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Topic - Guest Service Excellence

Guest Service Excellence
The Critical Role of Leadership in Championing Guest Service in the Hospitality Industry - By Alan Young

The Critical Role of Leadership in Championing Guest Service in the Hospitality Industry - By Alan Young

In the last several weeks, I've been chatting with many people about the hotel industry's continued decline in guest service. The consensus seems to be that the downturn is due to factors such as the need for passionate hospitality workers, insufficient training initiatives for frontline employees, and the fact that, in some instances, management is more focused on data than on developing a culture of excellent service.

Guest Service Excellence
A hotel front desk employee - Source Doug Kennedy

Merriam-Webster's Word Of the Year For 2023 Is 'Authentic': Is Being So More Important Than Ever Before To Our Guests? - By Doug Kennedy

As the final days of this year slip away, how interesting it is that Merriam-Webster's Word of the Year for 2023 is 'Authentic,' meaning it was the 'most searched' on their site. Because I failed miserably at learning a second language, I have become somewhat of an Etymologist, so I was eager to see how Merriam Webster defined it in their announcement.

Guest Service Excellence
A hotel entrance door held open by a doorman

Behind the Scenes: How Luxury Hotels Take Care of Their Staff

Staff shortages in the hospitality industry are a lurking issue that can drastically affect the quality of a business and the experiences guests receive. In an era of unparalleled challenges, luxury hotels are particularly hard hit. This article delves into how these premium institutions are prioritizing their staff?s well-being and professional growth to combat the current labor shortages. Welcome to the compelling universe of luxury hotel staff management!

Guest Service Excellence
A hotel front desk employee - Source Doug Kennedy

How To Train Your Staff To Meet Luxury Service Standards Without Sounding Scripted And Insincere - By Doug Kennedy

Meeting these standards is important, and therefore it is essential that all staff are well-versed in the requirements. However, too many hotel leaders simply train their staff to memorize and execute these standards as if they were a script. As a result, guests may experience insincere conversations which feel disingenuous and inauthentic, ironically, working against the objectives of a service style that is genuine, bespoke, and authentic.

Guest Service Excellence
Person holding red jigsaw puzzle - Photo by Ryoji Iwata on Unsplash

McKinsey - How CEOs Can Win the New Service Game

Four irreversible trends are redefining excellence in service operations. For today’s leaders, they could be a transformational opportunity - or an existential threat.

Guest Service Excellence

Bullied by a Guest - By Gay Lynn Grigas

Christina was working in guest relations at a major resort hotel in the Caribbean. When her next guest was a bit hostile and snarled at her, she chalked it up to a tough travel day for this weary business man and proceeded with her caring attitude and warm greeting