Handling Guest Special Requests

As a service to the guests, hotels provide a variety of items that the travelers need but are not kept in the rooms as a standard. The HK department takes care of the special requests of the guest and these items are loaned to the guest at no charge. Such items are generally placed with the HK control desk. These are also known as ‘Guest Loan Items’. Some of the items which may be requested by the guest are

• Voltage / international adaptors,
• Scissors
• Hot water bag,
• Nail cutter,
• Iron & Iron board (in case if not already placed in the room),
• Furniture items – like an extra chair,
• Hard bed – a piece of wood placed under the mattress to make a bed firm and reduce back pain

Extra beds – Chargeable

• All out machines,
• Torch,
• Special pillows (cotton, hard pillow, etc) many people request for foam pillows since they are allergic to feather pillows
• Baby cot,
• Indoor games,
• Umbrella,
• Cane stick,
• Wheelchair
• Hairdryer,
• Thermometer etc.

In most of the hotel desk supervisor maintenances Extra Item/ Loan Item cupboard in which these special items are placed.

Note – An extra blanket, pillow or towels are very normal requests. Some guests may request a bathrobe, more shampoo, floral arrangements, etc.

NOTE – not all requests by the guest are for additional/extra items, some are for service e.g.the room to be serviced, shoeshine, laundry to be picked up, etc.

1. Once the guest requests for special items it is recorded in the guest’s special request register/ guest call register/ message register by the control desk supervisor.
2. The concerned GRA/ floor supervisor is informed so that the particular request is attended to at the earliest.
3. The time of receiving the request from the guest & the time request being forwarded to the Floor Supervisor is recorded in the Message Register.
4. The GRA / Floor Supervisor accordingly take appropriate action i.e. the Guest request is fulfilled
5. Once the requirement of the guest is fully filled; the floor supervisor gives a follow-up call to the control desk.
6. The items given on special request are recorded in the floor register/floor logbook
7. The entries are also made on the occupancy board and the logbook. This gives information to the subsequent shift’s desk supervisor.
8. In case the guest is checking out the request items are removed from the room and the information is erased from the board.
9. The special request items are handed over by one shift to another shift. After every shift items are counted and handed over to the next shift

Handling Guest Complaints

To make a complaint means – “to express resentment or displeasure”.

Most guests hate to complain and will think before they say something. When they do complain, it may be because of something major, but more often it is the result of a series of little things that have to build up to a point where just one more thing makes the guest snap. Sometimes the complaint may be totally unrelated to the housekeeping department or employee but the guest will still expect them to solve the problem.

Why do guests complain?

• The quality of a product or service may be unacceptable.
• The choice on offer is limited.
• The wrong product is offered.
• Timing is wrong/ delayed service.
• Frustration due to the treatment the guests receive.

What does the guest expect when he lodges a complaint?

It must be remembered that it requires effort on the part of the guest to lodge a complaint. It is not easy – the guest gets stressed in the process too. When a guest complaint they expect

• To be treated courteously
• A satisfactory result
• To be believed
• Someone to take personal responsibility and make the necessary decisions to rectify the situation. They do not want to be passed from one person to another.
• To believe that the establishment values them
• To believe that the problem will not happen again
• THE GUEST DOES NOT WANT AN ARGUMENT

How to handle a complaint?

• In case of a guest complaint, the Housekeeping Control Desk receives the guest’s call.
• The Desk Supervisor takes the complaint in the Message Register/ guest call register kept at the control desk.
• The Complaint is informed to the respective Floor Supervisor
• The Supervisor accordingly takes appropriate action i.e. resolving the complaint
• Steps in handling complaints
  1. Listen – do not interrupt. Do not say “that’s not my job”. Let the guest tell you the whole story. Listen to the guest with concern and empathy
  2. Apologize without admitting liability. Do not make excuses. Do not blame another person or department. Let the guest know you are sorry he/ she has been upset.
  3. Rectify the problem – Handle the problem yourself, if possible, but get help from the next superior if the problem is outside your responsibility. Offer alternatives as per house policies and do not offer something you cannot deliver.
  4. Thank the guest for bringing the issue to your notice
  5. Record the complaint about future reference.

Principles of handling a complaint

1. Listen to the guest with concern & empathy
2. Give your undivided attention
3. Stay Calm
4. Keep in mind the guest Self Esteem
5. Take the complaint seriously
6. Do not blame others
7. Tell the guest what can be done
8. Set an approximate time for the completion of corrective action
9. Monitor the progress of corrective action
10. Follow up. Check the guest satisfaction after resolving the problem.