How to handle guest requests so nothing gets forgotten between shifts

To ensure guest requests are never forgotten between shifts, you need to implement a clear, consistent system for logging every request and establish specific handover protocols for outstanding tasks. This approach ensures that information flows reliably from one team to the next, maintaining high service standards for your guests.

Implement a Clear, Consistent Logging System

The foundation of effective request management is a standardised logging system. Every single guest request, regardless of how minor it seems, must be recorded. This includes requests made in person, over the phone, or via any digital channel. The system needs to capture essential details: the guest's name and room number, the specific request, the time it was made, the staff member who took the request, and the deadline or desired completion time. Without this basic information, it is impossible to track progress or assign accountability.

For independent and family-run seasonal hotels, simplicity is key. Overly complex systems often fail because they are not consistently used. The chosen method should be intuitive and quick to update, allowing staff to log requests without disrupting their primary duties. The goal is to create a single source of truth for all guest requests, visible to everyone who needs it.

Establish Specific Handover Protocols

Even the best logging system is ineffective if information does not pass correctly between shifts. Handover protocols are essential. Before a shift ends, the departing team must review all outstanding requests with the incoming team. This needs to be a structured discussion, rather than just a quick mention.

• Review each pending request: Go through every uncompleted item on the log. Confirm its status and any actions already taken.
• Highlight urgent items: Point out requests that require immediate attention or are approaching their deadline.
• Assign responsibility: Clearly state which incoming staff member is now responsible for each outstanding request.
• Document the handover: Have both the departing and incoming supervisors or senior staff sign off on the handover log, confirming that all information has been exchanged and understood. This adds a layer of accountability.

This formal process ensures that no request is overlooked and that the incoming team starts their shift fully aware of their responsibilities regarding guest needs.

Utilise Simple Digital Tools or Physical Logs

You do not need expensive software to manage requests effectively. Simple digital tools or well-structured physical logs can work very well. For digital options, a shared spreadsheet (like Google Sheets or Microsoft Excel) accessible on tablets or computers at the front desk and other key areas can be highly effective. Cloud-based solutions mean real-time updates and accessibility from anywhere.

If you prefer physical logs, use a dedicated notebook or binder with clearly defined columns for all the necessary details. Ensure these logs are always kept in a central, easily accessible location. The key is that the chosen tool, whether digital or physical, must be consistently used and understood by all staff. It should be easy to see at a glance which requests are open, in progress, or completed.

Train Staff on Follow-Up and Communication

Even with a perfect system, human error can lead to forgotten requests. Comprehensive staff training is therefore important. Train your team on how to use the logging system, and on the importance of timely follow-up and clear communication. Staff need to understand that every request reflects directly on the hotel's service quality.

• Acknowledge and confirm: Teach staff to acknowledge the guest's request and confirm understanding. For example, 'So, you'd like an extra pillow delivered to room 205 within the next 15 minutes. We can do that.'
• Provide updates: If a request cannot be fulfilled immediately, staff should communicate this to the guest, provide an estimated completion time, and update them if there are any delays.
• Close the loop: Once a request is fulfilled, the staff member should ideally confirm with the guest that they are satisfied and then mark the request as completed in the system. This ensures the guest feels heard and attended to.

Regular refresh training sessions can help reinforce these practices and address any recurring issues.

Conduct Regular Audits

A system is only as good as its implementation. Regular audits are necessary to ensure the request management system is being used correctly and effectively. As an owner, general manager, or head of department, you should periodically review the logs.

• Check for completeness: Are all requests being logged with the required details?
• Monitor timeliness: How quickly are requests being fulfilled? Are there consistent delays in certain areas?
• Verify handovers: Are handover protocols being followed diligently between shifts?
• Gather feedback: Speak to staff and even guests (informally) about their experience with requests. Are there bottlenecks or areas for improvement?

These audits help identify weaknesses in the system or areas where further training might be needed. They also send a clear message to staff that managing guest requests is a priority for the hotel.

To refine your team's approach to guest requests and ensure consistent service delivery, consider DolceVita staff training. This service is available at your hotel, one person at a time, during service or online, from €275 per person. Alternatively, for your whole team, the DolceVita Online Academy offers twelve months of library access for the whole hotel, €1,250 a year for up to 25 people, €2,500 for up to 75, or €5,000 for up to 150.

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