By Sumit Manwal, Founder, Hospitality Vacancy
A room change is a recovery opportunity: handled well, it turns an unhappy guest into a loyal one.
Here is the room change procedure step by step.
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| Topic: 2 | Session code: | Duration |
| Room change procedure for a guest room | HK/3/2 | 90 min. |
| ----------------------------------------- Sub Topic: procedure to be followed, points to be taken care of, common reasons of guest room change | Prepared/Updated by: Sumit Manwal | Prepared on: 16/04/2013 |
| ------------------------------------------------------------------------------------------------ Session Objectives/ Learning Outcomes: After completion of this practical session we will come to know about the common reasons of guest room changing procedure. Steps to be followed for a guest room change procedure. | ||
| ----------------------------------------- Knowledge/ Skill Prerequisites: students should have a prior knowledge of different types of rooms, plans & coordination between different departments in a hotel. | Resource Requirement: | |
| mock guest room, linen items | ||
| Procedure: First we should know about the common reasons of guest room change, clarify the priority level of guests request, things to be considered before starting the process of guest room change. a mock practice of guest room changing procedure should be done. handling of guest luggage during the room change procedure should be taken care. | ||
| Pre-Preparation to be done before the Practical: | ||
| Gather all the required materials for the demonstration | ||
| Reference/ Learning Resource: Internet, Books | ||
| Managing housekeeping operations(Kappa/ Nitschke/ Schappert), | ||
| Housekeeping training manual (Sudhir andrews), | ||
| Hotel Housekeeping Operations & Management (G. Raghubalan, S. Raghubalan) | ||
| Common Reasons of Guest room Change/ Room Transfers : |
| some of the common reasons for guest room transfers are : small size of room , |
| the view from the room not being scenic, the room costing more than the guest's budget |
| the room is next to the elevator. |
| Procedure : |
| As soon a guest asks for a room transfer to the front desk of the hotel. |
| & they give Clarence for the same and provides |
| an alternative room number to the housekeeping department |
| a supervisor & an attendant are assigned from |
| the housekeeping department to help the guest with the transfers. |
| The GRA may be required to pack the guest's belongings, though this is very rare. |
| The supervisor should personally supervise the attendant at all times. |
| The GRA may, in case of light luggage, |
| be required to carry the guest's belongings safely to the newly assigned room |
| In most of the hotels the supervisor may call on the bell desk |
| staff to aid in transferring heavy guest luggage. |
| The GRA then places the guest items in the room as appropriate, |
| making sure that the guest clothes are not creased in the process. |
| The vacated room should be re checked to ensure that no guest articles are left behind. |
| the guest transfer should be recorded at the housekeeping control desk. |
FAQ
Why do guests request room changes?
Common reasons include noise, a faulty fitting, view, bed type or a change in the number of guests.
Which records must be updated after a room change?
The PMS or room rack, the guest folio and housekeeping status for both rooms.
Your next step
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About the Author
Sumit Manwal is the founder of Hospitality Vacancy (since 2017) and has 20+ years of experience in hospitality. He received the "Excellence in Hospitality Sector of Uttarakhand" award, presented by Shri Dhan Singh Rawat ji (January 2023), and the Dainik Jagran inext Uttarakhand Ratan Samman for Excellence in Hospitality & Education, presented by Shri Bhagat Singh Koshyari ji (2023). He helps hotels build reliable teams and professionals grow their careers.
📧 Contact: manwal@hospitalityvacancy.com | 🔗 LinkedIn
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