How to Enter Guest Room in Hotel

Before entering the guest room, hoteliers especially staffs from housekeeping department has to follow certain basic standards and procedures accordingly. By following these standards, hotel can ensure highest guest satisfaction and excellence of service.

Though different hotel may set different policies for their housekeeping associates to enter the guest room, however the common standards are given below by using appropriate example. Here are the following:

(A) Before entering the guest room, check to ensure the following:

The status of the room (vacant or occupied)

If there is DO NOT DISTURB sign

Whether guest is available or not

If guest is in the room:

Knock at the door or ring the door bell.

Identify yourself by saying “Housekeeping” in a clear and natural voice.

(B) If the guest response your call and come to the door :

Greet the guest by politely saying “Good Morning / Afternoon / Evening (according to the time of the day) Sir/Madam. May I service your room now please?”

If possible greet the guest by using his/her name.

If the guest permit you for servicing and cleaning the room: Thank the guest and enter the room gently.

If the guest does not agree for room service now and ask you to come back later:

Ask guest to determine the time for room service by courteously saying “when would you like to get the room service, Sir / madam?”

Write down the exact time for room service on your report and apologize by saying “Sorry to disturb you Sir/Madam” and leave the place.

(C) If the guest responses to you by saying “Just a minute” or “Coming”:

Stand outside of the room through maintaining accurate distance from the door.

Give the guest required time to finish his/her current work and wait until the guest comes.

If the guest allows you to enter by calling out “Come In”, you may enter the guest room.

(D) If the guest is in the room while servicing and cleaning the room:

Service the room through following standards in a professional and efficient way.

Leave the room after completion of servicing and cleaning by politely saying: “I have completed servicing your room Sir / Madam, is there anything else that I could do for you?”

(E) If guest wishes for any further request:

Fulfill the guest request dully.

Ask guest to contact you for further help by saying “If there is anything further I can do for you, please inform me or you may call to the Housekeeping Department at Extension XXX (number)”

(F) After completion of your cleaning the room:

If the guest says “Thank You”, say, “It is my pleasure Sir / Madam, enjoy your stay”. Have an enjoyable and healthy day”

Leave the room.

Close the door gently.

(G) In case there is no reply from the guest room:

Again ring the door bell and announce “Housekeeping” and wait for 10 seconds.

If still there is no reply, insert the key card and enter the room quietly.

(H) In case you enter the room and the guest is inside, apologize to guest by politely saying: 

“I am extremely sorry, Sir / Madam (by using guest name if possible); I didn’t want to bother you, would you like to have the room service now?”

(I) In case there is DND sign on the door or the door is double locked:

Do not knock at the door or ring the door bell.

Leave the place gently.

(J) If the door DND or double – locked on the door for long time:

Report to the Supervisor to take progressive actions.

Basic English for Non English Speaking Hoteliers

People from all round the word work in the glamorous hotel industry. There are more than 50% Non English Speaking Hoteliers and Restaurateurs work in different hotels, restaurants, pubs, coffee shops etc. Hotel industry is all about serving your guest. While serving properly you have to communicate. So, if you are non English speaking personnel then don’t be afraid. I am here to help you. Also if you want to know secret magic formula to improve your English then do read this tutorial now: How to Improve your English to be a Good Hotelier

1: For Addressing:

Mr. – To address any Gentleman (Both married & non married)

Mrs. – To address any Woman (Only married)

Miss – To address any Woman (Only Unmarried)

Ms. – To address any Woman (Both married & Non married)

Note: Whenever you are not sure whether your lady guest is married or not then the safest approach is to address her as Ms. But sometimes it has been found that very few lady guests become irritated at your addressing. So, if possible it is better to ask “How should I address you, Sir/Madam?”

2: Greetings:

Good morning, sir/madam

Good afternoon, sir/madam

Good evening, sir/madam

3: Welcoming any one:

Welcome to XXX hotel

We are glad to see you Mr. X

Thanks for your coming Mr. X

We are honored to get the chance to serve you sir

4: Asking questions or Inquiring:

Could I ask you, a question, sir?

Do you need anything else sir?

May I have your first name?

May I have your name, please?

Your initials, please?

May I have your room number?

May I have your signature here, sir?

May I know who I’m talking to?

May I ask who the next is?

May I be of your service, madam?

May I recommend our XXX to you, sir?

May I help you with that, madam?

Is there anything else I can do for you, madam?

5: Wishing your Guest:

Have a pleasant stay in the XXX Hotel, sir

Have a pleasant stay with us, madam

Have a nice day!

Have a pleasant evening

Have a good weekend!

Have a good day

Enjoy your stay/day

Happy New Year!

Merry Christmas!

Happy Birthday!

6: Apologizing:

I am terribly sorry, sir.

Excuse me.

I’m awfully sorry

I beg your pardon, sir

Excuse me for interrupting

Sorry to have bothered you

I’m sorry. A guest is waiting for me.

I’m sorry to have kept you waiting, sir

I’m sorry. The house is fully booked

7: Answer to apologizing:

It’s Ok

No problem

No problem at all

That’s all right

It doesn’t matter

It’s nothing

8: Thanking any one:

Thank you

Thank you very much

Thank you for telling us

Thank you for your compliment

Thank you for coming

Thank you for calling

Thank you for waiting

Thank you for being so understanding

That’s very kind of you.

