The key to this is to not rely on your memory but rather to write down the relevant details. This advice applies whether the request comes in person or over the phone. There should always be note paper and a pen near the phone in the housekeeping department and a room attendant should always have a notebook and pen as standard items when they are working. When a guest makes a request simply write down: Guest name Room number Specifics of the request type of item or service required, number involved (where – appropriate wine glasses’) – ‘6 Time for delivery to the room that was agreed to. It is always wise to confirm the details to save time, effort and guest frustration if the wrong item or service is delivered. There may often be communication difficulties caused by different languages, lack of local knowledge, tiredness and unfamiliarity with the property. 1.4 Introduction After a request has been received, recorded and confirmed, you should provide the guest with an estimated timeframe as to when the request will be met. Keys to agreeing on a timeline The timeframe for meeting any request must be reasonable and achievable.
The key to this is to not rely on your memory but rather to write down the relevant details. This advice applies whether the request comes in person or over the phone. There should always be note paper and a pen near the phone in the housekeeping department and a room attendant should always have a notebook and pen as standard items when they are working. When a guest makes a request simply write down: Guest name Room number Specifics of the request – type of item or service required, number involved (where appropriate – ‘6 wine glasses’) Time for delivery to the room that was agreed to. It is always wise to confirm the details to save time, effort and guest frustration if the wrong item or service is delivered. There may often be communication difficulties caused by different languages, lack of local knowledge, tiredness and unfamiliarity with the property. 1.4 Introduction After a request has been received, recorded and confirmed, you should provide the guest with an estimated timeframe as to when the request will be met. Keys to agreeing on a timeline The timeframe for meeting any request must be reasonable and achievable.
TM_Provide_housekeeping_to_guest_refined.docx