Customer satisfaction is a top priority for any business, but for those in hospitality, it’s the entire purpose. Hoteliers do what they do because they are passionate about making every guest’s stay special. And what shows anyone they’re special? Simply being valued. From a warm greeting to a good cup of coffee, the smallest things can make a big difference to guests, elevating an average stay to a memorable experience that earns their loyalty.
We all get busy and distracted from the main goal from time to time, so read on to ensure you’re doing these small things to create a lasting impression on guests.
In a world of chatbots and self check-in, good customer service is crucial for attracting and retaining guests. For 51 percent of consumers, it’s considered even more important than the price point. All staff should be courteous hosts, getting the door for guests and helping with their bags, greeting guests with a genuine smile at every interaction, and using guests’ names whenever possible. Such courtesies are expected at luxury hotels but should be a part of service at any property. After all, what is hospitality without good manners?
It’s easier for staff to smile if they’re genuinely happy—happy staff means happy guests. In addition to fair wages and benefits, offer ongoing training and feedback, and encourage open communication so that your employees understand how their role directly contributes to the success of the property. Show appreciation and be proactive about preventing burnout.
Being a good listener is an important skill for getting to know someone in any relationship. Hospitality professionals especially tend to have well-trained ears for garnering information during interactions with guests that enable them to personalize service.
Pay attention to guests’ preferences when it comes to menu items, amenities, activities, room features, special dates like birthdays and anniversaries, etc., then record relevant data in guest profiles to help staff tailor guests’ stays and anticipate their needs.
Pro tip: Integrate your property management system (PMS) with a customer relationship management system (CRM) to create rich guest profiles based on website interactions, social media, feedback surveys, campaign results, and more, in addition to the data from your PMS.
Your guests deserve appreciation as well as your staff! Showing this appreciation in a tangible way—for example, with a personalized note or little gift—is always well received. Such small tokens surprise and delight guests, making them feel extra special.
From locally made chocolates to free drink vouchers and small souvenirs, welcome gifts don’t have to cost much, but to be extra memorable, choose them to reflect the personality of your property. Gifts for returning customers can even be tailored especially for them, based on profile data.
We all love freebies, but only if they are of value to us. For example, if you offer free Wi-Fi (and you really should), it needs to be reliable and fast. Slow, spotty internet access is more of an annoyance than an amenity and may frustrate guests into writing a poor review (once they finally have their connection back). In addition to Wi-Fi, in-room tea and coffee should always be included, and filtered water is appreciated as well (use a dispenser or refrigerated pitcher, not plastic bottles).
When choosing amenities to offer for free, pick those that are popular at your property to ensure they actually improve the guest experience. WebRezPro provides product/service reports so that you can track sales of products and services and determine the most popular.
If you’re worried about the financial implications of offering certain amenities for free, consider slightly increasing room prices. It’s better to raise rates by a few dollars than charge for staple amenities. If guests expect something to be free and it isn’t, it will surprise them but definitely won’t delight them. (You want surprise and delight, not surprise or delight.)
Use amenities to make the stay experience memorable wherever you can. If you’re running a resort, fold the guest’s towel into a cute animal. If you’re a cabin in the woods, offer board games and streaming options for rainy days.
Promote your free amenities on your website and social media so that guests know what value is included in their stay.
Traveling can be stressful for anyone, but particularly for travelers with disabilities and specific needs, from allergy-friendly dining options to amenities for young children. Even small efforts to be inclusive can help all guests feel welcome.
Offering gluten-free and vegan options along with ingredient lists and allergen warnings is necessary for guests with dietary restrictions. Post your menu online to help these guests choose your property. Be sure that staff are aware of cross contamination as well.
Consider the placement of furniture and amenities so that people with wheelchairs and walking aids have space to move easily. If at all possible, eliminate steps. It only takes one step to make an area inaccessible to a wheelchair user. Be in the know about which local activities are accessible so that you can give informed recommendations.
Providing unisex and family bathrooms near the lobby is helpful too so that no guest has to return all the way to their room. Travelers with young children will also be grateful for diaper-changing facilities, use of playpens and highchairs, kids’ activity packs, and local family-friendly ideas.
Lastly, be thoughtful about your marketing materials and the language you use. For instance, not every couple is a Mr. and Mrs.
A quick online search shows guests the main attractions in town, but what really creates a special stay are the authentic local experiences that don’t necessarily come first on Google. These days, travelers are interested in “nano neighborhoods,” with neighborhood attraction pages expanding 134 percent more rapidly than singular attractions on Tripadvisor.
Inform guests about your destination’s lesser-known gems and tips for enjoying them like the locals do, such as best times to visit, cheapest tickets, best places to park, best places to eat, etc. It’s the pleasantly unexpected experiences that make for a truly memorable trip.
This expertise should be shared in person, on your website/app, and digital guide if you have one.
Deal with requests and complaints immediately and diplomatically. Even the most seemingly petty complaint can have a big impact on a guest’s experience. Addressing and resolving them quickly shows guests you care. In fact, if you go above and beyond to resolve a complaint, customers may be more impressed than if the problem had never occurred in the first place. This is known as the service recovery paradox.
Invite guests to reach out if they need anything and let them know the best ways to do so, whether that’s through a direct line to the front desk or via your property’s messaging app. Not only does this let them know they’re valued, it prevents little nuisances from turning into problems that may show up in online reviews later.
Your PMS should help you keep track of any requests or problems that arise via features like housekeeping and reservation alarms or integrations with messaging platforms. Streamlining internal communications in this way leads to faster resolutions and enables you to establish patterns. Do guests’ complaints have a common denominator that you can improve?
Consider how your property’s spaces can feel more welcoming. Even small, budget-friendly decorative touches can leave a big impression. What about arranging fresh cut flowers or seashells in your lobby? Live plants, either in your lobby or in your garden, create a pleasant atmosphere as well. Tie your decor into your unique selling proposition.
Many travelers bring their furbabies with them, especially the younger demographic. Thirty-eight percent of consumers aged 18-34 said they often take trips with their pets.
Though certain guests like to shower their pets with fancy perks, you don’t need pet treadmills or Reiki for dogs (Reiki for cats could prove fatal). A bowl, pet bed, and a few treats is enough to get started, and featuring pet-friendly activities and restaurants on your website and digital guide is helpful too.
Showing guests they matter doesn’t require a big budget, just good old-fashioned hospitality. Even simple efforts to welcome them create a memorable experience that brings them back for more.
Editor’s note: This post was last updated in March 2025.
