15 Examples of Remarkable Service for Hotels- ReviewPro (2023)

15 Examples of Remarkable Service for Hotels.

“Social media raises the stakes for customer service” – That was one of the most important insights from the recent Global Customer Service Barometer [PDF] conducted by American Express – which found that social media savvy consumers who are happy with a company’s customer service say they’d spend 21% more with those companies. Last year, hotel executives at the Reuters Global Luxury and Fashion Summit shared how they are “shifting away from fancy freebies like lotion and soap and toward expert service that reflects a real understanding of the guest’s preferences” as a way to succeed today.

The link between service and financial performance in hospitality inspires everything we are building here at ReviewPro. Our social media and review analytics are designed to help our hotel clients better understand their customers – providing better travel experiences that ultimately end up improving the hotels’ bottom line. Remarkable service pays dividends by increasing loyalty and word of mouth buzz.

Customer service has always been a prerequisite to success in the hotel industry, but in this social media era where everyone acts as a publisher, there is additional marketing value to being remarkable. Getting the basics right, but also looking to create “talkable touchpoints.”

We have collected a list of 15 Examples of Remarkable Service for Hotels that will earn you social media attention:

Greeting Guests with Hosts at Andaz Hotels15 Examples of Remarkable Service for Hotels- ReviewPro (1)

Hyatt’s Andaz brand replaces the traditional front desk reception concept by having hosts circulate the lobby to meet guests as they walk in. Joe Brancatelli, a business travel columnist, observed:

You’re invited to sit down and are offered a complimentary glass of wine or a cup of coffee. (Andaz properties have a barista on duty 24/7 in a lobby café.) The host then completes the check-in on a tablet computer. When you’re finished sipping and signing, the host escorts you to your guestroom.

“Andaz is about giving great service in a relaxed way,” says Toni Hinterstoisser, general manager of the Andaz on Wall Street. “A host’s job is very different [than a front-desk clerk’s]. They are supposed to be like the conductor of a symphony. We want them to anticipate your needs when you check in, make you relaxed, and be the person you call throughout your stay when you need help.”

It seems this approach pays off in guest satisfaction – both Andaz locations in New York were among the top ten in the city according to online guest reviews [ReviewPro research].

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Instagram Moments book at Sheraton Bratislava (Starwood)

Photographer and travel blogger Jen Pollack Bianco found a book of “Instagram Moments” when she checked into the Sheraton Bratislava:

15 Examples of Remarkable Service for Hotels- ReviewPro (2)

It came with a note that said: “As we know that Jennifer loves to take Instagram pictures, we thought you’d enjoy this hand-picked selection of 25 of our most favorite shots of Bratislava…;)” It’s a good example of a simple gesture that makes a big impression.

Service Personalization with Facebook Feedback at The Ritz-Carlton, Naples

The Ritz-Carlton Resorts of Naples asked Facebook fans how they like their coffee. If you answered, then stayed with them, your coffee would arrive perfectly sugared—without having to ask. It’s a little detail that can be used in other ways, as we see in our next example….

15 Examples of Remarkable Service for Hotels- ReviewPro (3)

Social Media Increases Loyalty at Accor

According to Nancy Trejos at USA Today, Accor Hotels tried something cool at its Sofitel and Novotel properties in Philadelphia, Chicago, New York and Washington, D.C. – identifying loyalty members checking into the hotels that month, and then checking (public) social media profiles to identify the guests’ interests. A gift was then selected to “Take guest recognition to the next level, to a more powerful level,” said Magali Jimenez Bervillé, director of e-commerce North America for Accor.

Some examples?

  • For the guest who likes fine dining, an all-day behind-the-scenes tour of Tru in Chicago along with a night at the Sofitel Chicago Water Tower.
  • For the guest who likes fishing, an eco-friendly fishing trip in the San Diego Bay.
  • For the guest 15 Examples of Remarkable Service for Hotels- ReviewPro (4)who likes luxury cars, a certificate to drive a Ferrari and Lamborghini.
  • For the guest who likes lounging in spas, a day at the Hela spa in Washington, D.C., plus an overnight stay at the Sofitel.
  • And for the guest who likes sports, VIP tickets to a hockey game between the San Jose Sharks and the Red Wings.

