Ordinarily extraordinary guest service

Why consistent basics matter more than occasional wows

Many discussions about guest service focus on creating “legendary” or “wow” moments. But for most hotels, true loyalty comes not from rare, flashy gestures, but from doing the everyday basics with consistency, empathy, and presence. The real opportunity lies in making ordinary interactions feel extraordinary.

Key takeaways

• Shift from wow to consistency: Memorable guest loyalty is built on dozens of small, reliable gestures rather than occasional big surprises.
• Human touch over tech: Training often focuses on systems, but staff need skills in eye contact, body language, and empathetic listening.
• Segment realities matter: Lavish gestures may suit luxury hotels but are unrealistic for midscale and economy properties that serve most travelers.
• Daily interactions count: Greeting guests warmly, personalizing emails, and acknowledging waiting guests all create lasting impressions.
• Empathy before resolution: In complaints, showing genuine understanding before apologizing and fixing issues strengthens guest trust.

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