SOP – Housekeeping - Entering rooms and greeting guests

Entering guestrooms:

• Houseman knocks the guestroom door thrice.
• Announce. “Housekeeping”

• Wait for two minutes.
• Open the door.
• Announce yourself and enter the room.

Greeting of guest:

• On seeing a guest, the staffs are greeting the guest depending on the time of the day along with a smile.
• Use th guest name when known.

Staffs have to greet the guest with a smile depending on the time of the day:

00.00 –  11.59 - “Good morning” 

12.00 –  17.59  - “Good afternoon”  

18.00 –  23.59  - “Good evening” 

Answering guest queries:

• Find out the exact details required, by listening carefully and noting it down.
• Ask appropriate questions about requirements.
• Confirm all the details back to the guest at the time of enquiry to ensure correct information.
• Give the required information.  If it is a matter which will take time, tell the guest-specified time in which you are able to get back to him.
• All guest queries have to be listened to attentively and dealt immediately in a smiling, courteous manner. 

Staffs have to take personal responsibility for the guest queries and get back to the guest within the specified time.