Dnd Procedures 1b21l

Task Effective Date SOP Author SOP Owner SOP Approver

DND Procedures 08/08/2017 Mr. Ferdie R. Carlos Heroes Hotel-Manila Mr. Mannie dela Serna

GOAL:  To secure the guest room privacy by adhering to the following set of thorough procedures while the guest room was on DND. PROCEDURES:  DND PROCEDURE (For All Guest Rooms):  DUE-OUT ROOMS: 1. If the guest is scheduled to check-out and there are no remarks in the Opera / Property Management System specifying a late check-out, the room should be called by desk coordinator after the posted check-out time. If the guest answers, an apology should be offered for disturbing them and their departure plans should be ascertained. If there is no answer to the telephone call and to a knock on the guest room door, the Housekeeping Supervisor should enter the room. If it appears that the guest has checked out the Do Not Disturb sign should be removed and the Room Attendant should be allowed to clean the room. If it appears the guest has not checked out, the Supervisor must inspect the room to ensure the guest is not in the room and unable to respond. If the inspection reveals that the guest is not present, a written message and voicemail should be left on the guest’s telephone instructing the guest to the Front Office so their departure plans can be updated. The Housekeeping Supervisor must the Front Office and notify them that the room is still occupied. If the Supervisor is unable to enter the room because it is double-locked or the safety bar is engaged, the Duty Manager and Duty Security Officer must be notified and the guest room must be forcibly entered.  OCCUPIED ROOMS: 2. On a daily basis, if the room is a stay-over and the room has not been entered due to a Do Not Disturb sign, and there has been no interaction with the guest, DND. 3. Slip and a written message should be left on the phone asking the guest to the Housekeeping department to arrange for service. Room attendant should inform desk coordinator by 4pm about the room which is on DND until 4pm & Morning service also not given. 4. If the guest has not ed the Housekeeping department by 4:00 PM the same day to arrange for service, a call, not a silent voicemail, must be placed to the guest room. a. If the guest answers the phone an apology for disturbing them should be offered and the guest should be asked if they would like to schedule Housekeeping service. b. If the guest does not answer the phone or reply to a knock on the guest room door, Desk Coordinator has to the Duty Manger and Duty Security to inform them to enter the room and

inspect the room, the bathroom and the bathtub area to ensure the guest is not in the room and/or incapacitated. c. If the is room double-locked or the safety bar is engaged, the Duty Manager and Duty Security Officer must be notified and the guest room must be forcibly entered. d. If the guest is not present in the room a message should be left on the room to asking them to the Housekeeping department to schedule service. e. If the guest request for clean the room or requested for items to be delivered in the room & the room was in DND sign, then Housekeeping desk will call the guest in the room If the guest answers the phone an apology for disturbing them should be offered and the guest should be asked if they would like to schedule Housekeeping service.