In the core of every hotel operation lies the front-of-house team, witnessing a myriad of experiences, from peculiar requests to impolite guests. They are vigilant gatekeepers who hold the key to fulfilling almost any desire a guest may have during their stay.
I spent approximately four years working at the front desk of a prestigious hotel in the region. My tenure in the hospitality industry was a mix of emotions, yet it granted me a profound understanding of the sector and invaluable insider insights.
Encountering guest requests was a daily routine for me, ranging from setting up a romantic room for a proposal, to draining a clogged bathtub, to starting the music at the perfect moment during a wedding procession, or even taking a guest’s pet for a quick outdoor break – yes, it all happened.
We were ingrained with the belief that no request was insurmountable, and we made every effort to accommodate their wishes to the best of our abilities. Admittedly, some requests proved unattainable, such as securing a table at a fully booked restaurant or upgrading a room in a fully occupied hotel, but we always endeavored to try, especially for guests who treated us with respect.
A foolproof method to potentially fulfill any desire during a hotel stay is to exhibit kindness and amiability towards the staff. Whenever a guest presented a challenging request over the phone, I was more than willing to oblige, provided they were courteous and appreciative.
The satisfaction derived from enhancing a guest’s experience and witnessing their gratitude is unparalleled. However, there is an additional incentive for such efforts.
Ultimately, we aim for positive feedback. We strive for guests to recognize our exceptional efforts in making their stay memorable, ensuring a seamless experience that they would enthusiastically recommend to others.
A favorable review not only enhances the hotel’s reputation but also reflects positively on the staff personally. It is astonishing how much the staff, particularly those at the front desk, can accomplish with a simple yet polite request, a phenomenon observed across various hotels, not exclusive to where I worked.
One guest jokingly requested a plastic dinosaur, a bottle of champagne, and roses to be awaiting them in their room upon arrival at a different hotel – and there they were. Similarly, another guest sought a toy baby stegosaurus and was delighted with a plastic replica during their stay.
The spectrum of requests is wide-ranging; from constructing a fort out of bedding to requesting an additional fort in the shape of an elephant, from framed celebrity photos in rooms to specific snack preferences, from wrapping children’s gifts to indulging in a bath of milk or honey with a daily supply of 15 cucumbers.
In a noteworthy instance, a guest phoned ahead to arrange a life-sized cardboard cutout of Jeff Goldblum to be placed in the room before their arrival, a request I gladly fulfilled. Another guest recounted a humorous scenario involving a blonde doll and a toy pony that awaited them in their room.
Additionally, there was a memorable encounter where a group of elderly ladies requested the presence of attractive men in their room; we creatively placed images of handsome actors throughout the room, much to their amusement, making for an entertaining weekend.
Nevertheless, a downside of working in the hospitality industry, particularly at an upscale hotel, is the potential encounters with discourteous and unappreciative guests. Concealed behind a well-practiced smile, I often found myself grappling with frustration as a haughty guest rudely demanded assistance well before the check-in time.
For such guests, who displayed a lack of courtesy, I was less inclined to go above and beyond for a specific request, irrespective of potential reviews. I preferred to decline or explain the impossibility rather than extend any special favors.
This ethos was not exclusive to the reception department; kindness and courtesy made a significant impact across all areas, underscoring the shared humanity between staff behind the scenes and those at the forefront.
If you have a travel anecdote to share, feel free to email webtravel@reachplc.com.
