Handling Guest Request and Complaints

1. ACTIVITY:
To start our lesson we are
going to have an activity first,
named "GUESS THE PICTURE”.
I have some pictures that I
will flash on screen and you
will guess it.

2. ARGUMENTS WITH THE
GUEST
LISTENING CAREFULLY

3. Noisy people in the room
next door
Not satisfied in the
food

4. Untidy room
Requesting for additional
towels

5. Not function properly
Additional bathroom
supplies

6. What are your own
understanding about
pictures?

7. How does this pictures
related to our lesson?

8. HANDLING GUEST REQUEST
AND COMPLAINTS

9. Why is proper handling of guests
request important?
- Guest request management, or as some
call it, guest experience management, is
an important part of hotel management
because it underpins guest. Yet a hotels
often fail to prioritize request
management with the right technological
tools.

10. ACTIVITY:
The class will be divided into 3 groups.
A video on handling guest request and delivery of
request to the guest room will be shown.
After the video presentation, the groups will then
discuss within their group the procedure in handling
guest request and delivery of request to the guest
room.
Write the procedure in 1 whole sheet of paper and
choose a representative to present the output to the
class.

12. PROCEDURE ON HANDLING GUEST REQUEST
1. Greet the Guest. Introduce and ask how can be of
help.
2. Listen to guest and don’t interrupt.
3. Record the request.
4. Ask for the guest’s name and room number.
5. Repeat the details of request.(inform the guest if
the request has charge or fee)
6. Ask for the time of delivery (use definite time ex.
1:00pm)
7. Ask for other request if any.
8. Thank the guest and bid goodbye.

13. PROCEDURE ON THE DELIVERY OF GUEST
REQUEST
1. Knock the door and announce “Housekeeping”, Three
(3) announcement rule.
2. Wait for the guest to let you come in.
3. Greet the Guest and introduce yourself.
4. Ask the guest if you will close the door or leave it
open.
5. Ask the guest on where to place the requested items.
6. Ask the guest for other request if any.
7. Let the guest sign the receipt if the requested items
has charge or fee.
8. Thank the guest and bid goodbye.

14. TIPS IN TAKING REQUESTS AND HANDLING
COMPLAINTS FROM GUEST
1. Remember not to argue with the guest, remember
also that the guest is always right
2. Listen attentively to the guest and understand
what exactly is wrong
3. Have a log system in place. Make sure all requests
are written and properly documented. Handover to
the next shift the problems still unresolved
4. Apologize for the inconvenience caused

15. 5. Find out exactly what the guest expects during
the request. Make sure you ask the right
questions to deliver exactly what is expected.
6. Record the time for handling request
7. Rectify the situation if you can. There are some
instances where common sense will prevail but
do not forget the standard procedure of rectifying
complaints
8. Inform the manager of all complaints
immediately, even if you have successfully
resolved the situation

16. 9. Complaints need to be handled positively
and with empathy for the guest, aspiring for
100% guest satisfaction
10. If the problem is out of your authority,
inform the manager or duty manager
11. Record all the details in guest call
register-noting down any request or
complaint made by hotel guest
12. Repeat the request back to the guest
before ending the call

17. 13. Handle all guests requests within ten
minutes
14. Use a proper door knocking standards.
When arriving at the guests room.
15. Be prepared to handle situations like
angry guests when you arrive at the room
16. Inform the front desk staff by radio or
cellphone as soon as you have completed
request.

18. If you are one of the
housekeepers and the
guest has complaints.
What is the first thing
you should do? How do
you handle it?

19. How do you handle guest
request and complaints?
- Stay calm and listen
- Identify the type of guest
who you are speaking
- Find the real source of the
complaint
- Find and offer a solution
- Follow up to confirm that
the problem was resolved

20. Why it is important to
repeat the
message/request with the
guest?
- To confirm it, make it
clear with them and to
avoid problems or
unwanted circumstances

21. TAKING AND HANDLING OF GUESTS'
HOUSEKEEPEPING
- These are only few questions a
housekeeper must know to answer in
dealing with guests' request. Guest
request must be handled properly to
satisfy the guest. This will not only
make his stay pleasant but it will also
ensure repeated business.

22. Guests request in housekeeping could
be items or services like roll away
beds, additional pillows and blankets,
iron, hair dryer, additional cleaning,
additional room, supplies, and lost
property inquiries. Handling guests
request is a simple task, but if you fail
to follow all procedure properly this
might lead to bigger problem.

23. HANDLING GUEST SPECIAL REQUESTS
- As a service to the guests, hotels provide
a variety of items that the travelers need
but are not kept in the rooms as a
standard.
- The housekeeping department takes care
of the special guests of guest and these
items are loaned to the guest at no charge.
Such items are generally placed with the
housekeeping control desk. These are also
known as "Guest Loan items"

24. Some of the items which may be requested by
the guest are:
- Voltage/International adaptors
- Scissors
- Hot water bag
- Nail cutter
- Iron and Iron board (in case if not already placed
in the room)
- Furniture items- like an extra chair.
- Hard bed- a piece of wood placed under the
mattress to make a bed firm and reduce back pain

25. - Special pillows(cotton, hard pillow, etc.)
Many people request for foam pillows since
they are allergic to feather pillows
- Baby cot
- Indoor games
- Umbrella
- Cane stick
- Wheel chair
- Hair dryer

26. HANDLING GUEST COMPLAINS
- To make a complaint means "to express
resentment or displeasure"
Why do guest complaints?
- The quality of a product or service may be
unacceptable
- The choice on offer is limited
- The wrong/delayed service
- Frustration due to the treatment the guest
receive.

27. What does the guest expect when
he lodges a complaint?
- It must be remembered that it
requires effort on the part of the
guest to lodge a complaint. It is not
easy the guest get stressed in the
process too when a guest complain
they expect…

28. • To be treated courteously
• A satisfactory result
• To be believed
• Someone to take personal
responsibility and make the
necessary decisions to rectify
the situation. They do not want
to be passed from one person
to another

29. • To believe that the
establishment values them
• To believe that the problem
will not happen again
• The Guest does not want an
argument

30. ACTIVITY
I have some text that you
will determined whether it
is a guest request or
complaints.

31. GUEST REQUESTS HANDLING COMPLAINTS
Valet or laundry service Noisy elevators near the room
Additional equipment in the room Missed wake up call
Additional bedding Lack of facilities in the room
Extra tea, coffee, sugar and milk
sachets
Long waiting time for service
Extra bathroom guests supplies Lack of assistance with luggage
Additional towels Noisy people in the room next doors
Extra pillows, extra blankets Poor views from the balcony

32. What was the most
important things you
have learned today?

33. THANK YOU FOR
LISTENING 😊