Everyone in the hotel industry understands: no matter how soft the mattress, no matter how bright the lobby, it will not keep people. What really attracts guests is the feeling of “being taken care of”, a timely greeting, a cup of warm water, is better than all the decoration. The good news is that this feeling does not rely on money, rely on a little care. The following methods do not take much effort, but can make the people who have stayed in the hotel name in mind.
Start with Understanding Guest Pain Points
To improve hotel service, start by uncovering what truly frustrates guests. Management often assumes the issues are obvious—slow check-in or an untidy room—yet subtle pain points are easily missed. A family may struggle without child-size cutlery, while a business traveler may lose time over unreliable lobby Wi-Fi.
- Add short mid-stay surveys: Send a text 24 hours after arrival. Ask only:
“What single thing could we improve today?”
“Do you need anything you haven’t received?”
Acting on these answers while the guest is still on site turns potential complaints into positive experiences. - Review feedback regularly: Assign one person 30 minutes a week to scan Google, Tripadvisor, and OTA reviews for recurring themes. If three or more comments mention “cold front-desk tone” or “inconsistent hot water,” the next training or maintenance task is already defined.
- Talk to your team: Housekeepers, servers, and front-desk agents hear guests’ frustrations first. Hold a 15-minute weekly huddle where they can relay direct feedback. Offer a small incentive—such as a coffee voucher—for every actionable insight shared.
Train Your Team on Guest-Focused Skills
Good hotel service doesn’t just happen—you’ve got to train your team to put guests first. Many hotels skip the people skills that make guests feel special. Here are three simple skills that really work:
1. Really Listen (Make Guests Feel You Care)
Guests don’t just want to complain—they want to know you’re actually paying attention. Teach your team:
- Stop and look at them: If a guest walks up while you’re typing, pause and make eye contact. Staring at your screen makes them feel ignored.
- Repeating back key points: If they say, “My AC isn’t working,” try: “Got it, your AC isn’t cooling, and you need it fixed right away. Let me send maintenance to your room in 10 minutes.” This shows you get it and avoids mix-ups.
- Avoiding interruptions: Don’t jump in with “We can’t fix AC after 9 PM” mid-sentence. Even if you can’t help, cutting them off feels rude.
How to train this: Do 5-minute role-plays during staff meetings. Have one staff member pretend to be a guest with a complaint, and another practice active listening. Afterward, ask the group to give feedback: “Did they make eye contact? Did they repeat the guest’s issue?”
2. Solve Problems Before Guests Ask (Be One Step Ahead)
Great service means fixing things before guests even notice them. For example:
- See a guest struggling with bags? Offer help immediately—don’t wait for them to ask.
- Rainy day? Keep umbrellas by the front desk ready to hand out.
How to teach this:
- Make a “what guests might need” list: Jot down common situations and quick fixes. Like:
Guest has a dog? → Offer water bowls + nearby park info.
Ordered breakfast in room? → Toss in extra napkins + a to-go cup.
- Praise staff who jump in: When someone spots a need first (like a waiter noticing a guest’s nut allergy and suggesting safe dishes), call it out in team meetings. A simple “Nice catch helping that guest!” makes others want to do the same.
3. Handling Complaints with Care (Turn Bad Moments into Good Ones)
Even great hotels get complaints. What matters is how you fix them—because that’s what makes guests stay loyal or never come back. The secret? Show you care, don’t make excuses.
Teach your team this simple 3-step way:
- Say you’re sorry—like you mean it:
Say “I’m sorry this happened” (not “I’m sorry you feel that way”). The second one just makes guests feel brushed off. - Fix it—fast and clear:
Don’t just say “We’ll fix it.” Be specific. If their meal’s cold? Say: “I’ll have the kitchen make you a fresh one right now, and dessert’s on the house.” - Check back later:
Circle back in 10-15 minutes. Ask: “How’s the new meal? Everything okay now?”
Real example:
A guest complains about noise from a party next door. The front desk says: “I’m sorry—that’s not okay. Let’s move you to a quiet room upstairs, and please take this bottle of wine for the trouble.”
Result? The guest leaves a 5-star review: “They turned a bad night into a great one!”
Use Technology to Make Service Smoother (Don’t Replace Human Interaction)
Many managers worry that technology will make hotel service feel cold—but the right tools can actually free up your team to focus on guests. The goal is to use tech to eliminate friction (like long check-in lines) so staff can spend time on the things that matter (like greeting guests or solving problems).
1. Mobile Check-In & Room Keys
Long front desk lines frustrate guests. Mobile check-in lets them handle paperwork on their phone before arriving. They can even use their phone as a room key—no waiting for a physical card.
How to do it: Pick an easy tool that works with your booking system. Tell guests about it in pre-arrival emails: “Skip the line! Check in on your phone 24 hours before your stay.” Keep one desk open for guests who prefer face-to-face help.
2. Guest Texting
Guests hate waiting on hold for towels or restaurant info. Let them text requests instead (via SMS or WhatsApp). Staff can reply in minutes.
How to use it: Add a message button to your app or text guests after check-in: “Need anything? Text us for towels, reservations, or local tips!” Train staff to respond within 5 minutes—even at night..
3. Remember Guest Preferences
Small personal touches make guests feel special. A simple database helps you remember these. Train staff to add notes on your PMS after talking to guests.
Keep Getting Better
Good hotel service isn’t set-and-forget. You need to keep checking what’s working and fix what isn’t.
1. Ask Guests What They Think (Make It Easy)
After they leave, send a quick survey (3-5 questions). Skip vague stuff like “How was your stay?” Ask specifics:
- “How easy was check-in?” (Rate 1-5)
- “Did staff help you fast enough?” (Rate 1-5)
- “What’s one thing we should fix?” (Open box)
Why it works: Clear answers tell you exactly what to change. If check-in scores high, your mobile app is working. If staff speed scores low, train them to respond quicker.
2. Tell Your Team What Guests Said
Don’t hide feedback—share it! In weekly meetings, highlight wins and fixes:
- “A guest lost their phone, and Maria helped them find it. Nice work, Maria!”
- “Folks said restaurant service was slow. Let’s brainstorm ways to speed it up.”
This shows staff their impact and where to improve.
3. Try Small Changes (No Big Overhauls)
Don’t change everything at once. Test one tweak a month:
- Month 1: Try mobile check-in for half the guests.
- Month 2: Train staff to listen better.
- Month 3: Start texting guests for requests.
After each test, check surveys and reviews. If mobile check-in gets love, roll it out everywhere. If the restaurant is still slow? Try adding staff at busy times.
Simple rule: Listen → Share → Test → Repeat. That’s how you turn okay service into great service.
Final Thoughts
Great hotel service isn’t about being perfect—it’s about making guests feel valued. A guest won’t mind a small mistake (like a late meal) if your team is friendly, quick to help, and fixes the problem. Focus on what bothers guests, train staff to care, use tech to make things easier, and keep asking for feedback. That’s how you get guests to return.