Fun, Free Amenities at citizenM Hotels

citizenM Hotels succeeds by understanding and offering exactly what their guests care about. In addition to free wifi and movies, they are constantly introducing cool new amenities. For example, when I was staying at their Amsterdam property last Fall, they were giving away free chicken curry rice to guests before they went out on the town. I took a photo, shared it with my Facebook friends – and am still using it as an example in presentations:

15 Examples of Remarkable Service for Hotels- ReviewPro (5)

Sleep Menu at Conrad Chicago

15 Examples of Remarkable Service for Hotels- ReviewPro (6)

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A number of hotels offer pillow menus, but the Conrad Chicago takes this to another level, offering a full pillow menu, herbal sleep elixirs & night caps, ‘sleep chocolate,’ h20 hydrating treatments, thermal acqua masks, sleep sound machines – among other amenities.

They even created a separate website: ConradChicagoSleepMenu.com

Music Playlists from Morgans Hotel Group

15 Examples of Remarkable Service for Hotels- ReviewPro (7)Many hotels overlook music as an essential experience element – and a powerful way to provide a sense of place for globetrotters. Not Morgans Hotel Group. They’ve created playlists for each of their hotels.

Tattoos at the Andaz 5th Avenue

15 Examples of Remarkable Service for Hotels- ReviewPro (8)

Jonathan Frolich, general manager of Andaz 5th Avenue in Manhattan, is committed to connecting guests with New York culture. According to this CNN article, “His team commissioned street artists to graffiti the walls of the hotel and offered guests an opportunity to jump a multi-month wait list to get a tattoo created by world-famous artist Mister Cartoon, whose client list includes Beyoncé and Justin Timberlake.”

“Years ago, the grandest hotels were bastions of culture, representing whatever was happening artistically in that city. That commitment and connection has disappeared for a very long time — we’re trying to bring it back.” – Jonathan Frolich

Destination Information from Mandarin Oriental

15 Examples of Remarkable Service for Hotels- ReviewPro (9)

Mandarin Oriental Hotel Group takes content marketing to a new level with Destination MO – their online magazine. Readers find everything from celebrity recommendations to how to find the perfect “moment” in a city.

Personal Recommendations from Hilton

Vanessa Sain-Dieguez runs a team of people at Hilton Worldwide that manage the Twitter account @HiltonSuggests.

15 Examples of Remarkable Service for Hotels- ReviewPro (10)

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They work around the clock to provide real-time advice and recommendations based on questions and ideas they pick up from social media monitoring. They even recommend competitor hotels if they don’t have a property that suits the needs of a person in their audience.

All recommendations come from personal experience. Britnee Johnson explains at Digital Royalty:

Hilton Suggests communicates solely through Twitter to help those in various destinations find the things that will make their travel easier. The customer service organization lets users know that all suggestions are based on their team members’ personal experience and opinion.

Simply put, someone might ask about the best iconic places for walking and dining in the Los Angeles area and @HiltonSuggests will reply with the places that they’ve experienced to be the best- Santa Monica Pier and Venice Beach. The team does their best job to help others in the cities listed on their Twitter background (Atlanta, Austin, Chicago, etc).

Concierge Videos from InterContinental Hotels

Back in 2007, InterContinental Hotels began creating videos featuring hotel concierges offering destination advice. Here’s Domenic Alfonzetti, Chief Concierge at the InterContinental New York Barclay, showing you an insider’s tour of New York.

InterContinental has also tested providing concierge service through live video chat on Skype or Apple’s Facetime to provide a higher level of service through digital channels.

Holographic Concierge at Aloft Hotels

15 Examples of Remarkable Service for Hotels- ReviewPro (11)This isn’t Tupac at Coachella, but Starwood’s Aloft Hotels is testing a little Star Trek technology to give guests a new way to access information and offers on local businesses. A holographic image is projected onto a life-sized cut-out of a person in the hotel lobby of an Aloft Hotel. Guests can then use their smartphones to download and save information.

