The 8 Essentials of Exceptional Hospitality Service

 

Our Promise:
At HMS, we believe great service isn’t just a skill—it’s a mindset. Every interaction is a chance to create a guest for life.

1. Be Crystal Clear

Why it matters: Misunderstandings can ruin a guest’s experience.
How to do it: Use specific, plain language. Avoid vague terms like “included” if it could be mistaken for “free.”
Example: Instead of “Breakfast is included,” say “Breakfast is part of your nightly rate.”

2. Practice Patience

Why it matters: Rushed responses can miss the real problem.
How to do it: Listen fully before answering. Ask clarifying questions.
Example: A guest says their room is “too noisy.” Instead of moving them right away, ask if it’s the street noise, hallway noise, or AC unit—they may just need a quick fix.

3. Speak in the Positive

Why it matters: Positive language builds trust and keeps conversations solution-focused.
How to do it: Replace “can’t” or “won’t” with “can” and “will.”
Example: Instead of “We can’t get you a late checkout,” say “We can extend your checkout until 1 PM, and here’s what’s available if you’d like to enjoy the property after that.”

4. Stay Cool Under Pressure

Why it matters: Guests remember your composure in difficult moments.
How to do it: Stay calm, keep your voice even, and focus on solutions—not blame.
Example: If a guest is upset about a reservation mix-up, avoid defensiveness. Apologize, explain the options, and act quickly to resolve it.

5. Think Fast, Act Smart

Why it matters: Speed plus good judgment keeps guests happy.
How to do it: Know your chain of command and resources before a problem happens.
Example: If a water leak is reported, know exactly who to call and how to relocate the guest immediately.

6. Follow It Through

Why it matters: Guests appreciate persistence and ownership.
How to do it: Don’t drop the issue—confirm it’s resolved and thank the guest for their patience.
Example: After fixing a faulty air conditioner, check in later that day to make sure the guest is comfortable.

7. Listen Like You Mean It

Why it matters: Active listening shows respect and ensures accuracy.
How to do it: Make eye contact, nod, and paraphrase their concern to confirm you understand.
Example: “So you’d like a quieter table by the window—did I get that right?”

8. Lead with Empathy

Why it matters: Guests want to feel understood, not just served.
How to do it: Put yourself in their position and respond as you’d hope someone would for you.
Example: If a guest’s luggage was lost in transit, offer toiletries and a complimentary item from the gift shop before they even ask.

Going Beyond Expectations

To truly stand out:

• Find common ground – even a small shared interest can create connection.

• Acknowledge and apologize – sincerity builds trust.

• Follow up – show you care after the issue is fixed.

• Add a “wow” moment – a small upgrade, free dessert, or kind note can turn a stay into a story they’ll share.

Remember:
Every guest interaction is an opportunity to leave a lasting impression. Make it one worth remembering.