Guests ask every member of staff for things: towels, directions, a taxi, more coffee. You handle requests well by taking ownership, giving a realistic time and offering an alternative when you cannot say yes.
Why it matters
Guests often judge a hotel by small moments like these. A forgotten request easily becomes a complaint.
Key ideas
Own the request
Even if another department does the task, the guest asked you. Pass it on and check that it was done.
Realistic times
Promise 'within 15 minutes' only if you are sure. It is better to deliver early than late.
Offer an alternative
If you cannot say yes, offer the next best option: 'All our irons are in use, but the laundry can press your shirt.'
Step by step
- 1
Stop, face the guest and listen.
- 2
Repeat the request back to them.
- 3
Say what you will do and when.
- 4
Do it yourself or pass it on with the room number and details.
- 5
Update the guest if there is a delay.
Do
- Deal with safety questions, such as allergies, first.
- Keep your voice and movements calm, even when busy.
- Write requests down when there are several.
Common mistakes
- Don't guess answers about allergens, prices or policies.
- Don't sigh or say 'I'm busy' in front of guests.
- Don't promise things outside your role, such as upgrades.
The situation
During the breakfast rush, one guest wants more coffee, another asks if the pastries contain nuts, and a third needs a taxi at 9 am.
What a professional does
You tell each guest you will be right with them. The nut question comes first because it is about safety: you check the allergen information or ask the kitchen, and never guess. Then you bring the coffee and ask reception to book the taxi.
Useful phrases
“Certainly, I'll bring that to your room within 15 minutes.”
“Let me check with the kitchen so I can give you the right answer.”
Pro tip
Acknowledge each waiting guest with a word or a nod so nobody feels ignored.
Quick check
Why should an allergy question come before a coffee refill?
Think about it, then show the answer
It is about safety. A wrong answer could cause a serious reaction, while a short wait for coffee harms no one.