Scavenger Hunt Contest at Palomar San Diego

15 Examples of Remarkable Service for Hotels- ReviewPro (12)

Helping their guests explore the city of San Diego, the Palomar, a Kimpton Hotel, created a scavenger hunt that doubled as a social media contest. Participants used clues provided through the Scavenger Hunt with Friends mobile application, and then took and shared photos as they found the items.

“We think this is a perfect way for participants to have fun and experience the nooks and crannies of San Diego, while having a chance of winning some great prizes. We see it as a creative take on our ‘Live Like a Local’ programme, which provides guests with an authentic local San Diego experience,” said Mark Van Cooney, general manager of Hotel Palomar San Diego.

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Facebook Updates from the Ushuaia Beach Hotel

15 Examples of Remarkable Service for Hotels- ReviewPro (13)

The Ushuaia Ibiza Beach Hotel used RFID technology in an interesting way: creating wristbands that are synchronized to guests’ Facebook profiles. Guests wearing these wristbands could check into places on property and update their status (eg, “I’m dancing at the Ushuaia”). They could also get photos taken of themselves at events, and have these images sent directly to their Facebook newsfeed.

The marketing results were impressive – read the full story on Tnooz.

Free Mountaintop Photos for Facebook at Vail Resorts

15 Examples of Remarkable Service for Hotels- ReviewPro (14)

Every winter sports fan wants a photo on top of the mountain, and professional photographers have exploited this for years, charging exorbitant rates. Vail Resorts offered an alternative – taking mountaintop photos that were free to post on Facebook and Twitter. It’s a powerful way to serve your guests – and increase your brand visibility at the same time.

How will you deliver remarkable service?

This is undoubtedly a very eclectic mix of ways hotels are providing their guests with remarkable service. But whether you are working at a small independent hotel or one of the world’s largest hotel brands, I hope it inspires you to think of how you might creatively provide memorable experiences.

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FAQs

What are hotel services examples? ›

Hotel Services:
  • Car rental services.
  • Catering services.
  • Concierge services.
  • Courier services.
  • Doctor on call.
  • Dry cleaning.
  • Excursions and guided tours.
  • Flower arrangement.

How would you describe a good hotel service? ›

"Good service is making a guest feel like they are the most important person in the building no matter who they are, ensuring that everything they want and need is provided. Good service is going the extra mile naturally, when no request is too unreasonable and we do everything in our power to make the guest happy.

What are the attributes of remarkable service? ›

Remarkable Service Is Welcoming, Friendly, and Courteous

By the same token, a warm good-bye makes guests feel appreciated and encouraged to return. Good servers are sensitive to guests' needs, not only as to the dishes served but also in terms of the entire dining experience.

How can I make my hotel service better? ›

Hotel guest satisfaction tips and best practices
  1. Personalize, personalize, personalize.
  2. Post-booking communication.
  3. Offer freebies and complimentary services.
  4. Implement in-room technology.
  5. Be proactive in your service.
  6. Reward repeat guests.
  7. Offer multiple communication channels.
  8. Create an inclusive experience for all.

What are the 5 types of services? ›

Types of Services
  • Business Services. The services used by business organizations to conduct activities are known as business services. ...
  • Social Services. ...
  • Personal Services. ...
  • Banking. ...
  • Insurance. ...
  • Transportation. ...
  • Warehousing. ...
  • Communication.
9 Jun 2022

What are the best hotel services? ›

Best Hotel Amenities for Business Travelers
  • 24 Hour Guest Reception. ...
  • Healthy Breakfast. ...
  • Complimentary Electronics Chargers. ...
  • Clothing Iron. ...
  • Business Facilities. ...
  • Transportation Services and Information. ...
  • Laundry Services. ...
  • Daily Newspaper.
16 Jan 2020

What are some examples of good customer service? ›

12 examples of good customer service
  • Add a personal touch.
  • Be transparent and educate customers.
  • Respond quickly to all customer feedback.
  • Use creative and unexpected return policies.
  • Find a workaround when items are out of stock.
  • Build a connection with local shoppers.
  • Remember and reward repeat customers.
4 Jun 2021

What's good customer service example? ›

What are some examples good customer service? In retail, examples good customer service include remembering and appreciating repeat customers, forging a local connection with shoppers, putting your product knowledge to good use, and more.

What is excellent customer service? ›

Excellent customer service means going beyond meeting your customer's basic needs. It involves much more than providing support in a timely and pleasant manner. More importantly, it means doing everything possible so your customers are not merely satisfied. They're actually happy with your products and services.

What is the meaning of remarkable service? ›

Remarkable Service is the distinctive and defining attribute of the best customer service establishments. Remarkable Service makes guests and customers feel comfortable, and it makes their experience enjoyable. In other words Remarkable Service is a high level of caring for the comfort of guests/customers.

Which definition best describes remarkable service? ›

Remarkable Service is Courteous, Friendly and Welcoming – When guests are met by friendly, welcoming hosts, they are assured that they can relax and enjoy their meal. Remarkable Service Instills Trust – Dealing with guests in a straightforward and honest manner puts them at ease.

What are the basic hospitality services? ›

While the hospitality industry covers several different services, it can generally be defined through five different sectors. These sectors include food and beverages, lodging, recreation, travel and tourism, and meetings and events.

What is most important to hotel guests? ›

Cleanliness matters

The most important expectation has and always will be cleanliness. Lack of cleanliness is among the top complaints about hotel stays. Good cleanliness often goes unnoticed, but poor hotel hygiene will always be something guests remember about their hotel stay.

How do you offer good customer service? ›

  1. Know your product. As a customer support agent, you spend all day troubleshooting for customers, and that means you need to be a product expert. ...
  2. Maintain a positive attitude. ...
  3. Creatively problem-solve. ...
  4. Respond quickly. ...
  5. Personalize your service. ...
  6. Help customers help themselves. ...
  7. Focus support on the customer. ...
  8. Actively listen.
31 Aug 2022

What are the services used by the guest during his stay in the hotel? ›

Typically, the basic hotel services include reception guests, room service, food service, including restaurants in the hotel, and security. Sometimes in the small hotels the duties of security, a cook and a cleaner are performed by the owner himself.

What are 5 examples of goods and services? ›

Examples of goods are automobiles, appliances, and clothing. Examples of services are legal advice, house cleaning, and consulting services. The output of a business can lie somewhere between these two concepts. For example, a landscaping company could sell a homeowner a tree (goods) and also mow the lawn (a service).

What are some examples of services? ›

A service is an "(intangible) act or use for which a consumer, firm, or government is willing to pay." Examples include work done by barbers, doctors, lawyers, mechanics, banks, insurance companies, and so on.

What are the main services of your hotel? ›

Two basic services provided by a hotel are room and board. Thus, room (or the official term hotel accommodation) is the main service of the enterprise that belong to hotel business. Checking-in and checking-out are held round-the-clock.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

Can you give an example of when you have provided excellent customer service? ›

I spoke to my manager to determine our options and my manager gave me the approval to give the guests an available room. I also offered the guests free room service for the inconvenience of having to wait for a hotel room. The guests were so satisfied that they left a glowing review online after their stay."

What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

How do you give a 5 star customer service? ›

  1. 5 good customer service examples to provide great service. Respond as quickly as possible. Know your customers. Fix your mistakes. Listen to your customers. ...
  2. 3 ways to improve customer service. Deliver context-based support. Innovate the customer journey. Invest in human and automated service channels.
10 Oct 2022

How do you write a good customer service Review example? ›

​8 tips for writing great customer reviews
  • Provide useful, constructive feedback. ...
  • Talk about a range of elements, including customer service. ...
  • Be detailed, specific, and honest. ...
  • Leave out links and personal information. ...
  • Keep it civil and friendly. ...
  • Feel free to update your review if needed.

What is a good example of customer service interview question? ›

General and Common Customer Service Interview Questions

What does good customer service mean to you? What's the best customer service you've ever received? What do you consider to be the most important skills when providing customer service? How do you ensure you maintain good communication with every customer?

