Quality of service shouldn’t depend on how busy or how good a specific employee is.

When a guest comes to your hotel, they come with certain intentions, such as to work or to relax, spend some time with family or partner or on the contrary, be alone.

This depends on what your hotel concept is and who you are perfect for.

Whatever the reason is, they want to rely on you for such experience.

And when they are not happy, when they complain or can not accept some mistake, it’s not like they want to be mean.

They just have high stakes and that’s their time and hopes to spend it certain way. While for you, many times the reality is they are just another guest.

In fact, when the quality is not satisfying, something went wrong or there’s a mismatch of expectations, their reaction actually depends on your reaction as a hotel.

Excuses, practiced generic responses and fake apologies for any unfortunate situation, when there is obviously no real understanding for a guest is rather frustrating and not helping at all.

Instead, just take ownership of it, address a guest’s pain and fix it, but for real. Even if it includes updating them on the matter after they left.

On the other side, there are always some employees who know how to outperform, who naturally connect easier with people and are quick problem-solvers.

It’s great to have such people in your team, but it’s not so good looking overall.

You might want to reward this person but also consider asking them to train others. Because essentially, you want others to outperform too.

It’s great for that one person to hear a guest is asking specifically for them, but this is embarrassing to a hotel.

It’s fine to have overachievers, but if it’s so obvious you’re not doing enough when it comes to hiring, training and company culture.

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