Claire Dawson
Providing extraordinary hospitality is key to the success of any business in the hospitality industry. It involves creating a warm and friendly atmosphere, making guests feel welcome, and going the extra mile to ensure they have a positive and memorable experience. An example of extraordinary hospitality is when hotels or restaurants utilise technology to enhance the guest experience, such as developing a mobile app for room control or implementing AI-powered concierge systems. Another example is when hospitality businesses incorporate themselves into their locality, such as by creating an online magazine that provides guests with information and recommendations about the city.
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What You'll Learn
Warm greetings and farewells
Greeting by Name
Greet guests warmly by name with a smile and a friendly demeanour. This simple act can make guests feel recognised and valued even before they enter the venue. It sets the tone for their entire experience and can make them feel comfortable and welcomed.
Complimentary Refreshments
Offer complimentary welcome drinks, signature cocktails, or refreshments upon arrival. This gesture can make guests feel appreciated and relaxed, especially after a long journey or a busy day. It also showcases generosity and attention to detail.
Personalised Invitations
Sending personalised invitations that include guests' names and tailored details about the event demonstrates thoughtfulness and makes guests feel special. It elevates their excitement and anticipation for the event and creates a positive impression even before their arrival.
Efficient Coat Check Services
Provide efficient and secure coat check services for guests' outerwear and personal items. This not only relieves guests of the burden of carrying items but also ensures the safety and organisation of their belongings during their stay or participation in an event.
Branded Umbrellas
Offer branded umbrellas or loaners during rainy weather. This simple yet thoughtful gesture can be a lifesaver for guests who are caught unprepared in unexpected rainfall. It demonstrates preparedness, practicality, and a willingness to go the extra mile to meet guests' unexpected needs.
Guided Venue Tours
Arrange guided tours of the venue, highlighting key areas and sharing interesting facts. This enhances guests' familiarity with the venue and can make them feel more at home. It also showcases the venue's unique features and creates a sense of inclusion and belonging.
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Going the extra mile
In the hospitality industry, going the extra mile can be as simple as greeting guests with a smile, offering a warm and friendly welcome, and helping with their luggage. It can also involve providing a personalised experience, such as using a guest's name and offering tailored suggestions or services. For example, Andaz Hotels have replaced the traditional reception desk with hosts who meet and greet guests, offer them refreshments, and remain their first point of contact throughout their stay. Similarly, citizenM Hotels in Amsterdam provide a free hot meal to guests before they leave. These simple acts can create a positive and memorable first impression.
In restaurants, going the extra mile can mean attentive and friendly service, with staff who are proactive and polite. This might include making menu suggestions, providing quick assistance, and ensuring diners feel comfortable, creating a welcoming atmosphere that enhances the overall dining experience. Understanding different cultures and noticing the little things can also help to create unforgettable moments.
Extraordinary hospitality can also involve providing an experience that goes beyond basic needs. For example, offering a pillow menu, sleep elixirs, or other unique items or treatments can help guests feel relaxed and well-rested. Luxury toiletries and high-quality event souvenirs can also add a touch of luxury and create a sense of generosity.
In challenging times, going the extra mile can be life-changing. For instance, in the event of a natural disaster, a community might offer extraordinary hospitality by providing shelter, meals, donations, and emotional support to those affected, reflecting a strong sense of connection and generosity.
Overall, going the extra mile in hospitality is about creating a warm and friendly vibe, making genuine connections, and providing an exceptional experience that exceeds expectations and fosters a sense of belonging. It is about leading by example and turning a good experience into a great one.
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Making guests feel at home
Warm and Friendly Greeting
A warm and friendly greeting can set the tone for a guest's entire experience. It is important to welcome guests by name with a smile and a friendly demeanour. This can be done by hosts who meet guests at the entrance, offer complimentary refreshments, and assist with luggage, as demonstrated by Andaz Hotels.
Personalised Touches
Extraordinary hospitality is often about the little things that make guests feel special. This could include sending personalised invitations, offering welcome drinks or signature cocktails, providing efficient coat-check services, or even loaner umbrellas on rainy days.
Comfort and Convenience
Ensuring guests' comfort is a priority. This may involve providing comfortable lodging, a good night's sleep with a pillow menu and sleep aids, or enhancing restrooms with luxury toiletries. It is also important to incorporate the locality, such as providing guided tours of the area.
Going Above and Beyond
Extraordinary hospitality often means going above and beyond, whether it's providing a hot meal before guests depart, as citizenM Hotels in Amsterdam do, or offering laundry services in addition to a home-cooked meal. It could also be as simple as providing complimentary snacks to encourage social gatherings, as suggested by Carolyn Lacey, or offering to do someone's laundry.
