Service in the hotel industry: 6 ways to leverage the guest experience

Service in the hotel industry is much more than simply checking guests in and out. It’s about a wide range of experiences that impact the guests’ stay, creating a lasting impression that can either build customer loyalty or push guests toward competitors. 

In today’s hospitality landscape, providing personalized and well-rounded service at your hotel is crucial to increase the chances of having return guests and recommendations. It ultimately means excellent customer service is a new revenue stream.

In this post, we’ll delve into what high-quality service looks like in the hotel industry as well as the benefits and types that are gaining significant attention. 

Whether you’re a hotel owner, manager, or part of the hospitality team, understanding the importance of superior service and how to implement it can make all the difference in achieving success.

Check it out!

What is service in the hotel industry?

Service in the hotel industry refers to the entire guest experience from price quote to check-out. It includes:

• Pre-reservation interactions with the hotel;
• Pre-stay experiences for check-in process;
• During-stay service communication;
• Post-stay loyalty relationships.

A well-rounded hospitality service involves offering timely communication, personalizing the guest experience, and ensuring that no detail is missed, whether it’s communication about amenities, the guest’s room preference or dietary restrictions. 

In short, hotel service means going above and beyond the basics—it’s about creating memorable moments.

What are the benefits of providing excellent service at your hotel?

There are significant benefits to making sure that your hotel offers outstanding service, particularly in a competitive market. 

Let’s take a look at 4 game-changing advantages your hotel can leverage.

1. Increased guest satisfaction and loyalty

A guest who truly feels seen is more likely to return, and exceptional service fosters long-term relationships. Positive reviews from satisfied guests are crucial in an industry where reputation is a must.

From the first interaction, your hotel needs to provide 24/7, high-quality communication service. The first impression sets the tone for the entire relationship between your hotel and the guest. 

To manage this demand effectively, it’s essential to leverage an AI-powered communication and service platform. Such technology ensures potential guests receive the support they need while allowing your team to focus on delivering a superb in-person service.

2. Higher direct bookings

Offering an outstanding hotel service leads to satisfied guests who book directly rather than through third-party platforms, saving commission fees and giving you a direct line to your customer base.

There’s this saying in the hospitality industry that the first booking can come from an OTA, but the second one must be via direct channels. 

A top-notch service, from pre-stay to post-stay, strengthens your chances to level up direct bookings!

3. Upselling and cross-selling opportunities

To offer an outstanding during-stay experience and make guests more likely to opt for extra services, your hotel must streamline communication. It may sound obvious, but your guests won’t be able to buy services if they don’t know it. 

To support your property with 1:1 automated message workflows and promote your hotel’s amenities without overwhelming your team, you can count on AskFlow, Asksuite’s newest launch.

Want to know more about this cutting-edge solution? Reach out to one of our experts!

4. Competitive advantage

Nowadays, travelers have access to a sea of hotel options to make their choice. So, what makes your hotel different from the competition? Service is often the first thing travelers notice as a standout feature. 

Offering unique types of hotel services sets you apart, making your hotel more appealing to both first-time and returning guests.

Here comes the one-million-dollar question: what are the most popular hotel services? Do you already offer them? Let’s find out!

6 kinds of services in the hospitality industry that attract guests

In the ever-evolving hospitality sector, some kinds of hotel services attract guests’ attention more than others.

Here are 6 services that are must-haves for modern hoteliers looking to boost revenue and engage guests during their stay.

1. Personalized experiences

Personalization is one of the most effective ways to make a lasting impression on guests and create a memorable stay. 

From custom greetings even before booking to personalized room settings (like flowers or amenities based on  guest preferences), personalization sets the tone for an unforgettable experience. 

Whether it’s offering the guest’s favorite drink upon arrival or setting up a 1:1 communication during the guest journey, these small touches show care and attention to detail.

2. Business and remote work amenities

In today’s increasingly remote work environment, offering business amenities has become a major selling point for many hotels. 

Providing a quiet workspace with high-speed internet and tech tools can attract business travelers and those working remotely. These services create a seamless work-travel experience and offer added convenience.

3. Wellness and recreational services

Guests continue to prioritize wellness, so hotels with fitness centers, in-room gym equipment, or even outdoor jogging paths are attracting an important group of travelers. 

Healthy lifestyle options also serve as an opportunity to upsell spa treatments or wellness packages, offering both a unique experience and additional revenue.

4. Concierge and local assistance

A concierge service that goes beyond the basics of room and restaurant reservations helps elevate the guest experience.

Whether it’s offering local recommendations, booking exclusive tours, or arranging transportation, a savvy concierge can make a guest’s stay more enjoyable. 

5. One-of-a-kind dining experiences

A memorable dining experience is another key advantage. Open-air dining spaces, rooftop restaurants with city views, and locally sourced gourmet cuisine are popular types of hotel services that leave a lasting impression on guests. 

Hotels that create unique dining experiences also benefit from increased social media engagement, as guests are more likely to share their experiences online – and that can be a direct booking booster.

6. Convenient transportation options

Transportation services such as airport pick-up and drop-off or partnerships with local car rentals offer convenience for travelers. Arranging shuttle services or working with transportation providers can be a game-changer, particularly for international guests or those unfamiliar with the local area. 

In the competitive world of hospitality, providing excellent services at hotel properties is no longer optional—it’s essential for success. Guests expect more than just a place to sleep; they’re looking for a complete experience. 

The benefits of excellent customer service are clear: higher guest satisfaction, increased loyalty, and greater revenue from both direct bookings and additional services. If you want to thrive in the hotel industry, delivering an outstanding hospitality service should be at the core of your strategy.

This blog post was originally written on December 2, 2021 by Claudia Jeffrey and updated on November 07, 2024 by Asksuite Team.