Improving room service performance

Faster room service – How long does a guest have to wait before he receives service for a call made to the reception, kitchen or any other hotel section.

Room service is one of the easiest ways to satisfy a guest. However, hotel managers need to ensure that it is fast and up to the mark. If a guest is going to be waiting for 30 minutes just to receive fresh water or towels, he is unlikely to be returning to the hotel. Most guests do understand that a human-response time is obviously required but no more. If room service can surprise guests by efficiency and faster response-time better than what is expected, the hotel can expect to earn guest loyalty which translates into greater occupancy for long-term benefit.

Step-by-step implementation

  1. All room service calls should be answered 24×7.
  2. If possible, maintain a pantry on each floor along with a small storage section stocked with essentials like fresh water, towels, bed clothes etc. This would cut down response time for calls made to both the kitchen and housekeeping. Rooms can be serviced far quickly than if the housekeeping employees have to rush to the main stock room for all requirements or to the kitchen.
  3. Separate in-house phone lines should be maintained for calls and services that could be accessed at the touch of a button.

More steps in the full edition of the BSC Toolkit for Hotel.


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