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Efficiency · Sense of Luxury
Timing critical
In-room request — 10-minute standard
Situation: Guest calls or messages for extra pillows, iron, or amenities
Forbes focus
In-room requests arrive within ~10 minutes unless guest is advised otherwise; presentation matters.
Target ≤ 10 minutes to door. Proactive update if delayed.
Step sequence
Step 1 · Acknowledge
“Certainly — I'll have extra soft pillows to your room right away.”
Step 2 · Own the clock
Dispatch immediately. If delay is unavoidable, call guest with realistic ETA before the 10-minute mark passes silently.
Step 3 · Deliver
“I've brought your pillows — may I place them on the bed? Is there anything else I may arrange?”
Tray/cloth presentation when appropriate; never a loose plastic bag look.
Do say
- · Right away
- · I'll confirm when it arrives
- · Is there anything else?
Don't say
- · Someone will get to it
- · We're slammed
- · Only turndown can do that
Related modules
Quarterly completion
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