Discreet excellence: hotel etiquette on the floors

On the floors of a hotel, guests expect more than just a clean and tidy room: they expect to be respected, greeted, known and recognised. The head housekeeper, floor housekeepers, chambermaids and valets play a crucial role in the guest experience. Their savoir-être soft skills, often unspoken, are evident in simple but essential gestures. From impeccable attire to the quality of their interactions, everything counts. Every detail reinforces the image of the hotel.

Housekeepers, maids and valets: the silent ambassadors of the hotel

Contact in the corridors: discretion, courtesy, respect

The hallway of a hotel, as important as its reception area

A simple hello, a sincere smile, a frank look: sometimes that's all a guest remembers from their interaction with the floor staff. Greeting guests tactfully, without interrupting or disturbing them, is an integral part of good manners. Walking down a corridor becomes a moment of subtle communication, where the presence of staff inspires confidence and professionalism. Discreet excellence: hotel etiquette on the floors

Entering a room: a codified set of gestures

Knocking on the door (usually no more than three knocks), clearly identifying yourself as housekeeping, waiting for a response and identifying yourself a second time before entering: these gestures are not part of a rigid protocol, but rather a basic respect for the guest's space. Even when the guest is not present, the room remains their private space. This cautious way of entering reflects the quality of the hotel. Remember: only housekeeping staff (and room service) enter the guest's private space, and this privilege must be earned.

A room is the client's private space

Working in the presence of the customer: expertise and savoir-être soft skills

Sometimes the guest is present when the valet or chambermaid is cleaning the room. Professionalism is therefore particularly important: precise movements, respectful silence, a discreet but attentive attitude. A kind word, if the customer strikes up a conversation, can make all the difference.

‘Don't impose yourself, don't ignore them: it's a subtle balance to maintain.’

Answering questions: every employee is an ambassador for the hotel

If a guest asks a maid or valet for information, the answer must be clear, polite and satisfaction-oriented. Even if you don't know the answer, you must be able to guide, assist or offer to pass on the information. Every interaction is an opportunity to enhance the image of the hotel.

Appearance matters: impeccable attire and trolley

The perfect attire of floor staff, a sign of respect for the guest

The uniform must be clean, well ironed and neat. Personal hygiene is equally important (hands, tied-back hair, nails, no body odour, clean-shaven for men, light make-up for women, etc.). The same applies to the cleaning trolley: it must be tidy, discreet, always parked in a corner or against a wall, never in the middle of the passageway. These details silently convey rigour, organisation and respect for the place and its occupants.

Silence as a sign of respect: discretion in exchanges between colleagues

On the floors, every word can be heard. It is therefore essential that exchanges between staff are conducted with the utmost discretion. It is not uncommon to come across two chambermaids talking loudly in a corridor... This detracts from the hushed atmosphere that guests expect from a quality hotel. All communication must be brief, useful and, above all, whispered. Chatting is to be avoided, as are bursts of laughter or loud conversations. Verbal discretion is a form of respect for the guest and is an integral part of hotel etiquette.

On the telephone: a smile in your voice, efficiency in your actions

When a guest calls the floor office, the response must be immediate, courteous and precise. A smile can be heard in the voice. The request must be rephrased to avoid any confusion, followed by swift and verifiable action. When used skilfully, the telephone becomes a tool for excellent customer relations.

Hotel etiquette does not stop at the reception desk. On the floors, it is more discreet but just as essential. It is based on posture, mannerisms and constant attention to detail. Each member of the floor staff is a silent ambassador for the hotel. Training these teams in the art of human relations is an investment in something that is not always visible... but can be felt at every moment.

Our training firm, EA Pro Nantes, includes hotel housekeeping etiquette in its training modules.

EA Pro Nantes Hotel Training and Mystery-Audits