HOUSE KEEPING LEARNING COMPETENCIES:
1. DEMONSTRATE PROPER HANDLING OF GUEST’S REQUEST IN HOUSEKEEPING AND FOLLOWING THE HOTEL SAFETY AND SECURITY STANDARDS
PROVIDE HOUSEKEEPING SERVICES TO GUESTS
Introduction:
How would you handle guest’s requests? Why is it important to ensure timely delivery of items requested by a guest? These are only few questions a housekeeper must know the answer to when dealing with guest’ requests. Great request must be handled properly to satisfy the guest. This will not only make his stay pleasant but it will also ensure repeated business.
Taking and Handling of Guests’ Housekeeping Requests
Guest request in housekeeping could be items or services like rollaway beds, additional pillows and blankets, irons, hair dryers, additional cleaning, additional room, supplies and lost property inquiries. Handling guests is simple task, but if you fail to follow all procedure this might lead to a bigger problem.
Taking Requests and Handling Complaints from Guest
1. Remember not to argue with the guest, remember also that the guest is always right.
2. Listen attentively to the guest and understand what exactly is wrong.
3. Have a log system in place? Make sure all requests are written and properly documented. Handover to the next shift the problems still unresolved.
4. Apologize for the inconvenience caused.
5. Find out exactly what the guest expects during the request. Make sure you ask the right questions to deliver exactly what is expected.
6. Record the time for handling the request.
7. Rectify the situation if you can. There are some instances where common sense will prevail but do not forget the standard procedure of rectifying complaints.
8. Inform the manager of all complaints immediately, even if you have successfully resolved the situation.
9. Complaints need to be handled positively and with empathy for the guest, aspiring for 100% gust satisfaction.
10. If the problem is out of your authority, inform the manager or Duty Manager.
11. Record all the details in Guest Call Register-noting down any guest or complaint made by hotel guest.
12. Repeat the request back to the guest before ending the call.
Tips in Handling Guests Request
1. Handle all guest requests within ten minutes.
2. Use proper door knocking standards when arriving at the guest’s room.
3. Be prepared to handle situations like angry guests when you arrive at the room.
4. Inform the front desk staff by radio or cell phone as soon as you have completed the request.
5. Guest should keep informed of the developments of his or her request.
see PDF attachment for more information