Blog Post

Hospitality Business And The Small Details


In the hospitality business, we know that when we are taking care of our guest it’s not just the actions of service such as pouring the water, handing out room cards, taking menus to a table… It’s all the little pieces that are connected to the experience. Things like cleanliness can really impact the impressions the guest have on your business. Or when giving someone a seat that is wobbly or springs are coming out of it looks dirty or arms of chairs are banged up, it create question marks in your guest’s minds. It makes them slowly wonder about your business. When a guest sits on a wobbly chair and the table is dinged up and the light fixture is dusty or the menus you gave them are not so clean it creates question marks in the guessed mind where there should be none. Worst of all, these are things you can fairly easily control.

Remember that when we deliver service, we deliver a trusting experience. And everything you do needs to remind people that they can trust you. When guests can really relax and feel comfortable, that is the experience guests are looking to have. People, in general, go to restaurants, hotels, resorts… to feel better. They want solutions to maybe a tough day and have someone simply pour them a glass of wine.

So what to do? First thing is to bring in fresh eyes. As business people, we may tend to get too comfortable and stop noticing the details. A pair of fresh eyes, as your guests have, will notice things that you may have glossed over. In addition to fresh eyes, make sure your team is working together with the same priorities in mind. We need to remind ourselves and the team that we should not get to comfortable and when one sees an issue that needs fixing, such as a missing light-bulb, it gets taken care of. The more eyes are paying attention, the better.

Remember that team members learn differently. Some people can hear it once and retain it. Some need to see it in action. Some need everything presented in order. Some need to see and have a checklist. Some need to do the walk-through and talk through.

Servicing your guest is a conversation. What is your facility saying about you? These are your customers, so take best care of them and they will take care of you by coming back and telling others about your establishment!

Related Posts

Promo Products Showcase – Audio Water Bottle – Magnetic Car Flag – Treat Boxes – Duffel Bag – Packaway Jacket

Custom Imprinted Audio Water Bottle This item has a Bluetooth speaker at the bottom of

Promo Products Showcase – Gift Bag – Micro Fiber Hand Duster – Cannabis Strain Tracker – Sling Bag – Ribbon & Bows

Custom Imprinted Gift Bag Great for a logo on the front. In that bag you

car truck magnet
I could just do it myself in minutes!

It always fascinates me when a client says something like that. Maybe that is

Cafe Promotional Chunky
Consumers Love Promotional Products

Americans have spoken: They love promotional products more than ever. For more than 200

Personalized umbrella
Choosing a Personalized Promotional Item

OK, so you just need an personalized umbrella. You may be tempted to select the

hotel management
Driving Hotel Revenue and Improving Guests Experience with Promotional Products

As a Hotel Manager or Sales Director, your main concerns are likely to be

Personalized USB Key – Great for Hotels

Being successful in a hotel industry isn’t determined by the number of new customers

Debossed 17 oz. Regency Insulated Bottle

17 ounces, Full Stainless steel construction – Vacuum seal with leatherette sleeve Push Button

Donald Trump’s campaign spent more on hats than on polling!

Are slogans on hats and t-shirts better than messaging of substance? Does it just

bed and breakfast
5 Bed and Breakfasts’ No-Nos

B&Bs and inns are different from hotels. To the uninformed outsider, they appear the

bed and breakfast inn - breakfast
Top Five Things NOT to do at a Bed and Breakfast

Mike Shubic asked over 100 Innkeepers what their biggest pet peeves were with guests.

Technology and hospitality
Technology’s impact on the Hospitality Industry

Michael Bull and his panel of hospitality experts discuss how technology has changed the

Hotel guests fly a kite
Tell Your Hotel Guests To Go Fly A Kite!

When was the last time you flew a kite? We spend so much time indoors

hotel web site
Hospitality Web Site & Improving Guest Booking

Whether you have a web site or looking to build one, your web site

a guy at starbucks
A Guy At Starbucks…

It is fascinating to see how going to a coffee house use to mean

hospitality jobs
How To Write a Hospitality Job Post That Really Works

Which wording should be put in your hospitality ads that will ring true in

custom printed hanging toiletry bag
Toiletry Bags For Your Hotel, Inns, B&B, Resorts….. Guests!

We read an article from Kiplinger that mentioned gifts to give to someone who

hotel gift
Give your hotel guests the more unusual room gifts!

Surprise them with, more uncommon, custom printed gifts and useful items. Like a computer

bar in hotel
Pop-up Bar, Constructed From an Old Elevator Car

Loews pop-up bar goes on tour

attracting customers
Hospitality & Attracting Local Customers

As customers ourselves, we are, actually, very in tune with our process in deciding

cancel reservation
Should Hotels Charge Cancellation Fees?

After reading Daniel Lesser’s, president and CEO, LW Hospitality Advisors, article on Nickel and diming,

Web Analytics