Key Issue No 3

Trainer Manual
Key Issue N 3 - Entering/Leaving a guest room

Happiness often comes from paying atten-
tion to small details,
Unhappiness, from neglecting them.
Wilhelm Busch (1832 - 1908);
German poet, artist and painter.
M. Bredow / 2004 Key Issue N 3 - Entering/Leaving a guest room / Trainer Manual II
Contents
Contents II
Trainer Information 1
Training Unit Schedule 2
Worksheets 12
Slides 17
Cards 21
Answers to Cards 25
M. Bredow / 2004 Key Issue N 3 - Entering/Leaving a guest room / Trainer Manual 1
The Third Service Star
Respect in all cases Do not Disturb signs.
Before entering a guest room, knock twice at
the door and announce your department (e.g.
housekeeping).
Wait at least 5 secondes before knocking a
second time. Wait again a moment before ope-
ning the door.
Greet guest by the name and announce your
intentions.
Ask the guest if anything else is needed and
when leaving the room say a friendly good-
bye.
Key Issue N 3 Entering/
Leaving a guest room
Trainer Information
Why is the issue Entering and Lea-
ving a Guests Room so important?
The only private sphere a guest has in the Hotel
is his room. Its his home from home. And nor-
mally the home owner is the only person to have
a key to the house or apartment. Thats not so in
a hotel. Several people have access to the room,
either to clean it or to stock it up, etc. So if
we enter a hotel room without announcing our
presence frst, we seriously disrupt any sense
of safety and comfort the guest may have in
his or her room. We encroach on his private
sphere. Thats why its so important to observe
meticulously the rules for entering and leaving
a guests room. In doing so, we do our utmost
to make the guest feel that he is at home in his
room.
What do we at Mvenpick believe is
the formally correct way of entering
and leaving a guests room?
Mvenpick Hotels & Resorts has drawn up a
guideline for entering and leaving a guests
room. The rules are summed up in the indi-
vidual points of Key Issue No. 3 (see illust-
ration). Ideally we should put each of these
points into practice and, if we do, we will have
done a great deal towards ensuring that our
guests feel at home in their room. For that we
are awarded our Third MP Service Star.
Reference:
Key Issue No. 3 in the SAM
This issue is discussed in the SAM documents
from 25 March to 21 April.
Training Unit Schedule
Section Contents / Questions / Answers Aids
Greet the
participants
Present todays schedule
Introduction Today well be looking at the issue Ente-
ring and Leaving a Guests Room. This
issue has a lot to do with personal space.
Lets start with an exercise to illustrate
this point.
Introductory exercise: Personal space
Ask the participants to run about the
room at random on your command. After
a short while reduce the amount of space
available so that the participants now have
only half the room to move around in;
then reduce the space to a quarter; then
to an eighth and so on, until everyone is
packed closely together and barely able to
move.
Assessment:
o What was that like?
o What room size did you feel was the
most comfortable?
o When was it the most unpleasant?
o Did you notice how you reacted
when you were standing too close to
someone?
Explain:
This exercise has a lot to do with personal
space. We usually feel the most at ease
when people keep a distance of at least
one arms length from us.
On a train for instance well only sit down
next to someone else if thats the only
possibility available.
Materials required:
Chairs and a roll of tape or
washing line to mark out the
available space.
Learning objective:
After this sequence the participants will
be able to name the fve steps involved
in entering and leaving a guests room at
Mvenpick. They will be able to explain
why we observe these steps.
Slide 1
Learning objective
(page 18 in the Annex)
Present the Units
learning objective
Time so far:
5 minutes
Introduction to the
issue:
Our private sphere
Question:
Imagine that the lock on your front door
is broken. The door can easily be opened
from the outside. How do you feel?
Unsafe, uneasy.
How do you feel once you have locked the
door from the inside?
You feel safer.
Questions:
Lets say your front door can be opened
from the outside using the door handle.
What would you expect of a salesman
who calls on you at home?
* I would expect him to ring / to knock;
* to wait until I let him in or tell him
to come in;
* to stand at a reasonable distance from
the door;
* to greet me;
* to address me personally;
* to explain why he is there;
* to behave reservedly;
* to take my responses and instructions
seriously;
* to said goodbye;
* to offer a service.
Flipchart:
Write down the answers
underthe heading:
What we expect when outsi-
ders enter our home.
What we expect when
outsiders enter our
home
(Reactivate 1)
Time so far:
8 minutes
Slide 2
The Third MP Star
The Third MP Star
- Key Issue No. 3 -
(Information 1)
Explain:
Mvenpick Hotels and Resorts has
summed up in Key Issue No. 3 (the rules
for which we can be awarded our Third
Service Star) the factors we need to take
into account when entering and leaving a
guests room.
Respect in all cases Do not Disturb
signs.
Before entering a guest room, knock
twice at the door and announce your
department (e.g. housekeeping).
Wait at least 5 secondes before knok-
king a second time. Wait again a
moment before opening the door..
Greet guest by the name and announce
your intentions.
Ask the guest if anything else is
needed and when leaving the room say
a friendly good-bye.
Time so far:
10 minutes
Worksheet:
For what reasons are the indi-
vidual rules of Key Issue
No. 3 so important?
Groups of three
(If you have more than 9
participants, hand out the
worksheets twice. During
your presentation you should
then move between groups
dealing with the same issue.)
10 minutes of working time
(pages 13 to 15 in the Annex)
Key Issue No. 3 in
everyday life
(Work through 1)
In the next step well be looking at why
the individual rules are important.
Consider the following:
o How do you feel in the following
situations?
o Think of similar situations at your
workplace.
o How would you feel as a guest?
and
o What would you have expected as
a customer / guest / private
individual?
You will then present your examples and
fndings to the group as a whole.
You have 10 minutes time:
a. Youre in the bath. Someone outside knocks vigo-
rously on the door six times in quick succession.
Are you fnished? What would be a similar situa-
tion at your workplace?
What sort of effect does the knocking have on you?
What if the person had knocked twice?
b. Youre under the shower and can hear someone
outside knocking. Youve just enough time to say
21 in your head before the knocking starts up
again.
What would be a similar situation at your work-
