Can you be in the room during housekeeping?

This shift follows guidance from the American Hotel and Lodging Association, which says that, “In anticipation of individual concerns of guests, housekeeping should not enter a guest room during a stay unless specifically requested, or approved, by the guest, or to comply with established safety protocols.

Can hotel management enter my room?

Hotel management and staff are allowed to enter your room if you’re not present. After all, it’s legally their property – you’re just renting the room. You can refuse housekeeping if you’d prefer, but if the hotel people need to get in because of a maintenance or safety issue, they will, even if you’re not in there.

How will you handle a guest complaint on the delay of room cleaning?

Top Ten ways of handling guest Complaints:

1. Listen with concern and empathy.
2. Isolate the guest if possible, so that other guests won’t overhear.
3. Stay calm.
4. Be aware of the guest’s self-esteem.
5. Give the guest your undivided attention.
6. Take notes.
7. Tell the guest what can be the best done.

Who are responsible in cleaning the guest rooms?

3) Assistant Housekeeper/Housekeeping Manager:- 1. Be responsible for efficient and orderly management of cleaning, servicing and repairing of guest rooms. 2. Be responsible for hotel linen and check its movement and distribution to room attendants.

Can you say no to housekeeping?

You can refuse maid service. But the hotel/motel has the right to enforce its policy of having the rooms cleaned by their own staff.

How long should you handle a guest request?

A simple guest request should be no longer than 10 minutes. If a guest is calling because their TV is not working or they are out of towels, they probably need assistance right away. Make the guest feel at ease by saying ‘I will have someone up to your room to help within the next 10 minutes.

How do you handle guest complaints?

7 Steps for Handling Customer Complaints

1. Listen carefully to the person who is angry.
2. Let your customer vent for a few minutes if necessary.
3. Show empathy for your customer’s concerns.
4. Thank your customer for complaining.
5. Sincerely apologize even if you are not the cause of the problem.
6. Get the facts.
7. Offer a solution.

How do you handle guest request in housekeeping?

Handling complaints:

1. Do not argue with the guest.
2. The guest is always right.
3. Listen attentively to the guest and understand what is exactly wrong.
4. Write pertinent details down on the guest request tracking sheet.
5. Apologize for the inconvenience caused.
6. Rectify the situation if you can.

What is the procedure of room cleaning?

SOPs for Cleaning the Guest Room

1. Not use guest room linen as a door stopper or for cleaning and dusting the room.
2. Keep the guest room door open while working.
3. Open the curtains and patio door.
4. Assemble the furniture and place appropriately.
5. Keep the vacuum cleaner and other cleaning apparatus in the room.

What to do when a guest comes to your housekeeping service?

In case the guest answers, ask politely when would he like to service the room. In case the guest wants it later, acknowledge his reply and withdraw from the room. If the housekeeping work is in progress and the guest returns from outside, greet him and ask if the guest would like to return in some time.

What is the SOP for cleaning the guest room?

The SOP for cleaning the guest room is given below. Once the staff enters the room and starts the housekeeping work, he must − Not use guest room linen as a door stopper or for cleaning and dusting the room. Keep the guest room door open while working. Open the curtains and patio door.

What is the most important task of housekeeping in hotels?

The most important task is cleaning and maintaining guest rooms and guest bathrooms. The guests assess the cleanliness in this area critically. By following the best cleaning and maintenance practices, the housekeeping staff can contribute to retain the satisfied guests as well as to generate new guests willing to repeat their visit to the hotel.

What are the standard procedures for cleaning a hotel room?

The standard procedures are − Request a spring-cleaning date the front office desk. Tag the room as “Not for Sale”. Remove the guest amenities, curtains, and art pieces from the room. Send the curtains to the laundry for dry cleaning. Empty the mini bar and send the beverage items to Food and Beverage store.