When guests arrive whether for business or pleasure, it is important to keep in mind that are unaware of a departments procedures.
A procedures that is necessary may seem to be a miniscule step to the guest. In this instance, a potentially loyal guest could be lost. Communicate with the guest and let them know what is occurring and assure them that you are working as quickly as possible to complete their request.
The guests expectation is that requests in a Five Star setting, delays should not normally occur. Even with best practice service, you have a content guest, not a loyal guest.
Communicate, assure, and assist.
Chaz Wellington – Gaming Professional