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🍍 The mindset for great service
Plus: amenities at a hotel I stayed at this weekend
The mindset for great service
Exceptional hospitality can only come from people fully prepared to deliver it. You can’t wing it and expect to wow someone.
“For me, great customer service is not only a set of skills, but it’s also a mindset that one needs to represent,” says Kris Leszczynski, head of service operations at Edwardian Hotels. “You’re going to be quite relentless and obsessive about it. If you don’t feel like giving great service, you aren’t going to.”
Ensuring that every guest has their own unique experience, we must understand that everyone is different. In his words:
Some thoughts from a weekend away…
Guest satisfaction is the difference between what they expected and what you provided.
— Hospitality Daily 🍍 (@Hospitality365)
6:29 PM • Feb 20, 2022
This is why it’s common to see 3 and 4-star hotels getting ⭐️⭐️⭐️⭐️⭐️ ratings and topping the rankings of sites like @Tripadvisor
When you deliver more than someone expects they remember that.
They come back.
They tell their friends.
They make 💰for your business.
— Hospitality Daily 🍍 (@Hospitality365)
6:32 PM • Feb 20, 2022
I’m staying at a 3-star property on the Sonoma California coast this weekend. A great example of this.
Free champagne to welcome us.
Free snacks.
A free hidden mini golf course.
Hot chocolate and an outdoor movie.You bet I’m leaving a positive review.
And I’ll be back.
— Hospitality Daily 🍍 (@Hospitality365)
6:35 PM • Feb 20, 2022
How are you doing this for your guests?