Handle guest request.

1.      Listen to get the facts.
2.      Probe into the needs of guest by asking questions to clarify his request.
3.      Explain what you can do or offer alternative.
4.      Confirm with the guest that this is satisfactory.
5.      Use positive words like:
          Certainly, I will be happy/glad to…
6.      Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments.
7.      Follow up.
8.      Give information to the guest.
         8.1.Provide directions to the guest when asked.
       .8.2.Be sure that you are given the correct information.