Guest Service Cycle

Key steps to build or lose repeat loyal guests which impact the long-term success of a hospitality organization!

Lodging

Reservations

Accurate reservations

Lost/Inaccurate reservations

Arrival

Clean, neat parking area and lobby

Litter in parking area/dirty or unorganized lobby

Welcome

Warm welcome, including positive body language and verbal greeting, and attention to needs and requests of customer

Poor welcome, including negative body language and unenthusiastic verbal greeting, and lack of attention to customer needs or requests

Initial Room Visit

Meets/Exceeds guest expectations for cleanliness, order, and expected amenities

Falls short of guest expectations due to lack of cleanliness, order, and expected amenities

Food Service

Reservations

Accurate reservations

Lost/Inaccurate reservations

Arrival

Clean, neat parking area and lobby

Litter in parking area/dirty or unorganized lobby

Welcome

Warm welcome, including positive body language, verbal greeting, and attention to needs and requests of customer

Lack of warm welcome, including negative body language, unenthusiastic verbal greeting, and lack of attention to customer needs or requests

Seating

Meets expectation for cleanliness and customer requests or needs

Falls short of expectations due to cleanliness or lack of attention to requests or needs of the customer

Lodging

Request for Information (Front Desk)

Authentic greeting with a warm welcome and quick attention to needs

Cold greeting with lack of attention to customer needs

Request for Additional Services (Front Desk)

Knowledgeable about additional services and offers solutions to customer requests

Not knowledgeable about additional services and lacks an overall understanding of customer requests

Food Service

Greeting by Server

Authentic greeting with a warm welcome and quick attention to needs

Cold greeting with lack of attention to customer needs

Specials Offered by Server

Specials offered and described in detail

Specials not offered or described, or the description lacks detail and enthusiasm

Fielding Menu Questions

Knowledgeable about menu and offers solutions to customer questions and requests

Not knowledgeable about the menu and fails to offer clarifying information to questions and requests

Order Taking

Suggests items or pairings

Demonstrates lack of interest in customer menu selections

Lodging

Room Maintenance

Meets/Exceeds guest expectations for cleanliness, order, and expected amenities

Falls short of guest expectations due to lack of cleanliness, order, and expected amenities

Dining Experience

Meets/Exceeds guest expectations for timely delivery of food, correct order, and food quality

Falls short of guest expectations for untimely delivery of food, incorrect order, and poor food quality

Pool/Recreation Experience

Meets/Exceeds guest expectations for cleanliness, order, and expected amenities

Falls short of guest expectations due to lack of cleanliness, order, and expected amenities

Food Service

Food Delivery

Food is fresh, hot, and arrives as ordered, plated appropriately and in an aesthetically pleasing manner

Food is not as ordered or is not fresh, hot, or plated appropriately in an aesthetically pleasing manner

Server Check-in

Timely, effective check-in with customer within 2-3 minutes of receiving food

No check-in or slow to check-in well after customer has received food

Restroom

Meets cleanliness expectations

Falls short of cleanliness expectations

Lodging

Checkout

Checkout is fast, efficient, and free of unexpected charges

Checkout is slow and cumbersome, and guest encounters unexpected charges

Thanking the Guest

Guest receives genuine, enthusiastic thanks and invitation to return

No appreciation is shown for guest patronage nor is a return invitation extended

Farewell

Guest receives genuine, enthusiastic farewell from reception and bell staff, as well as an invitation to return

No farewell is offered from reception or bell staff, nor is a return invitation extended

Food Service

Presentation of the Check

Server presents accurate check and processes payment quickly

Server presents inaccurate check or delays in processing payment

Thanking the Guest

Guest receives genuine, enthusiastic thanks and invitation to return

No appreciation is shown for guest patronage nor is a return invitation extended

Farewell

Guest receives genuine, enthusiastic farewell from host staff, as well as an invitation to return

No farewell is offered from host staff nor is a return invitation extended

Guest Service Cycle

Lodging

Food Service

Lodging

Food Service

Lodging

Food Service

Lodging

Food Service

Related Reading

Guest Satisfaction Survey Results

Employee Satisfaction Survey Results