Beyond great guest service: Caring for your guests
This is the level of disconnect that often exists between the larger companies and their customers/guests. And it is why we in the boutique hotel business have an enormous opportunity to differentiate ourselves and take our guest experience to the next level: genuine caring.
The Merriam-Webster Dictionary defines service as a “contribution to the welfare of others” as well as “useful labor that does not produce a tangible commodity.” To care, on the other hand, is “to feel interest or concern.” To put it another way, employees who care not only serve your guests, but also are emotionally invested in your guests’ experience. Therefore, in addition to providing the elements of great service — attending to a guest’s needs quickly, efficiently and accurately — they will take a genuine interest in each guest, anticipating his or her needs and offering, delivering and replenishing items without ever being asked.
In the boutique hotel world, this alone can create a level of customer loyalty much more powerful than anything our trendy designs, themed properties and unique approaches can accomplish.