What does customer service mean to you in 20 words or less? ›

“Customer service means going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude. Customer satisfaction is the top priority, and hopefully creating loyal, returning customers.”

What are five characteristics of quality customer service? ›

5 Qualities of Excellent Customer Service
  • Know your Product. To successfully help our clients we need to know the product. ...
  • Listen and Learn. Do you ever feel as if you know what a client is going to say before they say it? ...
  • Practice Patience. ...
  • Go Above and Beyond. ...
  • Conscious Communication.

What is your definition of five star customer service? ›

Five-star service is the highest level of service. True five-star service is built into the culture of a company and is evident in every point of contact and engagement that company has with its customers. Five-star is about exceeding customer expectations, time and time again. –

How will you deliver excellent customer service in your catering restaurant business? ›

Tips To Deliver A Stellar Restaurant Customer Service
  • Put Yourself In Your Customer's Shoes. ...
  • Evaluate How You Would Want To Be Served. ...
  • Start From The Greeting. ...
  • Mind Your Manners. ...
  • Don't Let Them Wait Too Much. ...
  • Learn How To Keep Them Busy. ...
  • Be Immediate With Problem Solving. ...
  • Recognize Your Regulars.

How do you do hospitality? ›

How do you learn soft skills for hospitality? 5 Tips
  1. Listen to Others. Active listening is among the hospitality skills critical to your success. ...
  2. Be Positive. ...
  3. Take in Criticism — Then Change. ...
  4. Practice your Non-Verbal Communication. ...
  5. Motivate Others in all you do.

What are the general principles of effective room service? ›

Now, what the guest expect out of a well run room service is; prompt & courteous answering of the r/s telephones when orders comes; close attention to all their orders; the efficient & quick delivery of orders to their rooms. Room service is situated near the main kitchen which is mostly at the lobby level.

What are some other words for remarkable? ›

Some common synonyms of remarkable are conspicuous, noticeable, outstanding, prominent, salient, and striking. While all these words mean "attracting notice or attention," remarkable applies to something so extraordinary or exceptional as to invite comment.

Which means very remarkable or highly extraordinary? ›

unusual or striking. “a remarkable sight” synonyms: singular extraordinary. beyond what is ordinary or usual; highly unusual or exceptional or remarkable. adjective.

What is the meaning of remarkable day? ›

2 unusual, striking, or extraordinary.

What are the 7 components of the tourism and hospitality industry? ›

  • Accommodations and.
  • Lodging.
  • Recreation and.
  • Entertainment.
  • Travel Services.
  • Food and Beverage Services.
  • Conventions and Event.
  • Management.

How many types of service are there in hospitality? ›

There are four segments of the hospitality industry: Food and beverages, Travel and Tourism, lodging, and recreation.

What do customers want in a hotel? ›

There is probably no other industry that relies on customer satisfaction as much as the hospitality industry. Many aspects of the guest experience are timeless, as guests always look for a comfortable bed, a good shower, a clean and tidy room, complimentary toiletries and a good internet connection.

How you would satisfy your guests in terms of service? ›

  1. Treat your customers well and get to know them. ...
  2. Educate - don't sell. ...
  3. Treat your customers with respect. ...
  4. Continue to focus on satisfaction. ...
  5. Avoid these mistakes. ...
  6. Keep your promises. ...
  7. The customer is always right! ...
  8. Be consistent in how you deal with customer issues.
10 Nov 2017

What are the customer needs in hotel? ›

Among these needs are comfort, cleanliness, safety, quality, friendly staff, price, good environment, appropriate facilities, website appearance, efficiency in dealing with customer feedback, information regarding green practices and parking space. ...

What are the 10 tips of customer care? ›

10 Tips for Good Customer Service
  • Provide multiple ways for your customers to get in touch with you. ...
  • Acknowledge that you've received their request. ...
  • Solve customer problems immediately. ...
  • Don't be afraid to over-communicate with customers. ...
  • Go above and beyond customer expectations.

