How to Handle Special Requests from Guests in English

Handling requests from guests in English professionally is a crucial skill for hotel staff. Whether guests request a room change, dietary accommodations, or special arrangements, responding with politeness and efficiency ensures a positive guest experience.

In this guide, you’ll learn how to handle special requests from guests in English across different hotel departments, including front desk, housekeeping, concierge, and restaurant staff. We’ll also cover common guest requests, professional responses, and email templates for handling requests smoothly.

A Complete Guide to Guest Service Agent Skills

Why Handling Special Requests Professionally Matters

Guests often make special requests to enhance their stay, and how hotel staff respond can greatly impact the hotel’s reputation and customer satisfaction.

Common Types of Special Requests from Guests in English:

• Room Preferences: Extra pillows, early check-in, late check-out, room with a view

• Housekeeping Requests: Additional towels, hypoallergenic bedding, deep cleaning

• Concierge Requests: Restaurant bookings, transportation, local tours

• Dietary Requests: Vegan, gluten-free, or allergy-friendly meals

• Celebration Requests: Birthday decorations, honeymoon packages

Let’s explore how to handle these requests from guests in English professionally.

29 Helpful Customer Service Phrases To Use

How to Professionally Handle Requests from Guests in English

1. Acknowledge the Guest’s Request Politely

Always start with a polite acknowledgment of the request.

Example Phrases:

• “Certainly, Mr./Ms. [Last Name], I’d be happy to assist you with that.”

• “I appreciate you letting us know. Let me check the availability for you.”

2. Confirm Availability and Provide Solutions

If the request can be accommodated, confirm it right away. If not, offer alternative solutions.

Example Phrases (When Available):

• “Yes, we can provide an extra pillow for you. It will be sent to your room shortly.”

• “We do have a late check-out option available until 2 PM. Would that work for you?”

Example Phrases (When Not Available):

• “I’m sorry, but we are fully booked tonight. However, I can offer you a complimentary breakfast for your early departure.”

• “Unfortunately, our spa is fully booked today, but I can schedule an appointment for you tomorrow morning.”

How to Handle Different Types of Guest Requests

1. Handling Room Requests

Guest: “Can I have a room with a sea view instead of a garden view?”

✅ Professional Response:
“I’ll be happy to check that for you, Mr./Ms. [Last Name]. Let me see if we have availability for a room with a sea view. I’ll confirm the details shortly.”

➡️ Solution: If available, confirm the change. If not, offer an alternative:
“Unfortunately, all sea-view rooms are currently occupied, but I can upgrade you to a room with a balcony at a discounted rate.”

2. Handling Housekeeping Requests

Guest: “Can I have extra towels and hypoallergenic pillows in my room?”

✅ Professional Response:
“Of course, I’ll arrange for extra towels and hypoallergenic pillows to be delivered to your room right away. Please let us know if you need anything else.”

➡️ Solution: If the item is unavailable, offer an alternative:
“We are currently out of hypoallergenic pillows, but we can provide pillow covers designed for allergy protection. Would that work for you?”

3. Handling Concierge and Travel Requests

Guest: “Can you book a taxi for me to the airport tomorrow morning?”

✅ Professional Response:
“Certainly! What time would you like to leave? I’ll schedule a taxi for you and confirm the details shortly.”

➡️ Solution: If taxis are unavailable, offer another option:
“Taxis may be limited at that time, but I can arrange a private car service for you at a similar rate.”

4. Handling Dietary Requests in a Hotel Restaurant

Guest: “Do you have any gluten-free meal options?”

✅ Professional Response:
“Yes, we do! Our menu includes gluten-free options such as [list items]. I can also inform the chef to ensure your meal is prepared accordingly.”

➡️ Solution: If no gluten-free options are available, suggest alternatives:
“At the moment, we don’t have a dedicated gluten-free menu, but we can prepare a customized dish for you. Would a salad with grilled chicken work?”

5. Handling Celebration or Special Occasion Requests

Guest: “We’re celebrating our anniversary. Can you arrange something special?”

✅ Professional Response:
“That’s wonderful! Congratulations! We can arrange a romantic room setup with flowers and chocolates. Would you like a personalized note included?”

➡️ Solution: If certain amenities are unavailable, offer an alternative:
“We don’t have flower arrangements today, but we can provide a complimentary dessert and a bottle of wine. Would that be alright?”

How to Respond to Guest Requests via Email

When handling requests from guests in English over email, maintain a polite and professional tone.

Email Template for Confirming a Guest Request

Subject: Confirmation of Your Special Request at [Hotel Name]

Dear [Guest’s Name],

Thank you for reaching out to us. We are pleased to confirm your special request for [mention request] during your stay at [Hotel Name]. Our team has arranged everything to ensure your comfort.

If there is anything else we can assist you with, please do not hesitate to let us know. We look forward to welcoming you soon!

Best regards,
[Your Name]
[Your Position]
[Hotel Name]

Phrases to Use When Beginning English Business Emails

How Different Hotel Departments Can Handle Requests from Guests in English

Front Desk Staff

• “I’ll be happy to assist you with your request. Let me check the availability right now.”

Housekeeping Team

• “Of course! I’ll have extra pillows and towels delivered to your room immediately.”

Concierge Services

• “I’d be happy to make a dinner reservation for you. Do you have a preferred time?”

Restaurant Staff

• “We have several vegetarian options on our menu. Would you like me to recommend one?”

How to Follow Up on an Email Without Being Annoying in English

Final Thoughts on Handling Requests from Guests in English

Handling requests from guests in English requires politeness, attentiveness, and problem-solving skills. Whether responding in person, over the phone, or via email, always acknowledge the request, confirm availability, and offer alternatives when necessary.

By responding professionally, hotel staff can enhance the guest experience and leave a lasting positive impression.

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