It’s often the small things that guests remember most: a warm welcome, a personal touch, a small gesture. In today's climate of staff shortages and rising expectations, outstanding service is no longer just a bonus. It’s essential for long-term success in the hospitality industry.
In this article, we show why dealing with guests in hospitality is critical for your business and how you can turn every visit into an experience that keeps guests coming back.
These days, people want more than just good food. They’re looking for a complete experience that feels personal and authentic, and that they can talk about. