Understand Hotel Guest Privacy and Security

Edited by Hotelier, Crystal, Eng, Anonymous

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When Entering Guest Rooms

Hello, and thank you for watching VisiHow. This tutorial is on hotel guest privacy and security. This part deals with staff properly following the procedure for entering a guest room.

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Steps

  1. 1
    To begin, as a staff member we need to make sure that we are knocking 3 times on the door and announcing our department name.
    We need to do this with a pause in between. We should knock just loud enough for the guest to hear us and in a normal pitch, announce the department then pause for 10 or 15 seconds and repeat. We should do this 3 times before we begin to enter the guest room. The reason for this is because a guest may be asleep, not dressed, in the shower, running the hair dryer or otherwise unable to hear us. We want to give enough time so that any noise that's currently going on in the room may have a chance to end and then the guest may be able to hear us.
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  2. 2
    If, after we've knocked and announced our department name 3 times, we believe the room is vacant and there's no privacy sign on the door, we can open the door and announce the department again.
    We want to make sure that we're announcing the department again as we're entering, just in case the noise that was going on in the guest room may have finally ended.
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  3. 3
    If we do run into the guest in the room, we need to greet the guest with a "good morning", "good afternoon", or "good evening" depending on the time of day.
    Announce your department and let the guest know why we're in their room. We will probably surprise them if they do not hear us knocking on the door 3 times, so we do want to make sure that we inform the guest of why we're there. The guest may say, "it's not necessary" if we say "I'm housekeeping, I'm here to clean your room". They may say "come back later" with a time (half an hour, hour, etc.) or they may say "I don't want my room cleaned today".
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  4. 4
    Finally, we should be wearing a proper uniform with a name badge so that any guest we run into in a guest room understands that we are a staff member.
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  5. 5
    This concludes the tutorial on guest privacy and security for hotel staff following the proper procedures for entering a guest room.
    If you have any comments, questions or suggestions, please leave them in the space below.
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With Incognito or Private Guests

Hello and thank you for watching VisiHow. This tutorial is on hotel guest privacy and security for incognito guests. There are a number of types of guests that may request to be incognito either under an alias or a 'do not disturb' guest.

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Steps

  1. 1
    They may include public figures, such as high ranking government officials, celebrities, or any other guest who does not want to be bothered with a telephone call or a message.
    We may or may not know the reason and we do not need to ask because it's none of our business why someone doesn't want to be contacted. For the guests safety and security, we should not let on that anyone who is incognito is staying at the hotel.
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  2. 2
    If someone does request to be incognito, we need to make sure that our telephone staff such as the PBX operators, as well as the front office such as the receptionists, night auditors, and concierge know that this guest is incognito and does not want anyone to know they are staying with us.
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  3. 3
    If someone does call, we can either explain to the outside caller that this person is not a guest at the hotel or we can explain that for guest confidentiality, safety and security, we're not able to give out any personal information including whether or no someone is staying with us.
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  4. 4
    This concludes the tutorial on guest privacy and security in a hotel for incognito guests.
    If you have any comments, questions or suggestions, please leave them in the space below.
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When There Is a Do Not Disturb Sign

Hello, and thank you for watching VisiHow. This tutorial is on hotel guest privacy and security for do not disturb signs.

Understand hotel guest privacy and security PART-3-3 when there is a Do Not Disturb sign.mp4-canvas12 618024.jpg

Steps

  1. 1
    Do not disturb or privacy signs may be double sided or color coded.
    On one side of a double-sided sign, it may say, "Privacy please" or "Do not disturb". On the other side of the double-sided sign, it may say, "Please clean my room". If the signs are color coded, there will be different signs for each command with the wording on them, but in different colors to make it less likely that anyone can make a mistake about what the guest is requesting.
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  2. 2
    Any instructions left by the guest must be respected.
    If a sign is hung on the door, we should respect that sign. Similarly, some hotels are using lamps by the door so that we can have a small light instead of a sign, which we can control by turning it on and off from the room. A red light may mean that we do not want to be disturbed.
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  3. 3
    Before knocking on the door, the staff must check for the lamp or sign and if there is a privacy sign displayed, staff should not knock on the door or enter the room.
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  4. 4
    If there is a do not disturb sign, it should be noted and the results should be reported to reception.
    Reception can check if the guests are checking out or if they have already left the room and checked out of the hotel, but accidentally left the do not disturb sign on the door. In this case, we can inform housekeeping that this guest has checked out. This is for do not disturb signs that are hung on rooms that are due to check out.
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  5. 5
    Some cases may require a safety or well-being check by management and security.
    There should always be two people to go and enter a guest room if their privacy sign has not been removed for a long time. Typically, after 2 or 3 days, if there has not been any service provided for the room, a member of the management and security team, or two managers (if we do not have a full-time security team) should absolutely go and knock on the door anyways just to check that there is no emergency.
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  6. 6
    This concludes the tutorial on guest privacy and security in a hotel for do not disturb signs.
    If you have any comments, questions or suggestions, please leave them in the space below.
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Article Info

Categories : Hospitality Industry

Recent edits by: Eng, Crystal, Hotelier

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