Handling Customer Requests
Contenido del curso
Handling Customer Requests
Contenido del curso
Estefany Dayana Alpuche Magaña
Boris Turcios
Scenario 1. You are working at the front desk. A guest points to a luggage cart and asks, "Do you mind if I use this cart?"
You want to let them use it. What do you say?
ANSWER: I don't mind at all, feel free to use the cart.
Scenario 2. A guest calls asking for an iron, but all your irons are currently in use by other guests. You expect one to be returned in 20 minutes.
How would you respond using the techniques discussed in class?
ANSWER: I'm afraid we do not have any irons available at the moment, however, a guest should return one in about half an hour. Would you like me to call you when the iron becomes available? (I said half and hour instead of 20 minutes to add a buffer and so the guest feels we gave them the iron faster than promised).
PHONE ETIQUETTE FOR HOTEL GUEST REQUESTS – VOCABULARY WITH MEANINGS PHONE GREETING BASIC TERMS - Professional phone greeting — A polite and structured way to answer a guest call - Salutation — A greeting based on the time of day (morning, afternoon, evening) - Department name — The section of the hotel you are speaking from (e.g., front desk) - Identity — The speaker’s name presented on the phone - Ring — One cycle of the telephone sound before answering POLITE OFFERS & ASSISTANCE - How may I assist you today? — A polite offer to help with the caller’s needs - How can I help you? — Another friendly way to offer support - Active listening — Fully concentrating on what the caller is saying - Repeat and verify — Summarizing the request back to the caller to ensure accuracy - Clarify details — Asking questions to understand the request correctly GUEST REQUEST TERMS - Guest request — A need or service asked for by a hotel guest - Toiletries — Personal items like shampoo, conditioner, soap, razor - Linens — Items like towels, sheets, pillowcases - Extra towels — Additional towels requested by a guest - Additional pillows — Extra pillows a guest may want - Delivery — Bringing requested items to the guest’s room CONFIRMATION & FUTURE ACTION - Definite future tense — A clear promise about what will be done - “I will…” — A phrase showing commitment to fulfill the request - Timeframe — A specific schedule for when a request will be completed - Immediate action — Taking care of a request right away - Confirm understanding — Making sure the caller heard the promise PERMISSION LANGUAGE - Do you mind if…? — A way to ask for permission - Grant permission — To allow a request politely - Refuse permission — To say no politely and offer an alternative - Softener — A polite phrase to soften a refusal (e.g., “I’m afraid…”) - Alternative — Another option offered when a request cannot be met CALL CLOSING PHRASES - Is there anything else I can assist you with? — A polite final question - Thank you for calling — A courteous way to end the call - Confirm next step — Repeating what will happen next before ending