Thank you very much

9: Answering Thanks:

You are welcome

It’s my pleasure

My pleasure

With pleasure

Thank you

10: Assuring your guests:

Don’t Worry, sir.

Take it easy.

Don’t worry, madam. We’ll see to it

Don’t be afraid sir.

I’ll look into the matter

I’ll be with you in a moment

It won’t be too long, sir

Please take it easy, madam

11: Directing to a destination:

Come with me, I will show you the way

Follow me please.

Let me show you

This way, please

Go down to the lobby

Please take the lift to the 5th floor and turn right.

Turn left/right at the first corner

 

12: Show eagerness to serve:

I am always at your service sir.

Feel free to call me, sir

Very good, sir. I’ll be glad to help

Certainly, madam. I’ll be happy to do it

Yes, I will

My name is X, if there is anything we can do for you, just let us know

 

13: Declining any offer:

I am terribly sorry sir, I cannot accept it

It is out of our rule sir, I can’t help you sir.

That’s very kind of you, but no, thank you

I’m afraid we cannot do that

That won’t be necessary, sir, but thank you all the same

This is out of our scope sir

I’m sorry, there is no discount

I’m sorry, madam, I’m afraid we don’t have any available

What you are requesting is beyond our capability sir

14: Answering any Request (When you are Uncertain):

I will try my level best, but can’t guarantee you, sir.

I will try, but not sure enough.

I’m sorry we cannot guarantee, but we’ll do our best

I’m sorry, sir. I’m afraid I’m not sure, but I’ll ask some one for you

If you wait a moment, sir, I’ll try to find it out

15: Expressing happiness:

My pleasure. I’m happy everything was to your satisfaction

I’m glad to hear that

It is great sir.

I am very fortunate sir

16: Expressing sorry:

I am shocked to hear it, sir.

I’m sorry to hear that

It’s a great pity

I am really sorry sir

17: Expressing concern:

Are you ok, sir?

Is everything all right?

Are you all right, sir?

I hope you did not hurt yourself

Would you like to see the doctor?

I hope you are better now

Are feeling ok?

Should I call our doctor?

18: Agreeing on anything:

Certainly sir

Definitely sir

That’s true

Absolutely, sir

Exactly, sir

Why not?

19: When you don’t understand something:

Could you repeat please?

I am sorry, sir. I don’t get your point.

Could you speak more slowly?

I’m sorry, I don’t quite understand. Should I get the manager?

Pardon?

20: Finishing Conversation:

Good bye, and have a nice trip

Have a nice day

See you

Thank you for coming

Sorry, I have to go. Nice talking with you

 We all look forward to serving you again

Hope you enjoyed staying with us

List of Free Online Hotel Management Courses and Lessons

Info on Free Online Courses in Hotel Management

Free hotel management courses are most commonly available by schools participating in the OpenCourseWare (OCW) Consortium. These courses can be accessed online, aren't graded and don't require campus attendance or registration. With the exception of the University of California - Irvine, the following classes do not offer college credit.

Free Online Hotel Management Course List

Introduction to Tourism at the University of Queensland in Australia

This OCW course is a fundamental lesson on the tourism industry and how it impacts the environment, sociocultural systems and economies. Additional topics include accommodations, travel laws, regional and global destinations, tourist demand and branding. The 12 modules are mostly text-based with some illustrations. For each module, online students can access a book reference list, review exercises, assignments and a keyword glossary.

Listening to the Customer at Massachusetts Institute of Technology

This was a graduate-level course designed for students and professionals who are interested in market research and how one may better understand 'the customer'. This non-credit, online course is not specialized, but can be applied to all service industry fields. Students learn how to design a market research plan, interact with customers and understand behaviors. The lecture notes are available in PDF form, and there's also a recommended readings list. All of the course materials can be downloaded into a ZIP file.

Management of Services: Concepts, Design, and Delivery at Massachusetts Institute of Technology (MIT)

This was a graduate course that delved into the concepts and tools used in the service industry by management. This course covers service operations used in both the private and non-profit sectors. Students will look at case studies that can help them understand different styles of management in service businesses in industries like hospitality, health care and government operations. The lecture notes, assignments and examples of class projects can be downloaded in a ZIP file.

Marketing Management at Massachusetts Institute of Technology

This OCW course offered by MIT focuses on different marketing management strategies and utilizes the textbook Marketing for Hospitality and Tourism, which isn't required for purchase in reviewing this free course. Among the 25 lectures, topics include product design and branding, market research, consumer behavior, advertising and competition. The final project at the campus-based course consisted of an analysis of two resort and casino companies. Students can access lecture notes, assignments, syllabus and readings list.

Spa and Hospitality Operations at the University of California at University of California - Irvine

This free online course consists of eight lessons, one of which includes a case study. By clicking on 'Begin Course', students can learn about the day-to-day operations of managing a spa. Other content includes marketing, business planning, legal and ethical aspects, inventory control and client satisfaction. Each lesson consists of a series of text-based slides, some of which are interactive, that inform the user on spa and hospitality operations topics. The University of California - Irvine Extension accepts academic credit for the completion of this online course.