Handling Guest Special Request

Introduction

• As the centre of front office activity, the Front desk is responsible for co-ordinating guest services

• Typical guest services involve providing the guest with information and special equipment and supplies

What is meant by special requests ?• Front office needs to respond to all requests made by the guests.

• Any request which goes beyond the following is considered a Special Request

“Can you recommend a nearby restaurant ?”

“Can you call a taxi for me ?”

“Where is the nearest drug store ?”

The above requests are the most common requests faced by front office.

Flow of Special Request• When a guest requests special equipment or supplies at registration or

during occupancy, they will almost always ask a front desk agent.

• The agent then relays the request to the appropriate service centre or hotel department for processing .

• Equipment and supplies commonly requested by guests include :

1) Bed board

2) Adaptor

3) Vase

4) Pillow Fort

5) Baby cot

Common Special Request• Arranging gifts

• Finding doctor

• Charging cellphone

• Find a minister

• Arranging for a bodyguard

• Hire a limo

• Charter a private jet

Continued…

• Reserve front-row seats at shows

• Repair shoes

• Find a tuxedo

• Arrange a tour

• Plan birthday parties

• Map out a hike

Various Special Requests

Can u make a pillow fort and get me vanilla coke ?

• A recent example from The Ritz-Carlton, Amelia Island - where staffers went above and beyond in their return of a stuffed animal to a little boy.

When a guest who requested "a pre-made pillow fort and Vanilla coke" found supplies for the fort and coupons for gratis Coca Cola in his room upon check-in, as well as snacks and a hand-written note from the guest services staff.

This is one amongst hundreds of special requests made by guests.

Can I design my own menu?

• One couple celebrated their first wedding anniversary with a romantic dinner for two on the hotel's private beach.

• Decorated with dozens of candles in the sand and a trio of violin players, the menu was tailored to the guest's preferences and was made up of their favourite dishes for an unforgettable night.

The Perfect Proposal

• Over the years, The Landmark London has received countless unsual guest requests.

• One that sticks out in their minds is when one guest wanted to close down the gazebo which is on the mezzanine level.

• He wanted to redecorate it so that it was an exact replica of the coffee shop that he had first met his girlfriend in.

• He had planned to propose to his girlfriend in this coffee shop where they met, but it had since closed down.

• The Landmark was able to fulfill his wish and completed the replica coffee shop.

Steps to handle special requests • 1.      Listen to get the facts.

2.      Probe into the needs of guest by asking questions to clarify his request.3.      Explain what you can do or offer alternative.4.      Confirm with the guest that this is satisfactory.5.      Use positive words like:          Certainly, I will be happy/glad to…6.      Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments.7.      Follow up.8.      Give information to the guest.         8.1.Provide directions to the guest when asked.        8.2.Be sure that you are given the correct information.

Conclusion

Guests are the main reason on which the hotel performs, hence any request from the guest ( even abnormal requests ) have to be sorted out and must be fulfilled to the maximum, giving the guest maximum satisfaction in the services of the hotel.

Source• http://

www.ghotw.com/magazine/category/unusual-guest-requests.htm#articles

• http://www.indianexpress.com/news/ten-strangest-guest-requests-at-luxury-hotels/491703/

• http://www.gadling.com/2012/08/14/what-really-happens-with-those-special-request-boxes-on-hotel/

• http://foalamanda.wordpress.com/2010/04/22/handle-guest-request/

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