IKL Knowledge

Policies & Procedures

LODGE & ROOM SECURITY

25. Entering a room to be serviced by Housekeeping

Entering Room

Before entering the room the housekeeper must knock on the door and announce ‘Housekeeping’.

When a housekeeper is servicing a room they must always have door propped open and must be in uniform.

Where the guest is present in the room, we are unable to service it. The Housekeeper should offer to return later if the guest is going out. Alternatively they should offer a supply of tea tray items, towels & toiletries.

26. Entering a room at a guest’s request

Guest’s Request

Neither a housekeeper nor manager should enter a guest’s room on their own whilst a guest is present for their own personal safety.

Where a guest requests a manager or housekeeper to enter their room with them, they must get a second team member to accompany them. They do not necessarily need to enter the room with the person but should be in the immediate vicinity whilst the guests request is being dealt with. During these times the bedroom door must always be propped open.

27. Refused access to guest bedrooms

Refused Access

See section 1. Accident & Incident Reporting.

Priorities • Protect team members • Do not compromise team member safety • Minimise impact on guests • Ensure hotel policies and procedures are maintained • Protect hotel reputation

Procedures • Assess the situation – you have a right to enter the room • Inform the guest and advise that you will require access and explain the reason for this (e.g. smoking/ tampering with detector/ noise complaint/ extras person etc.) • Advise your Manager / Colleagues of the action you are about to take • After 2 minutes – knock loudly and advise who you are • If you need to enter the room to investigate further ask your colleague to join you. They should hold the hotel door open • If the guest becomes aggressive ask them to leave and if they refuse to do so call police for support • If you need to resolve an issue with the guests ask them to come to reception to resolve If they refuse to do so advise them to take time to consider and if they do not report to reception within 10 minutes the police will be called and they will be asked to leave the hotel • If required, put the room out of order on Opera (including the reason why) and notify Central Reservations • Collect all reservation documentation relating to any guests involved • Take advise via your RBM if he/she is not available, your RD and inform him/her of the details • Provide situation updates to other guest when required • Conflict training is provided • Call the police if the situation dictates.

Refer to risk assessment 1.17 in the legal certificates & Risk Assessment folder.

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Innkeeper’s Lodge

Policies & Procedures Guide