How can we improve our service? ›

How to improve customer service
  1. Strengthen your customer service skills.
  2. Look at every touchpoint.
  3. Improve your customer interactions.
  4. Enhance your customer service strategy.
  5. Make sure your reps are engaged.
  6. Give your customers a way to provide feedback.
  7. Additional tips to keep in mind.

What are the 7 types of service? ›

Types of Services
  • Business Services. The services used by business organizations to conduct activities are known as business services. ...
  • Social Services. ...
  • Personal Services. ...
  • Banking. ...
  • Insurance. ...
  • Transportation. ...
  • Warehousing. ...
  • Communication.
9 Jun 2022

What are the hotel services and define each? ›

hotel services means the provision of sleeping accommodation and related services, including the provision of meals, beverages, laundry and communications services, to persons who occupy such accommodation as transient guests for a period that is not superior to 120 consecutive or alternate days in a tax year; Sample 1.

What are the examples of hotel Club services and facilities? ›

Hotel Facilities & Guest Service
  • Spa.
  • Semi open & outdoor restaurant.
  • Poolside bar.
  • Car parking.
  • Swimming pool/ Jacuzzi.
  • Public computer.
  • Disable rooms & Interconnecting rooms.
  • 24 Hour security.

What are services in hospitality? ›

Hospitality Services means any business operating within the service industry that includes lodging, hotel, event planning, and transportation.

What are the hospitality products and services? ›

There are 5 major components of hospitality industry: Travel, Lodging, Assembly and Event Management, Restaurant and Managed Services.

What is customer service in a hotel? ›

What is hotel customer service? Hotel customer service is the care provided by hotels to guests before, during, and after their stay. Because hotels rely heavily on loyal customers and good word-of-mouth marketing, hotel customer training is an integral part of a hotel's customer service strategy.

What facilities are in a hotel? ›

In this section, you'll learn about some of the most common and essential facilities that hotels can provide.
  • Food & Beverage Hotel Facilities. Meals at a hotel restaurant are often the high spot of a guest's stay. ...
  • Swimming Pool. ...
  • Spa Facilities. ...
  • Conference/Meeting Rooms. ...
  • Fitness Facilities. ...
  • Open Spaces/Coworking Areas.
16 Oct 2022

What are the 5 main services included in the hospitality industry? ›

While the hospitality industry covers several different services, it can generally be defined through five different sectors. These sectors include food and beverages, lodging, recreation, travel and tourism, and meetings and events.

What are the 7 components of the tourism and hospitality industry? ›

  • Accommodations and.
  • Lodging.
  • Recreation and.
  • Entertainment.
  • Travel Services.
  • Food and Beverage Services.
  • Conventions and Event.
  • Management.

Why is service important in hotel? ›

Indeed, an excellent customer service will improve the relationship between your guests and your establishment. Also, satisfied guests are more likely to come back and be loyal to your hotel, as they will become true brand ambassadors.

How many types of service are there in hospitality? ›

There are four segments of the hospitality industry: Food and beverages, Travel and Tourism, lodging, and recreation.

How many types of service are there? ›

Services are diversified in three groups; Business services, social services and personal services.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

Which facilities are most important in a hotel? ›

  • Cleanliness. There is no alternative to this. ...
  • Sufficient security. For many, hotels are a home away from home. ...
  • Internet. Many people, including myself, expect internet access to be free like the air we breathe. ...
  • Cozy beds. ...
  • Responsive phone answering service. ...
  • Lighting. ...
  • Aroma. ...
  • Simple but delicious food.
12 Apr 2021

What are the facilities of a 3 star hotel? ›

3-Star Rating: Moving on Up

These hotels are generally more stylish and comfortable than one and two-star hotels, and they offer a wider range of services and amenities: a fitness center, a pool, business services, an on-site restaurant, room service, conference rooms, and valet services.

What does a hotel usually provide for the guests? ›

Commonly found amenities may include: on-site food and beverage (room service and restaurants), meeting and conference services and facilities, fitness center, and business center. Upscale full-service hotels range in quality from upscale to luxury.

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