Our comment card scores have shown that we are really lacking in follow-through on guest requests. Do you have any tips to help us get back on top?
You have come to the right place for this question. We actually have not really address guest requests in quite a long time, not since this post. The handling of guest requests can be a simple procedure, but things can go horribly wrong if the proper procedures are not in place. Here are our keys:
Tips for taking a guest request:
- Have a log system in place. It doesn’t matter if you have an old-fashioned paper log or are using a complicated computer tracking system. Both can be very effective. About 30 percent of guest requests are not handled due to a lack of follow-up. GSAs take a request over the phone. Next thing you know 3 guests arrive to check-in before he writes the request down and the request is forgotten. Get a good log!
- Find out exactly what the guest expects during the request. The guest may be reporting that the shower in their room is not working properly. Maybe they need the shower fixed right now so they can get ready for a meeting. Maybe they already showered and would like it fixed after they check out so they are not disturbed. Be sure to ask the right questions to find out exactly what is expected.
- Quote a time for handling the request. A simple guest request should be no longer than 10 minutes. If a guest is calling because their TV is not working or they are out of towels, they probably need assistance right away. Make the guest feel at ease by saying ‘I will have someone up to your room to help within the next 10 minutes.’
- Repeat the request back to the guest before ending the call. This one is often overlooked. If the guest is requesting towels, let them know that you are sending 2 bath towels and 2 hand towels. They can then correct you if you misunderstood their request.