Hotel Guest Preference Procedure

In order to provide best possible service to all of our valuable guests proper maintenance of guest preference is highly essential.

Objective:

To create a memorable experience for our guests through personalized service by anticipating their needs, likes and dislikes through a process of knowing and collecting their preferences.

Process: It is a 2-part process:

1. Collection of Guest Preferences
2. Execution of the Preferences

1) Collection of Guest Preferences:

• Guest History Manager (GHM) champions and drives this process.
• Staff are to notice and record guests’ preferences on the Guest Preference Pads.
• GHM collects all departments’ Guest Preference Pads and ensure the data are keyed into the system.
• GHM shares month end data to recognize and celebrate efforts by departments and individuals.
• GHM interviews top departments and individuals’ “secrets” in getting the high quality guests’ preferences.
• GHM communicates and shares the “secrets” – best practices.
• GHM shares guests’ feedback on how they felt when we anticipate and recognize their needs.
• Department managers energize and communicate with all staff to strive to be “top quality collectors”.

Methods for Getting Preferences:

Staff are to use both listening and observation skills in noting guests’ preferences. Examples would be:

• Staff through conversing with guest learns that guest is a vegetarian.
• Staff notices that guest is left handed while signing documents.

2) Execution of Preferences

• GHM prints daily Arrival Reports with Remarks, picking up the preferences of guests in Remarks field.
• GHM ensures the guest’s preferences are action upon by working with all departments to accord and action on guests’ preferences.
• Department briefings are used to highlight such preferences and the actions to take.

Classification of Preferences:

Preferences are classified into:

1. Local Preferences
2. Global Preferences
3. Distinctive Preferences

1) Local Preferences:

They are specific only to the particular hotel such as:

• Balcony room in east side
• Local newspapers
• Prefers table 38 in Café Kool
• Likes room to be serviced by Mary only

2) Global Preferences:

These are common items that can be provided across all properties such as:

• Golden Circle Preferences:
• Amenities
• Preferred time of turndown service in hotel
• Preferred pillow type

3) Distinctive Preferences:

These are distinctive information about a guest that pertains to him/her only. Such information can only be gotten through staff:

• Keen observations of guests’ habits
• Through conversations with guests
• And in recording them on our Guest Preference Pads

Examples are:

• Mr John Smith is left-handed
• Mr Gary Lee is allergic to nuts
• Ms Mary Seet likes to drink diet coke
• Ms Caremen Coster prefers room temperature of 26 degree Celsius
• Mr K.T. Tan likes to listen to flute music

Points To Consider When Collecting Guests Preferences:

When you record a guest’s preference, there are 3 points to consider before recording the preference:

• Is the Guest Preference Accurate?
• Is the Guest Preference Attainable?
• Is the Guest Preference Actionable?