GUEST SERVICES

Handling Guest Inquiries and Requests The importance of customer service and reacting promptly and correctly to different guest inquiries and requests is paramount. A guest who is satisfied is a guest who becomes loyal therefore resulting into repeat business. The frontliners of the hotel should be properly trained on handling different guest inquiries and requests. Inquiry suggests investigation, looking for additional information. You make an inquiry about someone or something. Examples of Guest Inquiries: The guest is asking Concierge about directions how to get to the nearest mall. The guest is asking Concierge about the location of the nearest ATM machine The guest is asking Concierge about upcoming events and concerts. The guest is asking FDA about the current hotel promo. The guest is asking FDA about the weather forecast today. The guest is asking Concierge for a dinner recommendation. The guest is asking FDA about information on the cheapest city tour package. The guest is asking FDA if his friend's reservation has been cancelled. The guest is asking Concierge if there is a direct flight from Manila to New York. The guest is asking FDA about the time buffet breakfast is served. SOP in handling Guest Inquiries: 1. Greet the Guest (Use personalized greeting. Good Morning Mr. Smith) 2. Listen to the guest inquiry. (Visual communication or direct eye contact while listening is important) 3. Restate or paraphrase guest inquiry (Paraphrasing would signal to the guest that you really understand his inquiry) 4. Respond or react to the guest inquiry (If you are not aware or does not have any information about his inquiry, ask the guest to wait for a shortwhile while you look up for the information. If investigation or gathering information will take some time, tell the guest that you need some time to get the correct information and you will send him a message about his inquiry) 5. Close the conversation by asking if there is anything else you could do for the guest. Request suggests asking for something. Examples of Guest Requests: The guest is asking Concierge for brochures and directional maps. The guest is asking FDA for a wake-up call. The guest is asking Concierge to reconfirm his airline reservation. The guest is asking Concierge to make a reservation for him at Cafe Rosas. The guest is asking FDA for a room transfer. The guest is asking FDA for a Japanese newspaper. The guest is asking Concierge to cancel his scheduled massage service tonight.

The guest is asking FDA for a room make-up. The guest is asking FDA to upgrade his standard room into a suite room. The guest is asking FDA for a room service breakfast.

SOP in handling Guest Requests: 1. Greet the Guest (Use personalized greeting. Good Morning Mr. Smith) 2. Listen to the guest request. (Visual communication or direct eye contact while listening is important) 3. Restate or paraphrase guest request (Paraphrasing would signal to the guest that you really understand his request) 4. Respond or react to the guest request (If you are authorized to grant request, react immediately. If request needs an approval from your supervisor or manager, endorse the request to your supervisor or manager) 5. Close the conversation by asking if there is anything else you could do for the guest.