By Sumit Manwal, Founder, Hospitality Vacancy
When I look back at my 20+ years in hospitality, the hotels guests loved most were not always the biggest or the most expensive. They were the ones where guests felt genuinely cared for. That is what customer service means in our industry.
Here is why customer service matters so much, and four practical ways to deliver it every day.
Running a hotel or restaurant? Book a one-to-one Hotel Hiring Consultation to review your team and processes, or see my consulting and training options on my LinkedIn Services page.
Why customer service matters in hospitality
It creates the first impression
A guest's first interaction, a warm welcome, a helpful answer, a smile, often decides whether they return. You rarely get a second chance at a first impression.
It drives guest satisfaction
Satisfied guests come back and recommend you. Great service makes the whole stay feel good, from arrival to departure.
It builds loyalty
Repeat guests are the lifeblood of any hotel or restaurant. Loyalty grows from relationships and memorable experiences.
It increases revenue
Happy guests tend to spend more, return more often and leave positive reviews that attract new guests.
It sets you apart from competitors
In a competitive market, rooms and menus can be copied. Genuine service is much harder to copy.
4 ways to deliver excellent customer service
1. Train your team
Your staff are the face of your business. Train them in communication, problem-solving and empathy, and keep training them.
2. Listen to guests
Give guests the chance to share concerns and requests, and respond with attention, not excuses.
3. Anticipate needs
Notice preferences and patterns. An extra pillow before it is requested or a favourite drink remembered creates loyalty.
4. Solve problems quickly
From extra towels to a billing error, speed matters. A problem solved fast is often forgotten; a problem left waiting becomes a review.
Mistakes to avoid
- Training staff once at induction and never again.
- Arguing with guests about who is right instead of solving the problem.
- Making guests repeat their complaint to several people.
- Treating service as the front office's job only; every department serves guests.
FAQ
What is good customer service in a hotel?
Making guests feel welcome, valued and cared for through friendly, attentive and efficient service at every point of the stay.
How can hotel staff improve their customer service skills?
Through regular training, role-play, listening to guest feedback and learning from experienced colleagues.
Does customer service affect online reviews?
Yes. Guests frequently mention staff and service in their reviews, both positively and negatively.
Your next step
- Hotels, resorts and restaurants: Register as an employer on Hospitality Vacancy and put your vacancies in front of hospitality professionals.
- Want expert eyes on your operation? Book a Hotel Hiring Consultation (45 min) or explore my consulting, coaching and training services.
- Hotel professionals: Create your free candidate profile and browse the latest hotel jobs.
Related reading on this blog
About the Author
Sumit Manwal is the founder of Hospitality Vacancy (since 2017) and has 20+ years of experience in hospitality. He received the "Excellence in Hospitality Sector of Uttarakhand" award, presented by Shri Dhan Singh Rawat ji (January 2023), and the Dainik Jagran inext Uttarakhand Ratan Samman for Excellence in Hospitality & Education, presented by Shri Bhagat Singh Koshyari ji (2023). He helps hotels build reliable teams and professionals grow their careers.
📧 Contact: manwal@hospitalityvacancy.com | 🔗 LinkedIn
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