Hospitality and customer service go hand in hand – both focus on creating positive, memorable experiences for customers. While customer service addresses needs and resolves issues, hospitality takes it a step further by making customers feel welcomed, valued, and cared for. By adopting a hospitality mindset, businesses in any industry can elevate their customer service to new heights.
Someone recently shared a post with me that included 5 key ways hospitality improves customer service, and I could not agree more.
- Service is transactional. Hospitality is personal. Service is checking in a guest quickly. Hospitality is remembering their name and welcoming them like an old friend.
- Service is following steps. Hospitality is anticipating needs. Service is delivering a meal on time. Hospitality is noticing a guest’s preference and suggesting their favorite dish before they even ask.
- Service is reactive. Hospitality is proactive. Service is handling a complaint professionally. Hospitality is preventing the issue before it arises by understanding guest expectations.
- Service is standardized. Hospitality is emotional. Service ensures a clean room. Hospitality ensures the guest feels at home by adding thoughtful personal touches.
- Service is an expectation. Hospitality is what makes a brand unforgettable. Every hotel provides service, but hospitality is what guests remember – and why they return.
Luxury hospitality isn’t just about speed and efficiency. It’s about making guests feel truly cared for. When hotels (or any business for that matter) embed hospitality into their service standards, they create experiences that leave lasting emotional impressions. By fostering a culture of warmth, care, and personalization, companies can turn ordinary service into extraordinary experiences, building lasting relationships and a strong reputation.
Want to elevate your customer service? Send me a note at jennaw@idebamarketing.com. I’d love to chat with you about ways we can help create a bespoke white glove training program that will resonate with your people, and your customers.
Jenna Whelan – VP of Consulting and Research Services
