Secrets to Hotel Guest Service: 10 Ways to Amaze Guests (Backed by Science)

A successful hotel requires satisfied guests. Satisfied guests require great guest service. The first step to excellent guest service lies in understanding your guests’ perceptions and eliminating hurdles obstructing their smooth experience. Improving customer experience was the top objective for 75% of companies.

This guide covers the importance of good hotel service, how guest satisfaction impacts reputation, and 10 practical ways to improve guest service.

The Importance of Good Guest Service for Hotels

One bad customer-service encounter can cause 33% of Americans to switch brands. While specifics vary by sector, several universal elements define every great service provider. Five must-have qualities for effective guest service managers:

• A guest-first approach: Prioritize the guest to create a team-wide focus on exceptional experiences.
• Strong communication skills: Clear communication with teams, superiors, and guests improves outcomes.
• Empathy: Understanding guests’ and team members’ needs is critical for resolution.
• Priority management: Balancing proactive strategies and reactive problem-solving indicates good management.
• Inspirational leadership: Motivates teams and fosters a guest-centric culture.

Impact of Guest Satisfaction on Hotel Reviews

• 81% of travelers read reviews before choosing where to stay (Tripadvisor).
• 78% pay attention to the most recent reviews.
• 87% of people leave reviews to help others by sharing positive experiences.

TrustYou analyzed 128 million guest reviews and found factors that most influence hotel performance:

• Positive impact: Service, Hotel (overall experience), Location.
• Negative impact: Price, Wi-Fi, Room conditions.

Notable subcategories and regional differences:

• Friendliness of service and effective management drive positive reviews.
• Boutique hotels are valued for unique experiences and personalized service.
• Reliable Wi‑Fi and cleanliness are commonly crucial.
• Regional priorities:
  • Service is paramount in EMEA (Europe, Middle East, Africa).
  • Cleanliness is highly valued in APAC (Asia Pacific).
  • Food and location are particularly important in the US.

10 Best Practices for Hotel Guest Services

If you want to exceed guests’ expectations and garner positive reviews, consider these best practices.

1. Know Your Guests

Comprehensive guest knowledge is key but challenging in a transient industry.

What does science tell us?

• Zendesk “CX Trends”: 61% of customers will switch brands after one unsatisfactory encounter.

What can we do?

• Embrace genuine human interaction: ask simple, personal questions.
• Train staff to recognize repeat guests and their preferences (e.g., Four Seasons approach).

2. Offer Early Check-In Options

Waiting for a room after travel is a major frustration.

• Opinion Research Corporation: 76% of guests say early check-in significantly reduces frustration.
• Example: Hilton offers digital check-in up to 24 hours in advance.

3. Make Sure Wi‑Fi Is Fast and Free

High-speed, reliable Wi‑Fi is essential.

• Hotel Internet Services: 98% of hoteliers consider high-speed Wi‑Fi a top priority.
• Hotels.com: Wi‑Fi is the most sought-after amenity; 34% look for it when booking.
• Example: Marriott frequently receives positive reviews for internet quality.

4. Solve Problems Interdepartmentally

High staff turnover (nearly 74% per U.S. BLS) can hurt guest experience.

• Encourage knowledge sharing to foster innovation and productivity.
• Use technology to streamline communication across departments (housekeeping, maintenance, front desk).
• Tools like HelloShift enable real-time staff collaboration and faster issue resolution.

5. Address Guest Input Quickly

Speed of response matters.

• Shep Hyken (2020): 6 out of 10 customers willing to pay more for prompt service and convenience.
• 90% of consumers rate immediate responses as important or very important.
• Rapid replies to requests and reviews can turn a good stay into a great one.

6. Reward Loyal Guests

Repeat guests are valuable; make them feel appreciated.

• eMarketing Associates: nearly 70% of guests are unlikely to return if they feel unappreciated.
• Remember returning guests’ names and preferences; offer loyalty programs and personalized perks.

7. Offer a Personalized Experience

Guests expect personalization.

• Salesforce “State of the Connected Customer”: 73% expect businesses to understand and cater to their needs.
• Use PMS data (stay history, preferences) to anticipate needs and personalize service.

8. Provide Optional Housekeeping

Guests appreciate control over cleaning schedules.

• About 85% consider control over cleaning schedules important to their experience.
• Allow opt-in/opt-out housekeeping (Hilton-style approach) and communicate options via automated pre-arrival messages.

9. Maintain Post-Booking Communication

Communication after checkout matters.

• Over three-quarters of customers favor brands that actively seek feedback.
• University of Central Florida: number of TripAdvisor reviews correlates with revenue per transaction.
• Send thank-you messages and easy review links to encourage guest feedback.

10. Go Beyond Guest Expectations

Exceeding expectations drives loyalty and referrals.

• Bain & Company: acquiring a new customer can cost up to 95% more without the influence of satisfied guests.
• Small gestures (offering a seat and drink during a reception queue) can significantly enhance perception.

Improve Hotel Guest Services with HelloShift

Exceptional guest service builds loyalty and protects reputation. Hospitality management tools can help by improving communication, speeding response times, and digitizing workflows.

HelloShift features (examples):

• Guest Messaging & AI Assistant — direct guest-to-staff communication and automated assistance to understand guest needs.
• Contactless Checkin — self-service check-in for convenience.
• Staff Collaboration — real-time messaging to coordinate housekeeping, maintenance, and front desk.
• Housekeeping Management — streamline assignments and track room status.
• WebChat — capture and respond to inquiries on the hotel website.

HelloShift can integrate with common PMS platforms to centralize operations and guest communication.

Provide memorable experiences for current guests to attract future guests. Exceptional guest service, supported by the right processes and tools, drives loyalty, positive reviews, and revenue.

Your front desk answers first—AI Assistant steps in only when needed. Transform operations with two-way guest texting, mobile check-in, unified team messaging, and streamlined housekeeping.

Start your free 14-day trial today. No credit card required. Join 1,000+ properties using AI to answer every call, digitize operations, and delight guests.