Course description

A guest should never have to search for the person responsible for their request. Ownership means that the colleague who receives a request makes sure it is followed through to the end, even when another team carries it out.

Based on the Dyafa Hotels & Resorts ownership training, this course shows how to receive a request correctly, follow it in five steps, use ownership phrases, hand it off properly and keep the guest's trust when something is delayed.

It is for every colleague who takes requests from guests, in person, by phone or on the floor.

What will i learn?

• Receive a request by listening, confirming the details and recording it
• Follow each request through five steps until it is confirmed and closed
• Use ownership phrases that state the next step and a time
• Hand off a request to another team without losing ownership
• Keep the guest updated and trusting when a request is delayed

Frequently asked question