In the hotel industry terms like “guest service” and “guest experience” are often used interchangeably – but, there are distinct differences.
NB: This is an article from iVvy
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Each term refers to different aspects of hotel operations. Understanding these differences and improving each one in your hotel is important to enhance guest satisfaction, boost loyalty, and increase revenue. Keep reading to explore the similarities and differences between guest services and guest experiences, and how to deliver each seamlessly.
What is Guest Service?
Hotel guest service refers to the day-to-day interactions and activities undertaken throughout your venue to meet guests’ basic needs during their stay. This includes a wide range of services such as:
• Check-in and Check-out Processes: Efficiently handling guest arrivals and departures.
• Room Service: Delivering food, beverages, and other amenities directly to guest rooms.
• Housekeeping: Ensuring rooms are clean, well-maintained, and stocked with supplies.
• Concierge Assistance: Providing information and assistance with reservations, transportation, and local attractions.
• Maintenance Requests: Promptly addressing any issues in guest rooms, such as fixing a leaky faucet or broken air conditioner.
Guest service is about considering and carrying out essential functions that guests expect from any hotel. It’s reactive by nature, focusing mainly on resolving issues and fulfilling requests as they arise.
What is the Guest Experience?
On the other hand, a hotel’s guest experience goes beyond basic services to create memorable moments that delight and surprise guests. It involves a holistic approach that starts from the moment a guest considers booking and continues through to post-visit interactions. Elements of guest experience in hotels include:
• Booking Process: Creating a seamless and pleasant booking experience, whether online or over the phone.
• Personal Touches: Offering personalised greetings, amenities, and services based on guest preferences and history.
• In-Room Ambiance: Enhancing the room environment with thoughtful details like luxurious bedding, curated artwork, and custom welcome notes.
• On-Site Activities: Providing unique and engaging activities such as yoga classes, wine tastings, or guided tours.
• Post-Experience Follow-Up: Sending thank-you notes and soliciting feedback to show appreciation and gather insights for future improvements.
The hotel guest experience aims to go beyond the basics to create memorable moments that make guests feel valued and special. It’s proactive, focusing on anticipating needs.