place?
What if the pause between the knocking had been
longer?
Time so far:
12 minutes
c. Youre in a phone booth with your back to the door.
Someone wrenches the door open and says: How
much longer are you going to be?
place?
What sort of effect does this have on you?
What would have been the better solution?
d. Youre in a public toilet. You think youve locked
the cubicle door yet someone pulls it open.
place?
What does a guest expect when the Do Not
Disturb sign is on the door?
e. Youre in the changing rooms at a public swimming
pool. Theres a knock on the door. A lifeguard of the
opposite sex walks in.
place?
What did he (or she) neglect to do?
f. Youre disturbed during your work by a service
technician youve been expecting. You go back to
your own work. The service technician disappears
without a word.
place?
What would you have expected once the service
technician had fnished his work?
Time so far:
22 minutes
Worksheet:
The individual steps
Presentation:
The groups present their
results.
The groups present the example from
their own department and its effect
After each example ask the group as a
whole:
What would have saved the situation for
you as a guest or prevented it in the frst
place?
Discuss the relevant possibilities with the
participants and write them down on the
fipchart.
The better solutions
(Work through)
Own notes:
Now please make a note on the worksheet
why the individual steps are important.
Also specify the points to which you will
pay particular attention in future.
You have 5 minutes.
Flipchart:
Title: What would have
saved the situation?
For what reasons are
the steps so important?
/ What will you do?
(Put into practice)
Time so far:
25 minutes
Max. time per example: 3
minutes (1 minute of pre-
sentation and 2 minutes
for the solution)
Each one of you is responsible for preser-
ving the private sphere of a guest at our
Hotel.
Lets check again to make sure that ever-
yone knows the principles.
Each participant takes one or more
card(s) and gives his or her comments /
answer to the question.
Have the participants read out and answer
the questions one by one (1-11).
Checking the learning
results
Cards:
(pages 21-24 in the Annex)
Solutions:
Time so far:
50 minutes
Opportunity for
participants to ask
questions
Questions:
Is there anything else youd like to ask?
Card contents:
1. The staff member knocks three times on the door
and shouts Your meal! / Your comments?
2. The staff member knocks once and then waits
about three minutes before knocking again. / Your
comments?
3. The staff member knocks vigorously on the door
- someone from the room next door answers:
Yes? / Your comments?
4. The staff member regards the Do Not Disturb
sign as a rough guideline. Hes in a hurry so he
knocks. / Your comments?
5. A staff member assumes that the guest can see
why were there. / Your comments?
6. For what reasons do we maintain a distance of a
doormats width away from the door when we
knock?
7. What can we exclude by addressing the guest by
his name?
8. For what reasons do we always explain why were
there?
9. For what reasons do we wait at least 5 seconds
before knocking a second time?
10. For what reasons do we knock twice and state
what department were from?
11. For what reasons do we ask the guest if he needs
anything else before we leave the room?
Thank the participants.
Announce the next date where applicable.
Take leave of the
participants
Conclusion
Observing these rules will preserve
the guests private sphere. Weve now
worked our way through the third of the
six MP Service Stars.
Slide 3
The MP Service Stars
Time so far:
60 minutes
The last question is aimed at the entire
group..
What are the 5 points of Key Issue No.
3?
a. Always respect the Do Not Disturb
signs.
b. Always announce your presence before
entering a guests room by knocking
twice and stating which department
youre from (e.g. room service).
c. Wait at least 5 seconds before knocking
a second time. Again leave a short
pause before opening the door.
d. Greet the guest and explain briefy why
you are there.
f. Ask the guest whether he needs
anything else, then leave the room
with a friendly goodbye.
Ball
If you want, you can work
with a ball, which the parti-
cipants throw to one another.
M. Bredow / 2004
Worksheets
M. Bredow / 2004 Worksheet Key Issue N 3
Worksheet
13
Group 1:
For what reasons are the individual rules of Key Issue No. 3 so important?
Youve already familiarised yourselves with the individual points of Key Issue
No. 3. You will now fnd out the reasons why the individual steps are so important.
Described below are two situations which, if youre unlucky, could happen to you.
o First of all think of a similar situation from everyday life in your department.
o What would be your impression of this situation if you were a guest?
o How do you feel about the alternatives described?
o Please keep your answer short.
You have 10 minutes.
You will then present the example from your department and your impression to the group as
a whole.
a. Youre in the bath. Someone outside knocks vigorously on the door six times in quick
succession.
Are you fnished?
What would be a similar situation at your workplace?
What if the person had knocked twice?
b. Youre under the shower and can hear someone outside knocking. Youve just enough
time to say 21 in your head before the knocking starts up again.
What if the pause between the knocking had been longer?
Worksheet
14
Group 2:
You will then present the example from your department and your impression
to the group as a whole.
c. Youre in a phone booth with your back to the door. Someone wrenches the door open and
says: How much longer are you going to be?
What would have been the better solution?
d. Youre in a public toilet. You think youve locked the cubicle door yet someone pulls
it open.
What does a guest expect when the Do Not Disturb sign is on the door?
Worksheet
15
Group 3:
You will then present the example from your department and your impression
to the group as a whole.
e. Youre in the changing rooms at a public swimming pool. Theres a knock on the door.
A lifeguard of the opposite sex walks in.
What did he (or she) neglect to do?
f. Youre disturbed during your work by a service technician youve been expecting.
You go back to your own work. The service technician disappears without a word.
What would you have expected once the service technician had fnished his work?
Worksheet
16
For what reasons are the individual rules so important?
Please jot down your fndings. You have 5 minutes.
Respect in all cases Do not Disturb signs.
Before entering a guest room, knock twice at the door and announce your department (e.g.
housekeeping).
Wait at least 5 secondes before knocking a second time. Wait again a moment before opening
the door.

Greet guest by the name and announce your intentions.
Ask the guest if anything else is needed and when leaving the room say a friendly good-bye.
Also please specify here which points you will pay particular attention to in the
future.
M. Bredow / 2004
Slides
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Cards:
Do you know Key Issue No. 3?
Participants are asked to verify if and to what extent the
following statements comply with the rules set out by
Key Issue No. 3. In each case the participant should state the
correct wording of the Key Issue.
22
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a

d
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o
f

a

d
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m
a
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w
i
d
t
h

a
w
a
y

f
r
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m

t
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d
o
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w
h
e
n

w
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k
n
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c
k
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24
1
0
.

F
o
r

w
h
a
t

r
e
a
s
o
n
s

d
o

w
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k
n
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t
w
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a
n
d

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w
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a
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d
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p
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w
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f
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9
.

F
o
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w
h
a
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r
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a
s
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s

d
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w
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w
a
i
t

a
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l
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5

s
e
c
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d
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b
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f
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k
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t
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1
1
.

F
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r

w
h
a
t

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a
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d
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a
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k

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g
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n
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d
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a
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y
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b
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f
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w
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a
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t
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r
o
o
m
?

Answers:
1. The offcial response is to State which
department youre from. The business
were attending to concerns only the
guest.
2. The pause is too long. We knock a
second time after 5 seconds.
3. We announce our presence with
restraint.
4. The door signs are to be considered as
absolute NO GO signs up until the
agreed time.
5. We tell the Guest why were there as it
relaxes the situation and provides a
natural topic of conversation.
6. So that when the Guest opens the door,
he fnds us at a distance theyre
comfortable with.
7. To avoid confusion.
8. If the Guest summoned us, we once
again tell the Guest why were there as
this relaxes the situation and provides a
natural topic of conversation.
If were there on the Hotels behalf, we
acquire the right to enter the Guests
home.
9. So that the knocking appears calm.
10. Knocking twices is more restrained.
The name of your department is a
general announcement.
11. So that we disturb the Guest as little as
possible / to show our willingness to
serve.

Key Issue No 3

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Key Issue No 3

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Trainer Manual

Key Issue N 3 - Entering/Leaving a guest room

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