How Do You Do You Provide Exceptional Customer Service?

I saw this question on LinkedIn...

How does your hotel provide exceptional and memorable customer service?

Here's my answer...

It begins with careful reflection on why you do what you do. When you're an innkeeper because you simply enjoy caring for've found the key and most often lost ingredient. Any other purpose defines you as something else and moves you away from hospitality in it's true and root form.

You succeed as an innkeeper (notice I refrain from using hotel manager) by focusing on the meaningful delivery of service...not just the technical components of that service. Checking people in quickly might allow you to achieve productivity goals, but it can erode or destroy a warm, authentic welcome.

Use these filters for every decision...

Does it feel residential?
Does it feel familial?
Does it feel genuine?
Does it feel hand crafted?

And lastly, try to do things that are harder, not easier. Odds are, the guest will benefit.

Of course, there's a lot more to it than hiring the right people. But, this is a good place to start.