Tag Archives: Guest Experience

Employees touch, tarnish memories

Emotions, Perceptions, Feelings, ,

My companion and I rushed out of a hotel near Miami International Airport, already late for our next appointment. As we reached the car, we realized the keys were missing. We retraced our steps, searching through bags and the parking lot. Within moments, a hotel leader noticed the situation and mobilized the entire team. Front desk staff, bellmen, housekeeping, security, and others joined the search. When the keys could not be found, he offered to drive us to our meeting and return later to help...

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In hotel lobby, young couple interacts with helpful staff for check-in, reservations and assistance. Visitors in winter gear prepare for a ski holiday, capturing the excitement of a winter getaway.

What Drives Great Guest Experiences – Instinct, Training, or Both?

Insights, , ,

Exceptional service often looks instinctive, but it is rarely accidental. The best guest experiences come from combining natural empathy with intentional training and leadership. After several hours of leading a workshop in Doha, I mentioned to my host that my feet were hurting and I needed a moment before returning on stage. Within minutes, hotel slippers arrived. No request. No delay. Just action. In another instance, after a long and stressful travel day, a hotel manager ensured a smooth chec...

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Zermatt, Switzerland. March 1, 2024. Cozy scene in luxury hotel, Zermatt. Guests enjoying drinks in lounge, dog by woman. Staff member serves. Modern, alpine design. Luxe ski resort vibe.

Designing Guest Experience in Every Dimension – Where Operations Meet Emotion

Best and Worst Practices, , ,

Physical design, architecture, and operations define the structure of a hospitality environment. These elements shape what guests see and how spaces function. But the guest experience goes beyond what is visible. It is also shaped by behavior, leadership, training, and perception. The most effective hospitality operations understand both the physical and emotional dimensions of service and bring them together into a single, intentional experience. Why guest experience requires a dimensional appr...

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Pineapple Service – Why Small Gestures Make the Biggest Impressions

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“It’s the little things that count.” That familiar expression holds special meaning in the hospitality industry. Often, the smallest gestures create the biggest impressions. These simple actions show care and thoughtfulness in everyday moments, reminding guests that even routine interactions matter. I call this idea “Pineapple Service.” The concept comes from the pineapple’s long history as a symbol of hospitality. Dating back to the early days of exploration in the Americas, the pineapple repre...

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How a Tissue Box and a Pepper Shaker Rocked My World

Best and Worst Practices, ,

Chilled champagne in a silver bucket, chocolate-covered strawberries, elaborate floral displays, limousine arrivals, and red-carpet treatment — these are the classic gestures hotels use to celebrate special moments for guests. They are designed to surprise, delight, and create a “wow” reaction. While these experiences are memorable, they are also expected. Luxury hospitality often relies on grand amenities and elaborate gestures to make guests feel special. But sometimes the most powerful guest ...

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Waitress thinking, sad or woman at coffee shop with tablet for inflation, bankruptcy or startup fail. Stress, reflection and barista at cafe with small business challenge, financial crisis or pensive

When Service Feels Unsteady – How Employee Anxiety Impacts Guest Experience

Emotions, Perceptions, Feelings, ,

“Well, shake it up, baby, now…” The lyrics are fun, but they also bring to mind a different kind of experience. Nervous service. When employees feel anxious, rushed, or unsure, guests feel it too. What should be smooth and effortless becomes tense and uncomfortable. Nervous service shows up in different ways Nervous service does not always look the same. Sometimes it shows up as overexcitement. At a newly opened restaurant, a server was enthusiastic but unfocused. Orders were taken with energy b...

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interior of a nightclub

Ambiance Drives Experience – How Environment Shapes Guest Behavior

Emotions, Perceptions, Feelings, ,

Money, food, shelter, and love are often considered the cornerstones of life. Hospitality delivers on food and shelter, but what about the feeling that keeps guests engaged and willing to spend more? That feeling is mood. And in hospitality, mood is created through ambiance. Ambiance influences how guests feel and spend When guests are in a positive mood, they are more relaxed, more agreeable, and more likely to spend. When the mood is off, they notice more problems and become less engaged. Ambi...

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Happy female concierge in hotel hallway looking at camera. Copy space.

The Power of Welcome – Extending Hospitality Beyond Your Property

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A meaningful welcome doesn’t start at check-in or end at the front door. When done well, it shapes how guests feel about your brand before they arrive and long after they leave. What makes us feel welcome, comfortable, and appreciated in any environment? What emotions are triggered when we experience a genuine sense of welcome – and when we don’t? And how can hospitality leaders extend that feeling beyond the physical boundaries of their property? Recently, I visited a doctor’s office and was st...

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Making a Mess out of Service

Insights, ,

A man sitting in a restaurant was waiting for his soup appetizer. When it arrived, he noticed a fly in it. He summoned the waiter and asked, “What is this fly doing in my soup?” The waiter calmly replied, “I believe he is doing the backstroke, sir.” It’s a joke — but the reality behind it isn’t funny. As summer sets in, warmer weather brings more than just guests. Bugs appear, standards loosen, and small lapses in cleanliness become more visible. In hospitality, those small lapses carry outsized...

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How Scent Shapes Service – The Overlooked Driver of Guest Experience

Emotions, Perceptions, Feelings, ,

Ahhh…the spa. A place designed to relax the senses and create a moment of escape. But imagine that experience interrupted the moment a therapist leans in and the lingering smell of cigarette smoke cuts through the carefully crafted environment. The oils, the music, the ambiance — all of it is undone in seconds. This is the power of scent in the guest experience. Scent is tied directly to memory Smell is one of the strongest triggers of memory and emotion. It can transport guests back to a place,...

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