Key Issue No 3

8/12/2019 Key Issue No 3

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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.


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M. Bredow / 2004 Key Issue N 3 - Entering/Leaving a guest room / Trainer ManualII

ContentsContents II

Trainer Information 1

Training Unit Schedule 2

Worksheets 12

Slides 17

Cards 21

Answers to Cards 25


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M. Bredow / 2004 Key Issue N 3 - Entering/Leaving a guest room / Trainer Manual1

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 rst, 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 hisroom.

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 thesepoints 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 SAMThis issue is discussed in the SAM documents

from 25 March to 21 April.


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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.


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Learning objective:

After this sequence the participants will

be able to name the ve steps involved

in entering and leaving a guests room at

Mvenpick. They will be able to explain

why we observe these steps.

Slide 1Learning 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 thedoor from the inside?

You feel safer.


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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


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Slide 2The 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 announceyour intentions.

Ask the guest if anything else is

needed and when leaving the room say

a friendly good-bye.

Time so far:

10 minutes


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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. Duringyour 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

ndings 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 nished? 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 beenlonger?

Time so far:

12 minutes


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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. What would be a similar situation at your work-

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 nished his work?

Time so far:

22 minutes


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Worksheet:The individual steps(page 16 in the Annex)

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 rst

place?

Discuss the relevant possibilities with the

participants and write them down on the

ipchart.

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 havesaved the situation?

For what reasons arethe 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 minutesfor the solution)


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Each one of you is responsible for preser-

ving the private sphere of a guest at ourHotel.

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:(page 25 in the Annex)

Time so far:

50 minutes

Opportunity for

participants to ask

questions

Questions:

Is there anything else youd like to ask?


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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?


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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 thesix MP Service Stars.

Slide 3The 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 briey why

you are there.

f. Ask the guest whether he needs

anything else, then leave the roomwith a friendly goodbye.

BallIf you want, you can work

with a ball, which the parti-

cipants throw to one another.


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M. Bredow / 2004

Worksheets


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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 nd 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 nished?

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?


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Worksheet

14

Group 2:



No. 3. You will now nd out the reasons why the individual steps are so important.

Described below are two situations which, if youre unlucky, could happen to you.






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?


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Worksheet

15

Group 3:



No. 3. You will now nd out the reasons why the individual steps are so important.

Described below are two situations which, if youre unlucky, could happen to you.






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 nished his work?


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Worksheet

16

For what reasons are the individual rules so important?

Please jot down your ndings. 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.


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18

Slide1:Learningobjective

LearningO

bjective

Afterthissequenceth

eparticipantsw

illbe

ableto

nametheves

tepsinvolvedin

ente-

ringan

dleavingaguestsroomatM

ven-

pick.T

heywillbeabletoexplainwhywe

observethesesteps.


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19

OurThirdS

erviceStar

Asktheguestifanythingelse

is

neededandwhenleavingtheroom

sayafriendl

ygood-bye.

Respectinallcases

Donot

Disturbsigns.

Beforeenteringaguest

room,knocktwiceatthe

doora

ndannounceyour

department

(e.g.housekeeping).

Waitatleast5second

es

beforeknockingasec

ond

time.Waitagainamo

ment

beforeopeningthe

door.

KeyIssu

eN3

Entering/

Leavingaguest

room

Greetguest

bythename

andannounceyourintentions.

Slide2:TheThirdMPServiceStar


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20

K

eyIssue

N2

An

sweringthe

t

elephone

K

eyIssue

N1

Atte

ndingthe

guest

KeyIssueN3

Entering/Leaving

aguestroom

KeyIssue

N5

Handlingguest

complaints

KeyIssue

N6

Handlingguest

requests

KeyIssueN4

Grooming/

appearance

The6MvenpickStarsforS

ervices


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M. Bredow / 2004

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.


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22

1.Thestaffmemberknocksthree

timeson

thedoorandshouts

Yourmeal!

Yourcom

ments?

2.Thest

affmemberknockso

nce

andthen

waitsaboutthreeminutes

beforeknockingagain.

Yourcom

ments?

3.Thestaffmem

berknocksvigo-

rouslyonthedoor-someonefrom

theroomnextdo

oranswers:Yes?

Yourcomments?

4.Thestaffmem

berregardstheDo

NotDisturbsignasaroughguide-

line.

Hesinahurrys

oheknocks.

Yourcomments?


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23

5.Astaffmemberassumesthatthe

guestcan

seewhywerethere.

Yourcom

ments?

7.Forwhatreaso

nsdowealways

explainwhywerethere?

8.Whatcanweexcludebyaddres-

singtheguestby

hisname?

6.Forwh

atreasonsdowemaintain

adistanceofadoormatswidth

awayfromthedoorwhenweknock?


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24

10.Forw

hatreasonsdowekn

ock

twiceand

statewhatdepartment

werefrom?

9.Forwh

atreasonsdowewaitat

least5se

condsbeforeknockinga

secondtime?

11.Forwhatreas

onsdoweask

theguestifheneedsanythingelse

beforeweleavetheroom?


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Answers:

1. The ofcial 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 asabsolute 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 nds 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.

Documents

Key Issue No 3