Deliver on demand. You are expected to. Deliver proactively. It’s surprising.

A guest comes with certain expectations. They think they paid for these expectations, so that’s a bare minimum you should do – meet those expectations. And they are right.

Hopefully, you know what these expectations are because you’ve created them via your offer.

I say hopefully because today, businesses are not afraid to PUMP UP THEIR OFFER and make it sound better than it actually is.

And hopefully the story goes like this: guests paid, you delivered and they got what they expected for their money.

BUT the whole new level is the anticipation of guests’ needs and wants.

And you need to do this INTENTIONALLY and train your team to spot opportunities.

When a guest asks for something and your team tries to accommodate, that can be an example for going above and beyond for a guest. But this is acting REACTIVELY.

When your team recognizes a need or spots a specific situation with a clear need that is going to occur and they act and provide before a guest even asked that is PROACTIVE approach.

This can be sudden or even planed, meaning you’re looking for specific patterns to over deliver and surprise which are according to your hotel’s philosophy.

But in either case, a guest is going to feel EXTREMELY taken care of, seen, safe and important.

They felt they mattered. And from there on, you matter to them too.

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Be WORTH EVERY PENNY & every second of your guests.