Tag Archives: Guest Experience

Small Gestures, Big Impact – The Details That Shape Guest Experience

Competitive Intelligence, ,

“Please light my candle.” All the other tables in the restaurant had lit candles except ours. It was twilight, we had a water view, and the setting was perfect. But that one missed detail made the experience feel incomplete. Several minutes passed before anyone noticed. Small gestures matter. Small moments shape the entire experience In hospitality, the biggest opportunities often come from the smallest details. When teams invest time and attention into these moments, they elevate the entire gue...

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Accounting for Service – Why Financial Roles Matter in Guest Experience

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Creating a strong service culture requires more than frontline hospitality. It also requires the commitment of the departments responsible for managing the dollars and cents of a hotel. Hospitality leaders rely on accounting teams to manage bills, secure revenue, oversee expenses, and maintain financial accuracy. Yet many organizations overlook how these roles also influence service delivery. Service training is often directed toward frontline employees, but service principles apply just as stro...

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Before assembling, modifying sheet metallic components, skilled metal roofing mechanics review the blueprint, sketch, scheme, instruction in detail and calculate the correct size of steel materials.

Engineering Service – Why Hotel Engineers Play a Critical Role in Guest Experience

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Hotel engineers keep properties running smoothly, but their work often brings them directly into guests’ personal spaces. The way they communicate and interact can turn a routine repair into a defining moment in the guest experience. Engineers are the “fix-it” teams who make things tick, click, and work properly so that a hotel operates smoothly and without inconvenience to the guest. But engineers don’t simply repair equipment — they often experience some of the most personal interactions with ...

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Angry, client and woman in hotel, receptionist and upset with hospitality, displeased or unhappy. People, employee or guest at counter, customer service or luxury with stress, dissatisfy or concierge.

Insensitive Words Can Create Sensitive Guests

Communication and Messaging, ,

“Sticks and stones may break my bones, but words will never hurt me” — unless the words hurt my experience and make me mad. The first part of this classic phrase, usually taught to young children, encourages us to be tough and not easily offended by what others say. But in service environments, the wrong word — even a single word — can disrupt an entire guest experience, even when the intentions behind it are good. The language employees choose during guest interactions can influence how custome...

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The Power of a Friendly Voice in Customer Service

Communication and Messaging,

High notes, low notes, coughs, gulps, groans, deep sighs, boredom, rudeness, reticence, frustration — and wait a minute, back up — enthusiasm in a phone call? I was prepared for most of the above, but not enthusiasm. Today, one rarely finds enthusiasm in any phone call dealing with service needs. Yet one person I spoke with had a lilt in her voice — a sound and feeling that she was genuinely happy to be there and answering the phone. Three of the four calls I made featured everything but enthusi...

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Don’t Put Service in a Box!

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In one of my recent boxing exercise classes my instructor Luiz greeted each student individually as he always does. He was also asked about a recent competition for one of the boxers he coaches over and over again. Each time he had to retell the exact same story to each person who asked, all within a very short period of time. What amazed me is that each time, he told the story as if it was the first time, with the same enthusiasm and energy. He did not get frustrated from having to say the same...

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Being “In the Moment” with the Past, Present and Future

Communication and Messaging, ,

“Le Joie de Vivre”, the Joy of Life! A few weeks ago I was in Paris and loved feeling this expression everywhere I went! There were so many brief and spontaneous interactions that allowed me to be “in the moment” and fully focused on my present experience while the historic past of France and the brilliant future of this city of light surrounded me. Almost everyone I met, whether for business or pleasure, whether on the Metro or on the rooftop of the Hotel Raphael, gave me some “in the moment” j...

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Organic Service

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“Vivi” at Tee-Jay Thai Sushi in Fort Lauderdale knew we were in a hurry when we sat down. We only had 30 minutes to enjoy one of our favorite meals and let her know. She reacted instantly with positive understanding, captured our requests quickly, succinctly recommended some new items and then flew off to the kitchen to mobilize the chefs to get our orders quickly. She returned with our first plates and even more enthusiasm, wanting our 30 minutes to be as wonderful as they could be. She checked...

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Improving the Patient Experience Starts With Every Touchpoint

Best and Worst Practices, , ,

Healthcare providers often focus on clinical outcomes when evaluating success. But for patients, the experience of care extends well beyond the exam room. During a recent presentation to the Broward County Medical Association in South Florida, I spoke with physicians and practice leaders about one of the most common challenges they face today: meeting rising patient expectations for service. According to Cynthia Peterson, executive vice president of the association, two concerns surface repeated...

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Authenticity Is the Heart of Great Service :The REALITY SHOW of Service via “the GEEB!”

Insights,

At the core of every great service experience is one essential ingredient: authenticity. Sincere service drives positive interactions. Insincere or indifferent service does the opposite. Customers, guests, clients, and employees can immediately sense the difference – and more importantly, they feel it. That feeling influences reviews, referrals, loyalty, profitability, and ultimately the bottom line. Through the Guest Experience Excellence Blog (GEEB), I’ll be sharing examples of service excelle...

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