To support and impel a team to deliver exceptional service, observation and listening are key; be present during check-ins, check-outs, restaurant orders or in-room dining services. Understanding staff challenges and strengths firsthand helps identify areas for improvement and recognize achievements. Remember: A leader’ s role is not just to manage, but to develop future leaders.

ABOVE AND BEYOND An elevated guest experience

places guests on a higher level than they anticipated, and it begins with thoughtful preparation.

➊ Anticipate guest needs: Review daily arrivals and ensure preferences are met, regardless of how the booking was made. Having the right room set up before the guest arrives is the foundation of a great stay.

➋ Proactively offer loyalty opportunities: Train the front-desk team to promote loyalty or recognition programs in a seamless, personalized manner. They should be confident in communicating member benefits based on status levels and delivering on these promises without being prompted.

➌ Empower creativity: Select team members not only on skill but also on the ability to go the extra mile. Encourage creativity and use of hotel services to surprise and delight guests.

➍ Maintain exceptional

property knowledge: Ensure the team has a comprehensive understanding of the property, its services and the surrounding area. Cross-train front desk agents with concierge functions so they can effectively assist guests even in the absence of a dedicated concierge. If a concierge team isn’ t available, prepare a resource document with answers to common guest questions. Knowledge is key to success.

➎ Show pride, perform well: Ensure the team pays attention to detail and shows pride in the hotel and the work they do. Personalization is Everything The human connection is everything in hospitality. While labor costs are among the highest expenses for hotels, and some properties have replaced departments with automated systems, luxury hotels still prioritize people over machines. Many high-end properties maintain a higher staff-to-room

ratio, which remains a key factor in defining the segment or classification of a hotel.

Team members need the right demeanor, whether front or back of the house. The back office should be a safe space— a place where staff can breathe, laugh, seek support, even cry when dealing with tough situations. Yes, one can have a lot of fun in the back, but when duty calls, it’ s important to know when to switch gears. That positive and supportive environment can make teams more comfortable when interacting with guests and management, alike.

Anecdotally, a favorite accomplishment of mine was when a guest said they preferred staying at our hotel over the one next door simply because of the amazing vibe. They could genuinely feel the collaboration, support and teamwork among the employees throughout the entire hotel. In this industry, kindness and a warm smile

70 hotelsmag. com July / August 2025