AJAR.id – Hello Ajarian! In most cases, it will be the responsibility of housekeeping to carry out any guest requests that they receive. This is generally fairly easy to do because most requests relate to items that the room attendant has ready access to – guest supplies are on the housekeeping trolley and most other things requested are either in a Floor Housekeeping storeroom or can be ‘borrowed’ from a vacant room.
In other cases, however, some requests may involve a bit more time and effort – especially if the request is outside your normal work responsibility.
No staff member should ever use the phrase ‘It’s not my job” when responding to a request from a guest. In a service industry, it is always your job to assist guests.
If the request is outside your normal work responsibility, you should:
- Record and confirm the request
- Pass the details on to the relevant person for them to action.
- Never, ever tell a guest “You’ll have to ring the Maintenance department – we don’t handle replacing light globes” or “Sorry, Room Service do that – perhaps if you ring 22 someone there can help you”.
Action is the key to responding to a request. Once a request is received, you must promptly seek out the item or equipment necessary to complete the request within...