STANDARD OPERATING PROCEDURE HOW TO CHECK THE ROOM STATUS TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: HKFL-0006 Housekeeping January 2005 N/A 25 minutes Why is this task important for you and our guests? Answers: It is important that our guests can see our cleanliness at the right time We are not vesting our time on making up a room for staying guests We can increase our GSTS score Task – How to Check Room Status Page of WHAT/ STEPS 1) Check room status HOW/ STANDARDS TRAINING QUESTIONS Check the room status on your report and proceed to the floor Why I need to check the room status? Check all vacant and out-of-order rooms What is the difference between a vacant and o-o-o room? Check all occupied rooms for guest laundry as well as mini- bar consumption What I have to with a DND room? If guest room is DND, note down in the work sheet and check later 2) Discrepancy Fill in the correct status in the work sheet, to inform Housekeeping office immediately of any discrepancy Make sure that the actual room status is the same as your report If luggage is found in a vacant clean room note this on your work sheet and inform Duty Manager to follow up immediately Why does the actual room status need to be the same as on the report? Can I take the luggage to the luggage room? If you find a guest in a vacant room, greet the guest politely and apologize for disturbing the guest Introduce yourself and ask the guest if he needs any assistance Task – How to Check Room Status Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS “Madame/Sir, Good morning/afternoon Evening my name is……………………, This room is not registered as occupied may I have your name to follow up on this discrepancy” DRILL LANGUAGE Call Duty Manager to follow up on situation What is a sleeper? If the room is occupied and guest has not slept in the room, it is a possible “sleep out” room, and you have to inform the Housekeeping office for follow up with Front Office What is a skipper? Why I have to report a skipper and sleeper to the Duty Manager If the room is not occupied, it is a possible skipper Refer to same procedure as above ( sleeper) Note on your work sheet and again inform the Duty manager 3) Emergency If you find a guest who needs urgent help, call Security and the Ass Manager immediately What I need to in emergency? FIRST AID Summary questions: What is important when comparing the report with the room status? What can be possible discrepancies? Task – How to Check Room Status Page of 3 What is a Skipper? What is a Sleeper What you need to in Emergency? Now ask the trainee to practice the task from start to end to test competency Task – How to Check Room Status Page of ... 1) Check room status HOW/ STANDARDS TRAINING QUESTIONS Check the room status on your report and proceed to the floor Why I need to check the room status? Check all vacant and out-of-order rooms... Skipper? What is a Sleeper What you need to in Emergency? Now ask the trainee to practice the task from start to end to test competency Task – How to Check Room Status Page of ... “sleep out” room, and you have to inform the Housekeeping office for follow up with Front Office What is a skipper? Why I have to report a skipper and sleeper to the Duty Manager If the room is not