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Don’t wait for a guest to ask. Observe situation and be prepared when the need occurs.
Once they ask, you need to respond. And that’s fine but it’s also EXPECTED. It might as well be LATE. Not because it’s really late, but...
Everything you do should have hotel’s unique signature.
Many times, hotels RUN TO IMPRESS while forgetting basic hospitality standards. So you end up seeing HORRIBLE MANNERS of wiping a table...
Guests care about realness of an experience not consistency. False.
They care about BOTH. Realness of experience means how authentic and GENUINE your service is. Consistence means having standards and...
A guest isn’t always right but you’re always responsible. The best thing you can do is to listen.
“A customer is always right” means it’s up to you to ACKNOWLEDGE their feeling and impression. They are right when it comes to their own...
Authentic to what exactly? Others?
Authentic TO brand, culture, destination, the needs of individual, shared love towards something; what’s your perspective you’re...
Make your guests feel what it’s like to stay with you before they come.
A picture is worth a thousand words. But a thousand words YOU want your guests to say. Think of senses you are trying to evoke with a...
Knowing information about a guest is worthless unless you use it intentionally.
What I recently experienced in customer service – SARCASM, proving their point, proving me wrong and rude, showing as if they were on top...
Standardization is the level of your practice. Customization is the level of your potential.
“You don’t rise to the level of your potential. You fall to the level of your practice.” Standardization exists to support you, whether...
Before implementing an idea, always ask yourself if it’s on brand.
NOT every idea is good for every business. It depends on what values you promote and build your business around. Offering and promising...
The actual experience has to be better than the one on Instagram. Always.
Selling is hard. It’s EASIER to produce something and provide a service than to sell it. BUT selling a service that is NOT as good as you...
Boutique hotels can not afford inattentiveness in service.
IF A GUEST NEEDS TO ASK FOR SOMETHING, THEY ARE ALREADY PAYING EXTRA. In a today’s world, where luxury is about convenience and...
Meeting expectations won’t satisfy guests. They paid it. Exceeding them will.
The recipe for delighted guests is easy to say, a bit harder to do. First deliver, than over deliver. That’s it. First give them what...
Not all guests want the same.
Even if your guests are similar which they should be, they do not all want the same. If you are marketing your hotel well, you will...
Creating more value for guests, doesn’t have to cause increase in costs.
Value is relevant to a person. What you find valuable, someone else would NOT accept for free. And the other way around. Something...
"It can happen to anyone" is just an excuse for an embarrassing mistake you didn’t take ownership of
“It can happen to anyone.” – It’s true. But the moment when your team has made a mistake is not the moment to take care of your team but...
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