<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by mlbhoosier:
I am working on a project to improve response time as it relates to guests’ requests. Could you please give me your opinion as to what you consider an acceptable response time for the following?
Key assist for a guest lock that does not work – Immediate -- 10 min. MAX.
Additional pillows or towels – 15 min.
Room service – 30 min.
Rollaway or Crib – 20-30 min.
Thank you in advance for your open and honest feedback. Also, if you have another area that you feel is important to identify, please feel free to do so. </font>
I've added my times within your message above.
Here are some others:
Removal of room service trays in the hall: First hotel employee who walks by, minimally picks it up and moves it to the location of the staff elevator -- out of guest view.
In my view, for all of your questions above, the key is to SET AND MEET an expectation.
"Mr. Jones, you will have your pillow within 15 minutes." Even if it is within 30 minutes, that's probably fine -- just set a target you can, and will meet or exceed. If it's not fine, the customer will tell you, so you'll know the expectation you're dealing with.
As a guest, it's hard to know what is reasonable and reasonable certainly varies by person. By setting the expectation, you'll avoid a lot of guessing and ultimate frustration.