When we evaluate new hotels for our overnight stay reports, more than 1 out of every 3 simple guest requests is completely ignored.  The analyst’s requests are simple things such as a toothbrush, more towels, or to have an engineer or bellman come up to the room.  The analyst will make the request and never hear from a hotel associate ever again.  Here are some simple do’s and don’ts to make sure your requests are handled perfectly:

Do require the guest service agent to log the request on a proper Guest Request Log

Don’t allow them to scribble the request on scrap paper, the back of their hand, or anything else but the log!

Do make sure the log has space for the GSA to log the following:  time of request, room number, guest name, item requested, teammate who handled the request, time request completed, and the time of the callback. 

Do make every GSA log down every request on the guest request log.  If a guest requests a toothbrush or requests a room change, it must be on the log.

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