Guest Request and Complaints Prioritization Template

Guest Request and Complaints Prioritization in Priority Matrix

Prioritize guest requests and complaints to enhance customer satisfaction in your hotel.

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Proposed Tasks

Urgent and Important

• Task 1 due in 1 day: Handle urgent guest complaints
  ☐ Identify the severity of the complaint ☐ Address the complaint promptly ☐ Follow up with the guest to ensure satisfaction
• Task 8 due in 1 day: Address immediate maintenance issues
  ☐ Identify the maintenance issue ☐ Assign maintenance staff to fix the issue ☐ Ensure the issue is fixed promptly
• Task 12 due in 1 day: Handle immediate room service requests
  ☐ Identify the nature of the room service request ☐ Assign staff to fulfill the request ☐ Ensure the request is met promptly
• Task 14 due in 1 day: Address immediate housekeeping issues
  ☐ Identify the housekeeping issue ☐ Assign housekeeping staff to fix the issue ☐ Ensure the issue is fixed promptly
• Task 17 due in 1 day: Handle immediate room booking requests
  ☐ Identify the nature of the room booking request ☐ Assign staff to fulfill the request ☐ Ensure the request is met promptly
• Task 19 due in 1 day: Handle immediate food and beverage requests
  ☐ Identify the nature of the food and beverage request ☐ Assign staff to fulfill the request ☐ Ensure the request is met promptly
• Task 3 due in 2 days: Handle urgent guest requests
  ☐ Identify the nature of the request ☐ Assign staff to fulfill the request ☐ Ensure the request is met promptly

Important, Not Urgent

• Task 2 due in 1 week: Regular check-ins with guests
  ☐ Check in with guests to ensure their needs are being met ☐ Address any issues they raise
• Task 7 due in 1 week: Train staff on guest service
  ☐ Identify areas where staff need training ☐ Provide training on guest service best practices
• Task 16 due in 1 week: Review and update room rates
  ☐ Review current room rates ☐ Identify any rates that need updating ☐ Update rates and communicate changes to staff
• Task 20 due in 1 week: Review and update hotel amenities
  ☐ Review current hotel amenities ☐ Identify any amenities that need updating ☐ Update amenities and communicate changes to staff
• Task 11 due in 1 week: Schedule regular staff meetings
  ☐ Schedule regular meetings with staff ☐ Discuss any issues or updates during these meetings
• Task 4 due in 2 weeks: Evaluate guest feedback
  ☐ Collect feedback from guests ☐ Analyze feedback for trends ☐ Implement changes based on feedback
• Task 9 due in 2 weeks: Review and update hotel policies
  ☐ Review current hotel policies ☐ Identify any policies that need updating ☐ Update policies and communicate changes to staff
• Task 13 due in 2 weeks: Conduct guest satisfaction surveys
  ☐ Develop a guest satisfaction survey ☐ Distribute the survey to guests ☐ Analyze survey results
• Task 18 due in 2 weeks: Plan for peak seasons
  ☐ Identify peak seasons for the hotel ☐ Plan for staffing and resources during these seasons ☐ Ensure guests are satisfied during these seasons

Urgent, Not Important

• Task 5 due in 1 day: Address minor guest complaints
  ☐ Identify the nature of the complaint ☐ Address the complaint promptly ☐ Follow up with the guest to ensure satisfaction
• Task 6 due in 3 days: Fulfill minor guest requests
  ☐ Identify the nature of the request ☐ Assign staff to fulfill the request ☐ Ensure the request is met promptly
• Task 10 due in 3 days: Handle guest check-ins and check-outs
  ☐ Handle guest check-ins ☐ Handle guest check-outs ☐ Address any issues during check-in or check-out
• Task 15 due in 3 days: Handle billing and payment issues
  ☐ Identify the billing or payment issue ☐ Address the issue promptly ☐ Ensure the guest is satisfied with the resolution