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Quality guest service is possible, only when we will consider following aspects:

• Understanding and anticipating each guest’s wants and needs • Meeting and exceeding each guest’s wants and needs • Helping co-workers meet and exceed each guest’s wants and needs

Delivering quality service is not part of your job- it is your job. If it weren’t for guests, you would not have a job in the hospitality industry.

Benefits of Quality Service

When you deliver service, everyone wins. Who benefits from quality service?

  • THE GUEST

Each guest arrives with certain concerns, emotions and expectations. By providing quality guest service, you have a chance to make the guest’s day- and stay- more enjoyable.

  • THE PROPERTY/ HOTEL

If you exceed guest’s needs, they’ll be more likely to return to the property, you have a direct impact on the property’s success.

  • YOUR CO-WORKER

When you do your job well, you make it easier for your co-workers to do their jobs well.

  • YOU

When you do your job well, you show co-workers and managers that you are a professional. Good work is often rewarded with compliments and good job reviews.


Skills for meeting and exceeding service expectations

Expectation: Personal Appearance

• Maintain neat, well groomed appearance. • Wear a clean, proper uniform. • Wear your nametag.

Expectation: Friendliness

• Smile • Greet guests and co-workers promptly and happily • Look guests and co-workers in the eye. • Expectation: courtesy • Give guests and co-workers your full attentions • Treat guests and co-workers with respect. • Call guests and co-workers by name.

Expectation: Concern

• Imagine how guests and co-workers see a situation. • Listen with empathy • Show sensitivity to guests’ and co-workers’ feelings.

Expectation: Flexibility

• Treat each guest and co-worker as an individual. • Welcome each guest as a new opportunity to provide guest service. • Offer creative solutions to meet guests’ and co-workers’ needs.

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