How to Give 5 Star Service
“If you don’t give more value than what people expect, that’s the road to no one calling you.”
Recently I was in Kuwait, seated on the balcony of the Marina Hotel, with the Persian Gulf in the background. It was such a unique location to be in so I felt like I needed to record a podcast episode while there. The topic was a no brainer. I knew I had to discuss my experiences at five-star hotels.
There is always a story waiting to happen when you travel. Sometimes, it can be due to an unexpected moment or unique adventure. Sometimes it can unfortunately be due to less than favorable experiences. My recent travels have given me the incredible opportunity to stay in two different 5-star hotels, which has been incredibly eye opening. These stays have highlighted the significant impact of exceptional service delivery on customer satisfaction.
The service at the Kuwait City hotel is unparalleled. The general manager’s attention to detail and the exceptional response from the housekeeping department has made worth sharing with others so they can also experience their service. Unfortunately, I had a contrasting experience at another five-star hotel. There was a clear disconnect between the luxurious amenities and the underwhelming service. There is a lot of power with having exceptional service standards. It can shape customer perceptions and loyalty, and make sure your business is the one that makes a memory worth talking about.
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Notable Moments
02:53 – Traveling in Kuwait
04:40 – The Essence of Five-Star Service
07:14 – Exceptional Service and Guest Satisfaction
13:40 – The Impact of People on Guest Experience
14:17 – Leadership Issues and Empowerment
15:25 – Hospitality and Service Excellence
18:22 – Hiring for Attitude
19:20 – Setting Expectations and Continuous Improvement
