A hotel lobby is a lot like Centre Court at Wimbledon. Both places handle high pressure, manage guest emotions and rely heavily on great teamwork. Wimbledon’s approach to service feels remarkably familiar to that of hospitality professionals and there’s plenty hotels can learn from how they get things right year after year.
In this episode of Matt Talks, Mews CEO Matt Welle explores what hoteliers can learn from one of the world’s most iconic sporting events. Here are six lessons straight from Wimbledon on how to serve your guests like a champion.
1. The power of flawless service under pressure
Can you stand completely still while a tennis ball rockets toward you at over a hundred miles an hour? At Wimbledon, line judges do this all day long and somehow never flinch. It’s impressive. But what’s even more impressive is the careful preparation that allows this calm confidence.
Hotels face similar intense moments, just think of corporate guests flooding in at 6pm on a Monday. The lobby gets chaotic quickly. The best hotels know it’s coming, prepare for it and make the chaos look easy. Guests can always feel the calm. The difference is all in preparation, just like at Wimbledon.
Every employee at Wimbledon moves in sync. It’s exceptional performance through repetition. For hoteliers, it’s the same story. The daily rhythm of check-ins, housekeeping, and restaurant service only works when the basics are locked in. Some tips for hoteliers:
- Perfect your standard operating procedures. When done right, they create space for exceptional service.
- Empower teams to master the “boring” things and excellence becomes second nature.
- Peak periods like check-in rush or breakfast buffet are your Centre Court moments, so train accordingly.
2. Anticipation is everything
Watch tennis closely, and you’ll see that players constantly anticipate their opponent’s next move. After every serve, they immediately shift position, thinking ahead to what’s coming next.
Hotels often forget to anticipate in the same way. Typically, staff will check in guests and quickly move to the next task. But exceptional hotels anticipate guest needs instead.
Picture this: a guest finishes their drink, and suddenly a fresh one appears. Yes, it may cost you a little, but it’s the gesture that counts. Guests love that “extra mile” when something unexpected happens. Those little touches are what they’ll end up talking about most when they get home.
And they don’t have to cost you money. Ask guests about their plans for the evening at check-in. Extra pillows? Tips for local activities? Anticipate their needs before they happen. It sets a tone guests rarely experience and opens the door for more meaningful (and profitable) interactions.
3. Tradition meets modern expectations
Wimbledon is famous for its traditions: pristine grass courts, strict dress codes, and royal attendance. These elements define the Wimbledon experience. But Wimbledon doesn’t get stuck in the past. They’ve modernized thoughtfully, adding retractable roofs to courts, electronic ticketing, and even AI line judging.
Hotels face a similar challenge. Guests appreciate tradition, but they also expect seamless modern conveniences:
- Automating routine tasks gives staff more room to create genuine moments of connection.
Wimbledon has existed since 1877. The tournament proves you can hold onto tradition and still embrace innovation. Hotels can too.
4. The invisible team behind the stars
Tennis stars get the spotlight. But behind every star player, there’s a team: coaches, trainers, nutritionists and therapists, all working hard out of sight. At Wimbledon, what happens off court is just as important as what’s seen on camera.
Hotels are similar. Guests notice front desk teams and restaurant staff, but rarely the housekeeping or maintenance departments. Yet these invisible teams shape the guest experience just as powerfully.
Think about housekeeping delays caused by outdated systems. Or when maintenance requests slip through cracks because of slow communication. Guests feel that frustration too. By improving technology and workflows behind the scenes, hotels ensure guests experience smooth service. Everyone on the team matters, even if guests never see them.
5. Emotional highs and emotional lows
A tennis match can swing from excitement to disappointment in seconds. Hotels handle similar emotional rollercoasters every day. A single unresolved issue, such as a broken safe or a missed housekeeping request, can quickly overshadow an otherwise fantastic stay.
Hotels must train teams to recognize these emotional swings and handle them skillfully. That doesn’t mean resolving any negative interaction with guests by offering freebies. Genuinely listening, acknowledging the issue, and offering sincere apologies go a long way. Teach staff to spot emotions early and respond authentically. This skill can turn tough moments into positive experiences.
6. Serving as an art form
In tennis, the serve defines how the match unfolds. Hotels have their own version: the first impression at check-in.
Think about walking into a lobby that smells amazing, feels welcoming, and offers personal, thoughtful service immediately. Where you sit comfortably, drink in hand, relaxed and impressed while the staff checks you in. This is a hotel’s serve, done perfectly.
Hotels can easily overlook this critical first moment. But making it memorable sets a positive tone for the rest of the stay. Here’s something you can try today:
- Walk through your lobby as a guest would.
- Pay attention to details that stand out or feel off.
- Make changes that surprise and delight from the first second.
This kind of hospitality is an art, just like serving in tennis.
What you can already do today
Wimbledon gets service right because they’re deliberate, thoughtful and always anticipating. Hotels can do the same. Each lesson above is an opportunity to improve guest experience, build loyalty and even boost revenue. Take inspiration from Wimbledon and serve your guests like a champion.
And while you’re at it, here’s some more inspiration for tailoring the best guest experiences:
