105. Don't Make the Guests Repeat Unnecessarily!

It can be quite tiresome to be asked repeatedly the same things during a hotel stay. Some examples:

  • The most classic one is when different individuals at the hotel would ask the arriving guest, "How's the flight?" repeatedly. My record is 7 times. (Airport rep, driver, porter 1 (who welcomed me at hotel entrance), manager, receptionist 1, receptionist 2 (who escorted me to the room) and porter 2 (who delivered my luggage to the room).
  • When checking in, don't make guest fill up their email address again when this was already provided during the direct booking process. Don't ask for something you already (should) know or (should) have. 

If the receptionist would like to verify if same email is to be used, ask, "Mr. Brown, may I just confirm if your email is ..... and this is the preferred contact address?"

  • When the spa receptionist is not aware that the guest has already selected the type of treatment the previous day when making the spa booking.

  • When guest has requested for Housekeeping to NOT place back the display cushions on the bed each day. This was respected for the first day, then not followed through again the day after.
  • When guest requests for an item or service (e.g. plastic bags sent to the room or to have turndown earlier), and is re-directed to another colleague/department without informing the colleague what the request is about. Often, the second team member would simply ask, "Yes, (guest name if at all used), how may I help you?" This means the guest has to repeat all over once more.
At the very least, the second person should be able to say, "Good afternoon (guest        
name), I understand you have a request regarding the cleaning of your room?" This way, it shows there was at least some degree of communication between the two colleagues/departments.

  • Often, while dining at the hotel - be it breakfast, lunch, dinner at the outlets or even in the room, the guest is asked if he/she has any food allergy. This is a thoughtful question, but not when the guest has to repeat each and every time. In most cases, this information has already been verified during check-in and any known allergy should already be in the system. 

    Another common occurrence is when diners have to repeat to the next employee that they have already ordered their drinks, that they have already said no to the second round of drinks/additional bottle of wine, and that they have already declined desserts.

    Sometimes, different employees will come to the table at different times to ask about the same dish, "How's the food?" The service is now considered intrusive by its repeated visit and same questions.

Do listen attentively, act intuitively and communicate effectively with other colleagues so as to provide seamless service.


Reflective thoughts: Given the above situations, list down all the possible reasons that resulted in the repeat service. Then work through them one-by-one, and come up with suggestions how to improve the communication (and reduce the repetitive asking).

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