What are four items that are commonly requested by guests?

• Additional bedding

• Extra tea, coffee, sugar and milk sachets

• Cleaning and servicing of staff changing rooms

• Extra bathroom guest supplies

• A power conversion board

What are two examples of housekeeping requests made by staff?

• towels for gymnasiums

• additional bedding

• order and supply of staff uniforms

• extra hangers for clothes, extra pillows, extra blankets

Answer ‘True’ or ‘False’ to the following statement: You don’t need to write down details of a request if you are going to handle the request yourself.

• true

• false

When a guest makes a request, what information should you record?

• Guest name

• Room number

• Phone number

• Specifics of the request

• Time for delivery to the room that was agreed to

Answer ‘True’ or ‘False’ to the following statement: You don’t always need to agree on a delivery time with a guest.

• true

• false

Answer ‘True’ or ‘False’ to the following statement: If there is a delay and the guest is angry, the best thing to do is identify who is to blame.

• true

• false

Answer ‘True’ or ‘False’ to the following statement: Even if another department is delivering an item that a guest requested with you, it is good to follow up with guest to ensure they received it.

• true

• false

What are three pieces of information a guest may request from you?

• Information on the products and services offered by the establishment

• Availability of services, hours, location of meals, services and equipment

• Personal information of management or staff

• Requests for information about local services, attractions, transport, shopping, entertainment, bars, places to eat.

If a guest wanted information regarding restaurants in the hotel, what can you give the guest?

• Copies of menus

• Opening hours

• Phone number for restaurants

• Manager's personal number

"Operating technologically-based items" is assistance you can provide to ...

• Honeymooners

• Elderly people

• Businessman