1. Dealing with Guest Requests
All Departments

2. Face to Face Requests Be initiative, courteous and approachable.
Stand properly
Put a smile on your face
Greet the guest properly
“Good Morning sir/madam,
How may I help you?”

3. Listen Carefully Listen to guest requests carefully
Say “Excuse me!!” if you didn’t catch a word or didn’t understand.
Make sure you understood every word and wrote it down.
Repeat what you heard to confirm your understanding.

4. Providing information
Provide the guest with all the information needed
Give additional information about the hotel if you noticed that guest has no clue about the hotel facilities.
Be specific, clear, quick and courteous as best as you can.

5. Body Language Use your body language to confirm what you say.
Control your facial, eyes and hands expressions while you are in front of the guest.
Give a full attention to small details such as; full info given to the guest, additional requests were handled properly.
Answer guest’s inquiries without hesitation and if you don’t know the answer ask for more time to check.

6. By Phone Be initiative, courteous and professional.
Stand properly with a smile on your face
Greet the guest properly
“Good…., Department, …. Speaking, How may I help you?”
Listen carefully and give the right information immediately.
Show interest in receiving more requests from the guest.

7. General notes
Make sure that your guests are happy with our service and hotel facilities.
Ask for the guest feedback about their stay.
Make a list with orders for not missing any or handling one before the other.
Remove done orders from your list immediately to avoid confusion.
Leave the guest with a positive feeling that you gave them a full information and their request will be fulfilled as they expect.

8. Thank You