Response Time - Feedback Needed
 

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 –

Additional pillows or towels –

Room service –

Rollaway or Crib –

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.

Key assist for a guest lock- Immediate (within 5 minutes)

Additional pillows or towels- 15 minutes

Room service- 30 minutes (unless it's a dinner involving several courses or a meal with many special requests: 40 minutes)

Rollaway or crib- Depends on the time of day/night.....if it's late, I'd say immediate......but this is probably one of those areas where it'd be helpful if the employee asked the guest "will you be needing that immediately?". Some people may ask for it upon entering the room at check-in, and not really be in need of it until bedtime hours later.

PS- Regarding the request for a pillow....I once stayed in a Marriott property in Orlando and requested an extra pillow for 3 days running until I finally gave up.

I'm curious as to the results, mlbhoosier. I don't consider myself to be a demanding person at ALL, so it will be interesting to see what other people consider tolerable.

I will post the results when I have compiled more data. Thank you for your feedback.

Key assist for a guest lock that does not work – ASAP =- 5 Minutes MAX

Additional pillows or towels – depends on time of day, but within 30 minutes

Room service – set expectation when order is placed, but within 45 minutes

Rollaway or Crib – within 60 minutes

Room Maintenance - Set expectation when call is placed, but a call back within 10 minutes.

I agree with the times proposed by Back Seat even though I think it would be better if room service was closer to 30 minutes. Certainly, the food order would affect time for prep as well as delivery.