In hospitality, we always want to provide the best for our customers: the most beautiful views, the most luxurious spa, and the most unique rooms. We offer anything we can to be the top hotel in the industry.
We should all strive to offer exceptional accommodations for guests. However, it’s impossible to make these accommodations perfect. In reality, no matter what we do, nothing we offer can be completely flawless.
How often has your entire stay at a hotel or resort met every single one of your expectations? Perfection is something we should strive for and hope to provide each and every one of our customers. However, perfection in hospitality- or in any industry for that matter-is not always attainable.
Don’t be discouraged if your guest is disappointed in something, or you cannot provide their “perfect” or ideal stay. The difference between a great hotel and the best hotel is not the accommodations. It’s how the hotel strives to provide an amazing experience all the while working with imperfections.
In essence, how does your staff react when things do not go as planned or when a guest’s expectations are not met? What level of hospitality do they express? How does your team make it right?
We must first strive for connection; perfection will then follow.
The famous Maya Angelou quote reads, “I have learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
This quote applies to every aspect of hospitality.
What are we doing to make people feel appreciated and feel welcomed? Are we connecting with them or just offering our services?
The way to make our services the best is by connecting with the customer.
After all, hospitality is all about connection. This is our goal. Accommodations and services can not always be perfect, but our relationships can be.
