In hospitality, every guest interaction presents an opportunity to exceed expectations. Regardless of your role or where you work, delivering a memorable guest experience relies heavily on collaboration and teamwork. Whether it’s a personalized touch or a truly exclusive service, managers and leaders must empower their teams with the right tools and training to go that extra mile, or what I like to call ‘the +1 factor’.
To support your team in delivering exceptional service, spend time observing and listening to them in action; be present during check-ins, check-outs, restaurant orders or in-room dining services. Understanding their challenges and strengths firsthand will help you identify areas for improvement and recognize their achievements. Remember, as a leader, your role is not just to manage but to develop future leaders.
Going Far and Beyond
An elevated guest experience places your guests on a higher level than they anticipated, and it begins with thoughtful preparation:
- Anticipate guest needs: Review daily arrivals and ensure preferences are met, regardless of how the booking was made. Having the right room set up before the guest arrives forms the foundation of a great stay.
- Proactively offer loyalty opportunities: Train your front desk team to promote loyalty or recognition programs in a seamless, personalized manner. They should be confident in communicating member benefits based on status levels and delivering on these promises without being prompted.
- Empower creativity: Select team members not only for their skills but also for their ability to go the extra mile. Encourage them to creatively use hotel services to surprise and delight guests.
- Maintain exceptional property knowledge: Ensure your team has a comprehensive understanding of the property, its services and the surrounding area. Cross-train front desk agents with concierge functions so they can effectively assist guests even in the absence of a dedicated concierge. If a concierge team isn’t available, prepare a resource document with answers to common guest questions. Knowledge is key to success.
- Show pride & perform well: Regardless of the manager you are, ensure your team pays attention to detail and shows pride in your property and the work you do.
Personalization is Everything
In hospitality, the human connection is everything. While labor costs are among the highest expenses for hotels, and some properties have replaced departments with automated systems, luxury hotels still prioritize people over machines. Many high-end properties maintain a higher staff-to-room ratio, which remains a key factor in defining whether a hotel is entry-level, midscale or luxurious.
Your team members need the right demeanor, whether they’re front-facing with guests or working behind the scenes. The back office should be a safe space — a place where your team can breathe, laugh, seek support or even cry when dealing with tough situations. Yes, one can have a lot of fun in the back, but when duty calls, it’s important to know when to switch gears. That positive and supportive environment made my team more comfortable interacting with guests and management alike. One of my favorite accomplishments was when a guest told me they preferred staying at our hotel over the one next door simply because of the amazing vibe. They could genuinely feel the collaboration, support and teamwork among the employees throughout the entire hotel — everyone working as one. In this industry, kindness and a warm smile go a long way. Your team needs to be personable, approachable and caring toward guests.
Whenever possible, greet guests in their own language and use their names throughout the interaction. If a guest’s last name is difficult to pronounce, don’t stress — they likely know this and will happily help you get it right. Just making the effort shows respect and attention to detail. Likewise, encourage your team to ask thoughtful questions at the right moments. Small but meaningful gestures can turn an ordinary interaction into something memorable, setting your hotel apart from the competition.
While it’s impossible to please every single guest, you can empower your team to focus on delighting at least one guest per day. Encourage them to go above and beyond, making that guest’s experience truly special. By fostering this mindset, your team will naturally elevate the guest experience — one personalized interaction at a time.
Once the team is comfortable performing an elevated and personalized experience, it’s time to pass on to the next step: the Exclusive experience
The Power of Exclusiveness
It’s time to share and deliver the unique services your property offers — those tailored, exclusive touches that aren’t meant for every guest. The key is being perceptive: observing their behavior, picking up on verbal and non-verbal cues and adjusting your service approach accordingly.
Your restaurant team, for instance, should be able to distinguish between a business lunch that demands fast, efficient service and a family of four with two young children who need extra attention and care. Perhaps that business lunch would benefit from being held in a private dining room for added confidentiality. At some point, your team will need to step up and deliver that unique, exclusive experience that makes your property unforgettable.
These proactive efforts can significantly improve guest satisfaction metrics, including “Guest Love” or overall satisfaction scores. In today’s hospitality landscape, these metrics are critical for both independent properties and hotel chains alike.
By listening to your team and empowering them to deliver personalized, thoughtful and exclusive experiences, you’ll not only enhance the guest journey but also foster a culture of leadership and continuous improvement.
Story contributed by Julien Berrut, director of guest relations at InterContinental Boston.
