Excellent Customer Service Examples That Define Hospitality

Key Takeaways

• Great customer service makes guests feel valued, from personal touches to meeting their needs before they ask.
• Well-trained staff, technology, and smooth service help create a stress-free and enjoyable stay.
• Listening to guest feedback and rewarding loyalty improve customer service and keep guests coming back.

True hospitality goes far beyond beautiful hotels or gourmet meals; it’s about how guests feel during their stay. At its heart, it’s all about customer service. It's in the subtle, often overlooked gestures, like a warm welcome or anticipating a need before it’s mentioned, that turn a simple visit into unforgettable memories. 

When service is done right, guests don’t just return—they rave about their experience, leaving glowing reviews and recommending the experience to others. From personalized touches to seamless check-ins, hospitality businesses that prioritize service create lasting connections and strong brand loyalty.

Excellent Customer Service Examples

Excellent customer service in hospitality comes down to the little things that make guests feel valued. Personalization matters, like a hotel remembering your coffee order or a server recalling your name. 

But it's not just about remembering—it’s about anticipating needs.. A great concierge doesn’t wait for you to ask; they offer umbrellas before the rain starts. Seamless check-in and check-out prevent frustration, while attentive housekeeping keeps rooms fresh without invading privacy. 

These details turn a simple stay into a memorable experience. After all, hospitality is never just about a room or a meal—it’s about making people feel at home, even when they’re miles away.

Personalizing guest experiences

Personalized guest experiences make hospitality feel less like a transaction and more like a connection. When hotels and restaurants remember small details—like a guest’s favorite drink or room temperature—it shows care, not just service.

The Ritz-Carlton takes this to another level with its Mystique system, a database that tracks guest preferences across properties. If you once requested extra pillows in New York, you’ll find them waiting in your London suite. Love chamomile tea? Housekeeping will leave some by your bed without you asking.

Four Seasons also excels at personalization. Their guest profile system keeps track of details like dietary restrictions and preferred spa treatments. A guest who enjoys morning yoga might be offered a customized class schedule, while someone celebrating an anniversary could find a bottle of their favorite wine waiting in their room.

Anticipating needs

Anticipating guest needs is essential in hospitality. By observing guest behavior and preferences, staff can offer services before requests are made. For example, noticing a guest's preference for extra towels allows housekeeping to provide them proactively.

Marriott International exemplifies this approach. Their 'TakeCare' culture emphasizes empathy and attentiveness, encouraging associates to ask the right questions and understand guest expectations. 

Julius Robinson, Marriott's Chief Sales and Marketing Officer, highlights the importance of empowering employees to deliver exceptional experiences, stating:

Enable your teams to overcome problems authentically. Empower them with broad guidelines and proper training, and they will do great things for the customers.

Resolving problems proactively

Handling issues gracefully means listening without defensiveness, apologizing sincerely, and offering a solution that feels like more than just a fix. A frustrated guest can leave as a loyal customer if they feel truly heard and valued. 

The Ritz-Carlton is known for its exceptional approach to problem resolution. Their motto, “We are Ladies and Gentlemen serving Ladies and Gentlemen,” reflects their commitment to respect and service at every level. Employees are empowered to resolve guest issues on the spot, often with thoughtful gestures like complimentary upgrades or personalized apologies.

The Peninsula Hotels are also well known for their approach. For example, if a guest's airport transfer is delayed, the concierge might immediately arrange a luxury car service at no extra cost. Their philosophy is simple: solve problems before they escalate and turn a negative moment into a lasting impression. 

Streamlining check-in and check-out

A smooth check-in and check-out process sets the tone for a guest’s stay. No one wants to wait in long lines after a long trip or deal with delays when heading to the airport. Fast, hassle-free service makes a lasting impression.

Marriott and Hilton have embraced digital solutions to streamline this process. With Marriott Bonvoy’s mobile check-in, guests can skip the front desk and head straight to their room, using their phone as a key. Hilton’s Digital Key works similarly, allowing guests to check in, choose their room, and unlock the door—all from their app.

For those who prefer in-person service, hotels can still keep things efficient by having dedicated staff for peak hours or offering express check-out. Whether digital or traditional, a seamless arrival and departure make guests feel valued and respected. After all, convenience is one of the best forms of hospitality.

Ensuring attentive housekeeping

Great housekeeping comes down to observation. Noticing half-used toiletries and restocking them before they run out, adjusting room temperature based on guest preferences, or folding a phone charger neatly instead of leaving it tangled—these small gestures make a big difference.

Housekeeping at Disney goes beyond cleaning. Staff arrange children’s stuffed animals playfully on the bed, creating a magical touch families remember. At The Mandarin Oriental, attention to detail is unmatched. Housekeepers notice if a guest prefers extra hangers or a specific pillow and adjust the setup accordingly, often without being asked.

Giving insider information

Knowledgeable staff are the backbone of exceptional guest experiences, creating memories by sharing insider tips and tailored recommendations. A well-informed team can provide the most effective assistance, such as introducing guests to local gems or exclusive events,  making a stay feel more personal and enriching.

At The Savoy in London, the staff is trained to know everything from the best-hidden cocktail bars to the must-see art exhibits. The concierge can suggest off-the-beaten-path experiences like a private Thames River cruise or a hidden gem restaurant. 

Similarly, The St. Regis New York prides itself on a team that’s well-versed in the city’s finest dining spots, exclusive events, and cultural experiences. Guests can ask about anything—from Broadway shows to the best views of the skyline—and receive insightful recommendations that elevate their stay.

Offering educational experiences

Crafting memorable guest experiences requires thinking outside the box. An effective way to do so is to incorporate educational activities into hospitality. These experiences give guests a deeper connection to their destination, making their stay more meaningful.

