Most guest complaints can easily be prevented by managing expectations. I remember working the overnight shift as a butler being responsible for the guest and housekeeping services in the entire hotel all by myself during a sold out night receiving one guest request after another within only a few minutes… and of course everything was an emergency and had to happen right NOW.

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Having to wait ten minutes for a an extra pillow or blanket during the day can still be considered prompt service, but at 2 am in the morning when you are tired and have to get up early in the morning for an important meeting ten minutes can feel like an eternity… and it’s even worse when you don’t even know how long you have to wait. Continue reading The Key to Prevent Most Guest Complaints →