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SpanishAre you an English student employee working in a hotel who needs to reassure guests that you’re addressing their request? If so, you’re in the right place. It’s important to let guests know that you’re working on their request and will follow up soon with a resolution. In this blog post, we’ll be sharing 5 tips for hotel employees who want to reassure guests that their request is being taken care of.
Read on to learn more about how you can politely and quickly handle guest requests!
1) Speak Slowly and Clearly
When talking with a guest, it’s important to speak slowly and clearly. Don’t rush through the conversation or mumble your words. Speaking slowly allows guests to understand what you are saying and gives them the confidence that you are being attentive to their request.
It’s also important to use language that is understandable to all guests, regardless of their language background. Keep in mind that some people may not be familiar with hotel industry terms, so try to stick to everyday words they can easily comprehend.
Be sure to address the guest politely and professionally, using formal titles when appropriate. The way you communicate with guests sets the tone for the entire interaction and can either put them at ease or leave them feeling anxious and unimportant.
Finally, be sure to make direct eye contact with guests while speaking with them. Doing this communicates that you are paying attention and listening carefully to what they have to say.
Following these tips will help reassure guests that you are taking their requests seriously and will get back to them soon.
2) Repeat the Guest’s Request
Repeat the guest’s request back to them in your own words to make sure you are on the same page. This will help avoid any miscommunication and show them that you have been listening and have noted down their request correctly. Let the guest know that you are working on their request and that they can count on you to get it done as soon as possible.
To make sure that you have understood correctly, paraphrase the request back to them.
For example, if they asked for extra towels, you might say “I understand you would like an extra set of towels?”
This will reassure the guest that you are on top of their request. Be sure to use a polite and friendly tone when speaking to them, as this will make them feel valued and respected.
3) Offer a Timeframe
When responding to a guest’s request, it is important to provide an estimated timeline for when their request will be completed. Providing guests with an expected timeline of when their request can be fulfilled lets them know that you are taking their request seriously and actively working on it.
However, it is important to keep in mind that the timeframe you offer should be realistic and achievable. You do not want to make promises that you may not be able to keep.
When offering a timeframe, be sure to include the expected length of time it will take to complete the task as well as any potential delays that could occur due to unforeseen circumstances.
For example, if the guest’s request involves contacting another department, let them know that you will follow up with them as soon as the other department has provided the necessary information.
This way, they know that you are aware of the potential delays and actively looking into them.
By offering guests a timeframe for when their request can be fulfilled, you are helping to reassure them that their request is being taken seriously and being worked on. This also helps to reduce any worry or anxiety that the guest may have about their request not being resolved in a timely manner.
4) Thank the Guest
When responding to a guest’s request, it’s important to thank them for their inquiry. Expressing gratitude can go a long way towards making a guest feel appreciated and acknowledged. Thanking the guest for their request shows that you value their time and input.
Additionally, it helps to show that you are taking their request seriously and are dedicated to providing the best customer service possible.
When thanking the guest, it is important to use polite and respectful language.
Start by saying “Thank you for your request.” You can then follow up with an explanation of how you will address the request.
For example, you might say something like: “I appreciate you bringing this to my attention, and I will work quickly to resolve the issue for you.”
It is also important to express genuine appreciation when thanking the guest.
A simple “thank you” is not enough.
Instead, try adding some additional phrases such as “I am grateful for your patience” or “Thank you for understanding.” This will help show that you genuinely appreciate their input and are thankful for their trust in your abilities.
By thanking the guest and expressing genuine appreciation, you can make them feel valued and respected. This is a great way to ensure that your guests feel heard and reassured that their request will be taken care of.
Learn how to turn negative to positive with your English skills here
5) Follow Up
It’s important to make sure that you follow up with guests after they have submitted a request. This can help reassure them that their needs are being met and that you are taking the necessary steps to resolve the situation. Make sure to contact the guest as soon as possible after their request is made and provide them with an update. Let them know that you have received their request, that you are working on it, and when they can expect to hear from you again.
Check out this guide on how to follow up correctly in English.
It’s also a good idea to send a short email or message after the resolution of the request to check in with the guest and see if they are happy with the outcome. This shows that you care about the customer’s satisfaction and that their request was taken seriously. It will also give them peace of mind knowing that you followed up and kept your word.
