Situation handling

front office notes

2. 1.How to entre in a guest room?
•Knock the door thrice with 10 seconds gap each (
if not answered in thrice knock)
•Announce “housekeeping” with every knock
•If still after 3 knocks there is no response, then
open the door very slowly ( with sub-master /
section key)

3. 2.If the guest is sleeping in the room?
•Knock the door with 10secs gap each , thrice and
announce “ hk” every time. If still no response , then
enter slowly
•If you find the guest sleeping , then leave the room
with a note saying that “ you had entered the room at
8:00am for housekeeping service if needed and at
what time
•Put the note outside the room and leave the room

4. 3. If the guest is in bathroom ?
•Knock the door with 10 secs gap each , thrice and
announce “hk”
•As per the guest , enter the room and knock the
bathroom door and announce “hk”. Keep the door
ajar and talk apologize and then ask for any
services/cleaning of the room.
•Proceed further as the guest says –if he wants the
services at that time or not or may be later

5. 4. If the guest is in the room and inappropriately
dressed ?
Example – if the guest is female and male room
attendant. After knocking , if the guest asks to come
in, then enter . You find the appropriately dressed ,
say it to the guest that you have to go to your
supervisor and leave
Go to your supervisor and tell the situation that the
guest was in what condition

6. The same example is vice versa( male guest and
female attendant)

7. 5. If the flush is not working ( maintenance
complaints)
The guest will call control desk . Clam down the
guest and say that you will send the housekeeper
floor supervisor to the room
Go to the room and call maintenance department.
Stay there till rectification
If it takes more time , then upgrade the room

8. Offer services like cookies , chocolate , flower
arrangement
It is called as service recovery

9. 6. If scanty baggage ?
If you find scanty baggage with guest ( when RVR
checking is going ) update it in RVR report
Keep a track on that room and inform cashier also
The front office will check all the details of the guest
and keep a track on the guest

10. 7. Opening of the room for unknown guest ?
Ask for his/her Id proof
Inform front office will check guest identity and open
the room
If the guest does not belong to the room front office
will call guest and ask him whether he is a visitor to
any of our guest

11. 8. Room status discrepancy?
First check all the 14 rooms then fill it in RVR and
then submit it to front office
RVR should be done at 11am
The control desk then reports the guest to the front
office
Then check RVR to know the room status

12. 9. If the guest room is DND ?
If the room is a DND we should report it in RVR
If the room is on DND more than 12 hours we
should inform supervisor
Supervisor will then inform security manager who
will open the door using floor master key.

13. 10. If the room is on double lock?
If the room is on double lock after 12 hrs all the
hierarchy levels along with security and front office
manager will enter the room
Maintenance people will break the lock using
special equipment and enter the room

14. 11. if the room is having no baggage ?
First show it on RVR no baggage
Then inform the control desk
Then front office will start keeping track of guests

15. 12. If the room is sleep out?
Sleep out guest is the guest who uses only the
bathroom
He does not use bed facility
These guest are normally visitors or who come for
business purpose
Front office charges normal room charges to the
guest

16. 13. if there is suspicious person in room?
When the housekeeping comes to clean the room
and if he has a doubt on the guest he finds that
something is wrong with guest
He should inform the security department