Creating Connections
Hospitality is about creating genuine human connections and a sense of belonging. This can be achieved by being great at chatting with people, noticing the little things, and understanding different cultures. It is also important to be proactive, polite, attentive, and responsive to feedback, creating a positive and memorable experience for guests.
By focusing on these aspects, hosts can make their guests feel at home and create extraordinary hospitality experiences that leave lasting impressions.
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Creating unforgettable moments
Warm and Personalised Welcome
A warm and friendly greeting sets the tone for a guest's experience. Use their name, offer a smile, and be attentive to their needs. A personalised welcome, such as a tailored invitation or a complimentary drink upon arrival, can make guests feel valued and special.
Anticipate Needs and Go the Extra Mile
Extraordinary hospitality is about knowing what guests want before they ask. This could be providing a full pillow menu and sleep aids for a good night's rest, as offered by Conrad Chicago, or offering a free hot meal before guests depart, as done by citizenM Hotels in Amsterdam. It's the little things that make a big difference.
Enhance the Experience with Unique Touches
Surprise and delight your guests with unique and exclusive offerings. Provide luxury toiletries, organise guided tours of your venue, or offer branded umbrellas on rainy days. These special touches elevate the experience and create lasting memories.
Foster a Sense of Belonging
Create an environment that makes guests feel like they belong. Be inclusive, attentive, and respectful. Encourage social interactions and foster connections between guests. Whether it's through small group gatherings or simply offering a friendly chat, help build a sense of community within your venue.
Incorporate Local Culture
Incorporate the local culture and community into your hospitality. Engage with your surroundings and offer experiences that showcase the unique aspects of your locality. By integrating local flavours, traditions, or activities, you create an authentic and immersive experience for your guests.
Extraordinary hospitality is about creating moments that transcend the ordinary. It's about making guests feel valued, comfortable, and welcomed, not just as customers but as part of a community. By anticipating needs, offering unique experiences, and fostering connections, you can create unforgettable moments that leave a lasting impression.
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Providing basic needs and more
Accommodation
Providing comfortable and welcoming lodging facilities is crucial. This includes offering clean and well-maintained rooms, ensuring the availability of essential amenities, and addressing any maintenance or cleanliness issues promptly. Going the extra mile could include providing luxury toiletries, a pillow menu, or sleep aids such as eye masks and earplugs to enhance guests' comfort.
Food and Beverage
Meeting guests' nutritional needs is fundamental in hospitality. This involves offering a variety of food and beverage options that cater to different dietary preferences and restrictions. Extraordinary hospitality might include providing complimentary welcome drinks, snacks, or meals, as well as accommodating special requests or dietary needs. For instance, citizenM Hotels in Amsterdam provide a free hot meal to guests before they depart.
Travel and Tourism
Facilitating travel and tourism services can be a significant aspect of hospitality. This could include providing transportation to and from the airport or assisting guests with booking tours, activities, or reservations at local restaurants. Offering umbrellas during rainy weather or providing maps and recommendations for local attractions can also enhance guests' experiences.
Personalized Services
Anticipating guests' needs and providing personalized services can create a memorable experience. This might involve offering a seamless check-in process, as implemented by Andaz Hotels, where hosts greet guests at the door and complete check-in procedures on a tablet while offering complimentary refreshments. Understanding different cultures and being attentive to guests' preferences, such as their favorite drinks or pillow type, can also elevate the level of hospitality.
Additional Comforts
Extraordinary hospitality often involves anticipating and providing for guests' potential needs. This could include offering a range of entertainment options, such as books, magazines, or board games, ensuring a well-stocked minibar or snack basket, or providing access to recreational facilities like a pool or gym.
By focusing on providing for basic needs and going beyond, hospitality professionals can create a warm and welcoming atmosphere, ensuring that guests feel valued, comfortable, and cared for during their stay.
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Frequently asked questions
Extraordinary hospitality means providing exceptional care and kindness to guests or strangers, often exceeding basic needs. It involves making others feel welcome, comfortable, and valued, creating an environment that fosters genuine human connection and a sense of belonging.
An example of extraordinary hospitality in a community is when neighbours support a family affected by a disaster, such as a flood, by offering shelter, meals, donations, and emotional support.
Hotels can provide extraordinary hospitality by going above and beyond to ensure guests' comfort. For instance, Andaz Hotels have replaced the traditional reception desk with hosts who greet guests at the door, offer them refreshments, and complete the check-in procedure on a tablet. The Conrad Chicago offers a pillow menu and various treatments to help guests get a good night's sleep.
Showing extraordinary hospitality does not have to be extravagant. It can be as simple as greeting guests by name with a smile, offering welcome drinks, providing coat check services, or giving guests a guided tour of the venue. It's also important to be open to suggestions and listen to customer feedback.