For example, The Anantara Chiang Mai offers a Thai cooking class where guests explore local markets, select fresh ingredients, and learn traditional techniques from expert chefs. Instead of simply enjoying a meal, they gain hands-on experience and a new skill to take home.

The Rosewood Mayakoba in Mexico offers the Agave Spirits Experience, where guests learn about the history and craftsmanship behind tequila and mezcal. The Fairmont Banff Springs hosts guided wildlife walks, where guests learn about local ecosystems, animal tracking, and conservation efforts from expert naturalists.

These experiences add value beyond relaxation, giving guests a chance to learn something new, engage with local culture, and take home more than just souvenirs.

Using technology

Technology is reshaping hospitality, making service faster, smarter, and more personalized. Hotels that embrace innovation create seamless experiences, from booking to check-out.

YOTEL New York City integrates smart room technology, allowing guests to control lighting, temperature, and entertainment with a simple touch. Self-service kiosks speed up check-in, while YOBOT, the hotel’s robotic luggage concierge, securely stores bags. These advancements enhance efficiency without sacrificing guest comfort.

Future hospitality will rely even more on automation and artificial intelligence. Swiss Hotel Management School (SHMS) prepares students for this shift by exposing them to the latest advancements in hospitality, like Robot Lucki, by Marconnet Technologies. This AI-powered assistant can greet guests, provide information, and even deliver room service, showcasing how technology can complement human service.

Rewarding loyal customers

Rewarding loyal guests strengthens relationships and turns one-time visitors into lifelong customers. A well-designed loyalty program makes guests feel valued and encourages repeat stays by offering exclusive perks and personalized experiences.

Programs like IHG Rewards Club and Four Seasons Preferred Partner set the standard. IHG offers benefits like complimentary nights, late check-out, and room upgrades. Four Seasons' program goes beyond with exclusive amenities, such as personalized concierge services and unique experiences like private yacht charters or bespoke spa treatments. 

Hotels can also surprise loyal guests with unexpected perks—free welcome drinks, handwritten notes, or room upgrades upon arrival. Even small gestures, like remembering a guest’s preferred room type, go a long way.

Seeking feedback

Seeking feedback is vital for improving guest experiences, as it offers insight into areas for improvement and reinforces what guests enjoy. Actively listening to guest opinions shows that a hotel values their input and is committed to continually enhancing service.

Once feedback is gathered, it should be integrated into operations. For example, if guests frequently mention the need for more efficient check-ins, a hotel can streamline that process. At The Ritz-Carlton, They have a system in place where guest preferences are recorded and used for future stays, ensuring a tailored and exceptional experience.

Another great example is The Peninsula Hotels, which takes guest feedback seriously through real-time feedback technologies, allowing guests to share concerns or requests via in-room tablets and mobile apps. This immediate input helps staff address issues on the spot, improving satisfaction during the stay rather than after checkout.

The Impact of Excellent Customer Service

Excellent customer service in hotels, restaurants, resorts, and other hospitality sectors is crucial for long-term success. When guests receive outstanding service, they feel valued, leading to repeat business and positive reviews. 

Around 75% of consumers read online reviews before making a purchase, showcasing how important it is for hospitality businesses to build a good reputation through excellent customer service, potentially leading to repeat clientele.

For example, a hotel that goes the extra mile by remembering a guest’s preferences or offering personalized services will likely see that guest return in the future. Evidently, 61% of consumers are willing to pay more for personalized experiences. 

Over time, consistent customer satisfaction strengthens brand loyalty. Happy customers are more likely to choose the same brand, with 52% of consumers actively seeking out their favorite brands when making purchases. This loyalty is invaluable, as it leads to a stable revenue stream and positive word-of-mouth marketing.

Training for Excellence in Customer Service

Training and empowering staff is essential for delivering exceptional service in hospitality. Well-trained employees understand guest expectations, handle challenges with confidence, and create memorable experiences for their guests.

Successful hospitality training programs focus on real-world experience and skill development. SHMS is a prime example, offering hands-on training through internships at leading hotels and resorts worldwide. 

SHMS student Rytė from Lithuania says that, besides the skills acquired, these internships are also great opportunities for making connections.

The internship office helped me a lot with making contacts at various hotels. They definitely have a lot of connections and are always willing to help however they can.

When on the job, hospitality managers can also employ several other techniques to promote exceptional customer service, such as:

• Role-playing exercises: Simulated guest interactions to help staff practice handling various situations.
• Soft skills development programs: Communication, emotional intelligence, and problem-solving workshops.

Cross-training: Rotating employees through different departments (front desk, housekeeping, F&B).

Mastering Customer Service with Proven Examples

Outstanding customer service defines success in hospitality, driving guest satisfaction, loyalty, and positive reviews. Personalized experiences, anticipating needs, efficient check-ins, attentive housekeeping, and knowledgeable staff all contribute to memorable stays. 

Industry leaders like Ritz-Carlton, Hilton, Marriott, and Disney Paris set the standard by prioritizing service excellence, contributing to their overall success. 

For those aspiring to build a career in hospitality, the BA in International Hospitality Management at SHMS is the ideal choice. Take the first step toward your future and join a community of hospitality leaders today!

Frequently Asked Questions

What are the two key characteristics of excellent customer service?

Two key characteristics of excellent customer service are personalization—tailoring experiences to guest preferences—and attentiveness—anticipating needs before they are expressed.

What are the three P's of customer service?

The 3 P's of customer service are professionalism (maintaining courtesy and expertise), patience (handling requests calmly and efficiently), and a people-first approach (prioritizing guest satisfaction above all).