Service is actually a procedural, mechanical function. It is going through the steps to perform service for guests. It is about greeting guests promptly, remaking rooms at a good/requested time, announcing when knocking on guests’ doors, cleaning rooms carefully, and delivering requests promptly. However, the personal part of service is the most important element of superior service. It is about giving guests a feeling of being cared for, it is connecting with guests, anticipating possible needs, being more than helpful with offering personal assistance, making some friendly conversation, making them feel very welcome, and giving a warm parting remark with the wish of a great stay.

Are you caring for your guests or just taking care of your business?