Think you have to be a five-star to act like one? Think again.
"There are not many five-star hotels in the world. We talk about them, but what really is the difference (other than facilities and FF&E) from a five-star hotel to a four-star hotel? Well, for one thing, five-star service is very proactive rather than reactive. In other words, the staff at a five-star hotel are constantly anticipating guests’ every possible need and desire, and offering it before the guest has to ask or before the guest even realizes the need. Another obvious five-star service trait is the consistent use of the guests’ names. It is a habit for five-star staffers."
This approach is not exclusive to four and five star hotels. Try implementing this reminder in your daily stand-up regardless of your rating, and see if your guest experience comments improve.
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