The Complaint is informed to the respective Floor Supervisor.The Desk Supervisor takes the complaint in the Message Register/ guest call register kept at the control desk.In case of a guest complaint, the Housekeeping Control Desk receives the guest’s call.To believe that the problem will not happen again.To believe that the establishment values them.They do not want to be passed from one person to another. Someone to take personal responsibility and make the necessary decisions to rectify the situation.It is not easy – the guest gets stressed in the process too. It must be remembered that it requires effort on the part of the guest to lodge a complaint. What does the guest expect when he lodges a complaint? Frustration due to the treatment the guests receive.The quality of a product or service may be unacceptable.Sometimes the complaint may be totally unrelated to the housekeeping department or employee but the guest will still expect them to solve the problem.
#Special request for hotels series#
When they do complain, it may be because of something major, but more often it is the result of a series of little things that have to build up to a point where just one more thing makes the guest snap. Most guests hate to complain and will think before they say something. To make a complaint means – “to express resentment or displeasure”. After every shift items are counted and handed over to the next shift The special request items are handed over by one shift to another shift.In case the guest is checking out the request items are removed from the room and the information is erased from the board.This gives information to the subsequent shift’s desk supervisor. The entries are also made on the occupancy board and the logbook.
The items given on special request are recorded in the floor register/floor logbook.Once the requirement of the guest is fully filled the floor supervisor gives a follow-up call to the control desk.The GRA / Floor Supervisor accordingly take appropriate action i.e.The time of receiving the request from the guest & the time request being forwarded to the Floor Supervisor is recorded in the Message Register.The concerned GRA/ floor supervisor is informed so that the particular request is attended to at the earliest.Once the guest requests for special items it is recorded in the guest’s special request register/ guest call register/ message register by the control desk supervisor.NOTE – not all requests by the guest are for additional/extra items, some are for service e.g.the room to be serviced, shoeshine, laundry to be picked up, etc. Some guests may request a bathrobe, more shampoo, floral arrangements, etc. Note – An extra blanket, pillow or towels are very normal requests. In most of the hotel desk supervisor maintenances Extra Item/ Loan Item cupboard in which these special items are placed. Special pillows (cotton, hard pillow, etc) many people request for foam pillows since they are allergic to feather pillows Hard bed – a piece of wood placed under the mattress to make a bed firm and reduce back pain Iron & Iron board (in case if not already placed in the room), Some of the items which may be requested by the guest are
These are also known as ‘Guest Loan Items’. Such items are generally placed with the HK control desk. The HK department takes care of the special requests of the guest and these items are loaned to the guest at no charge. Whether it's a budget hotel in Shanghai, Beijing, Hong Kong, Taipei, Okinawa, Jeju, Tokyo, or Seoul that's perfect for a great family vacation, or a five-star luxury resort for a romantic holiday in Bali, Phuket, Bangkok, Kuala Lumpur, or Singapore, Trip.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. Budget Hotel Deals in China and Southeast AsiaĪs one of the world's leading online travel agencies, offers excellent prices on hotel rooms throughout Asia. With ’s extensive hotel booking network, you get instant confirmation of hotel reservations and credit card booking guarantees even during high-season periods. You can also be sure you book the best hotel rooms by reading real guest reviews, checking out 360° panoramic digital images of hotel facilities, and finding hotels near the destinations you plan to visit with ’s hotel search map. Get the best accommodation deals with choices including everything from business hotels, airport hotels, and train station hotels, to luxury hotels and resorts. Hotel bookings are supported by our secure online booking system and award-winning 24/7 customer service. Find & Book Favorable Hotels with įinding a hotel with a better price for your next trip is easy when you have a choice of over 1,200,000 hotels around the world, all available through.
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