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DND Procedures

This document outlines DND (Do Not Disturb) procedures for guest rooms at Heroes Hotel-Manila. It provides instructions for checking on rooms with a DND sign posted to ensure guest safety and privacy. The procedures distinguish between check-out rooms and occupied stay-over rooms. For check-out rooms, staff must enter after check-out time to confirm vacancy. For occupied rooms, staff leave messages by 4PM and call if no response to schedule service and check on guests, entering forcibly if needed to ensure well-being.

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5K views2 pages

DND Procedures

This document outlines DND (Do Not Disturb) procedures for guest rooms at Heroes Hotel-Manila. It provides instructions for checking on rooms with a DND sign posted to ensure guest safety and privacy. The procedures distinguish between check-out rooms and occupied stay-over rooms. For check-out rooms, staff must enter after check-out time to confirm vacancy. For occupied rooms, staff leave messages by 4PM and call if no response to schedule service and check on guests, entering forcibly if needed to ensure well-being.

Uploaded by

zoltan2014
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Task DND Procedures

Effective Date 08/08/2017


SOP Author Mr. Ferdie R. Carlos
SOP Owner Heroes Hotel-Manila
SOP Approver 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 guests telephone
instructing the guest to contact the Front Office so their departure plans
can be updated. The Housekeeping Supervisor must contact 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 contact 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 contacted 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 contact 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 contact 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.

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