Second Effort Program

The Second Effort Program is a logging procedure designed to guarantee that guest requests are addressed promptly and efficiently.

Whenever a guest makes a request, such as "Could I have two towels brought to my room?", it must be recorded in the Second Effort Log. Ideally, these requests should be fulfilled within 15 minutes to enhance guest satisfaction.

As depicted in the image below, the log requires the following information:

• Room Number
• Time of request
• Details of the request

Additional steps:

• Add your initials in the "Advised" section.
• The person who completes the request should add their initials in the "Follow Up" section.
• The Duty Manager signs off in the "DM" section upon task completion.
• The Night Audit team will attach the log to their checklist at the end of their shift.

By diligently following the Second Effort Program, we can proactively manage guest requests and ensure a positive and memorable experience for every guest.