A guest room is private while the guest is staying. Room access rules mean you knock, announce yourself and wait before entering, and always respect a Do Not Disturb (DND) sign. You never let anyone into a room without checks.
Why it matters
Walking in on a guest damages trust, and letting the wrong person in can put a guest in danger.
Key ideas
Knock and announce
Knock, say 'Housekeeping' clearly, wait and repeat before opening the door slightly.
Do Not Disturb
A DND sign or light means you must not knock or enter. If it stays on past your hotel's set time, tell your supervisor.
Key control
Your master key stays on your body. Anyone asking you to open a room is sent to reception to prove who they are.
Step by step
- 1
Check the door for a DND sign or light.
- 2
Knock, announce 'Housekeeping', wait, then repeat.
- 3
If there is no reply, open slightly and announce again.
- 4
If the guest is inside, apologise and agree a time to return.
- 5
Keep the trolley across the open door, and check the lock when leaving.
Do
- Knock even when a room shows as vacant.
- Keep what you see in rooms confidential.
- Note the time a guest asks you to come back.
Common mistakes
- Don't open a door for anyone who says it is their room.
- Don't reveal room numbers or who is staying.
- Don't knock on a DND room, even one on your list.
The situation
A man in the corridor says he is locked out of room 422 and asks you to open it.
What a professional does
You politely refuse for security reasons and send him to reception to confirm his identity. If he insists, you stay calm and call your supervisor or security.
Useful phrases
“Housekeeping. May I come in?”
“I'm sorry, for your security I can't open rooms, but reception can help.”
Pro tip
If unsure whether a guest is inside, treat the room as occupied.
Quick check
A DND sign has been on all day. What do you do?
Think about it, then show the answer
Do not enter. Tell your supervisor, who follows the hotel's welfare-check procedure.