When it comes to defining excellence in guest service the first challenge is to remain objective. One person’s service expectations may not be the same as another person’s. Let’s first agree that our needs as clients are generally the same; courtesy, a listening ear, an understanding of our requirements and a willingness to help when we need it.
Here are 5 ways to define excellent guest service:
1. Flexible in approach to check in times (hotel)
2. Friendly, attentive and empowered staff
3. Personalized customer experience and attention to detail
4. Clean, tidy comfortable rooms (hotel)
5. Being treated as you would like to be treated yourself
Keep these skills in mind when you are training your department to deal with customers and you will surely meet or even exceed the most exacting guest standards.
Next, we will go into detail on the five ways that define excellent guest service, based on what really matters to guests and what actually works in practice.
1. Flexible Approach to Check-In Times
Travel rarely runs on schedule. A guest’s flight lands late, or traffic brings them in hours before their planned arrival. Flexibility means greeting each situation with understanding, not rigid policy. If you can, offer early check-in or allow a tired traveler to rest in the lounge while their room is readied. These small gestures often mean more than a complimentary minibar.
2. Friendly, Attentive, and Empowered Staff
People remember faces, not just facilities. Staff should greet guests warmly and listen without distractions. If a guest has a complaint, can your team fix it without jumping through hoops? Staff who are trained and trusted to make basic decisions, whether it’s offering a late checkout or handling a special request, turn a frustrated guest into a lifelong fan.
3. Personalized Customer Experience and Attention to Detail
Great hotels feel less like factories and more like a friend’s home. Read the room, literally and figuratively—offer a pillow refill before the guest asks. If someone always orders a certain tea, have it ready the next morning. Keep notes discreetly to make every visit more personal than the last.
4. Clean, Tidy, and Comfortable Rooms
No amount of charm or apology can make up for a room that’s dirty or feels neglected. Guests notice dust, stray hairs, or worn linens right away. Take pride in spotless bathrooms, crisp sheets, reliable AC, and working lights. A clean room is the core promise of any stay.
5. Being Treated as You Would Like to Be Treated
Empathy stands at the heart of service. Imagine you’re the one checking in after a delayed flight or looking for a midnight snack. Treat guests how you’d want your loved ones treated. That mindset shows in every action, from answering the phone to handling lost items.
When you train your staff with these values in mind, you do more than hit a standard—you set a new one. These skills build guest trust, foster loyalty, and help your team stand out in a crowded market. Great service travels far; so do the stories your guests will tell.
