1. H O US EKEEPING M O D ULE - 3
Do not disturb procedure
2. Section Header 2
Do not disturb
Respecting privacy
If the room is on DND (Do Not Disturb), the HK Associate does not ring the
doorbell, or knock on the door.
Do not vacuum in front of that room.
Ensure there is silence around that room and keep. (If any) an eye on the
guest movements
When a DND is present, check the room periodically to see if the sign has
been removed. If the DND sign still on by 4 pm, the Room Attendant will slot in
the DND acknowledgement card under the door explaining why we have not
serviced the room and to call HK for services or refresh towels.
3. Section Header 3
Do not disturb
Respecting privacy
Discrepancy is done by HK at :- 10 am & 4 pm
Incase a DND is observed. It has to be noted and informed to HK Executive
on shift. If tallied with previous discrepancy report as a DND, Then HK Exec /
Manager informs Front office.
Front Office to check the guest’s folio if there is any activities / postings done
for that room i.e. breakfast, room service order, telephone charges, purchased
room internet service etc since previous day morning till 1 am. This checking is
to confirm that the guest is alright and has requested privacy.
If there is no movement or indication till 7pm / 12pm respectively and if
room is still on DND the Housekeeping Coordinator will call the guestroom for
guest’s response.
4. Section Header 4
Do not disturb
Respecting privacy
If the guest answers the telephone, the standard verbiage the Coordinator will use is
“Good Afternoon Mr./Miss…..We apologize for not respecting your Do Not Disturb sign
but we are calling to check on your well being” and “ask if they require service at any
specific time” before updating Housekeeping room status.
If there is no response, the Security Officer will escort the Housekeeping Executive on
duty, and the Duty Manager – Front office to enter the room to check on the situation.
If everything is in order, Housekeeping / Duty Manager and Security Team Members
shall leave the room and wait for guest’s response / request.
If the guest is in when the Security / Housekeeping / Front Office team physically
check the room, the standard verbiage the team will use is ““Good Afternoon
Mr./Miss…..We apologize for not respecting your Do Not Disturb sign but we are here
to check on your well being” and “ask if they require service at any specific time”
before updating Housekeeping room status.
5. Section Header 5
Do not disturb
Respecting privacy
In case of no baggage or a sick guest in the room the Duty Manager is immediately
informed. A note of the same must be made in the housekeeping log book as well
No associate should enter a DND room, it can only be done with a permission from
Duty Manager/FOM/Exec Housekeeper in presence of a LP
6. P l ea s e fo l l ow t h e enteri n g p ro c ed u res to
ente r a ro o m w i t h a D N D o n yo u r ow n .
• A) True
•
• B) False
•
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7. When are the room varience report /
Discrepancy report s ma de?
• A) 10 am & 4 pm
•
• B) 11 am & 5 pm
•
• C) 10 am & 3 pm
•
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8. . . . . . . . . . . . . . . . t o c h e c k t h e g u e s t ’s f o l i o i f t h e r e i s a n y
activities / postings done for that room i.e. breakfast,
r o o m s e r v i c e o r d e r, t e l e p h o n e c h a r g e s , p u r c h a s e d
room internet service etc since previous day morning
till 1 am.
• A) Front Office
•
• B) Housekeeping
•
• C) General Manager
•
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9. No associate should enter a DND room, it can only
be done with a permission from Duty
M a n a ger/ FO M / Exec Hou sekeep er in p resen ce of a L P
• A) True
•
• B) False
•
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10. Do not vacuum in front of a DND room.
• A) True
•
• B) False
•
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11. If the room is on DND (Do Not Disturb), the HK
Associateshould ring the doorbell, or knock on the
door
• A) True
•
• B) False
•
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12. Incase a DND is observed. It has to be noted and informed to HK
Executive on shift. If tallied with previous discrepancy report
as a DND, Then HK Exec / Manager informs Front office
• A) True
•
• B) False
•
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