Guest Service as a Key to Hotel Success

Guest service is arguably the most important key to a hotel's success

Besides selling their rooms and beds, a hotel is ultimately selling themselves and their employees. In other words the employees of the hotel are really part of the product that the guest is buying. In order to have a successful hotel guest service must be the top priority and everyone from the bell staff to the general manager and everyone in between must make impeccable guest service their number one goal. You could have the nicest hotel in the world with big screen televisions, marble floors, and jacuzzi bathtubs, but if the staff is uncaring, and has an indifferent attitude towards guest service then that hotel will be closed in a matter of months. There is a quote from Hall of Fame head coach Vince Lombardi that goes; "Winning is not a sometime thing; it's an all time thing. You don't win once in a while, you don't do things right once in a while, you do them right all the time. Now for the hotel industry just replace the winning with the words guest service and you have the perfect approach for impeccable service. What the quote is saying is, you don't practice great guest service some of the time like when the boss is looking, or you think you may receive a large tip you practice great guest service all the time regardless of the time, weather, or guest that arrives. If a hotel can commit to making guest service an "all the time thing" and hire people who have a passion to practice great guest service then they will be successful.