How to Give Great Customer Service | Ep. #057

Log In To Your Free "Hospitality Property Strategy Video Series"

If you operate any type of hospitality property, you should know your number one priority for success is - Great Customer Service.

Welcome to another edition of hospitality property school.

Today, I’m going to take a look at great customer service.

If you operate any type of hospitality property, your number one priority for success is great customer service.

Great customer service is an essential aspect of a hospitality industry. The level of service you offer can make or break your hotel, resort, inn or bed & breakfast, so it is imperative that you fine-tune your policies until you hit near-perfection.

If you don’t, you will lose potential and repeat guests.
“Social media raises the stakes for customer service”.

In the old days, if a guest or customer was happy with your service they would tell 3 people. If not, they would tell eleven people.

Today, with the advent of social media. If someone is not happy with an aspect of your service, within day tens or even hundreds of thousands could see this on their timeline.

Hospitality property owner/managers need to instil best practices for their employees to follow.

By understanding the following best practices, you and your employees will ensure your customer service reaches a standard that’s not only acceptable to the general public but will also confirm your status of a quality establishment.

Begin with a warm welcome

First impressions are everything.

The first step you need to master and to teach your employees is the appropriate customer greeting. This will be your guest’s first face-to-face contact and could set the tone for their overall experience. A good welcome needs to be warm, polite and informed but not fake. If the greeting is overbearing or suffocating it could make a guest feel uncomfortable.

In a past episode, I talk about the importance of hiring the right staff. If you would like to refresh your mind then visit How to Interview for Great Employees.

Keep your employees happy

I have seen way too often hospitality property owners/managers focus on the little things and disregard their staff. A guest can easily determine if your staff are not happy and this will most often reflect on their desire to return. By keeping your staff happy, it will help generate a better atmosphere make them feel more at ease and at home, thereby giving them a better experience.

Surpass your guest’s wants and expectations

Continue reading to find out how...

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Or email at

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

For listeners of the Hospitality School Podcast, we are offering an additional savings of 25% off the

“The Guide to Operating an Independent Hotel or Bed & Breakfast" Training Tutorials

save25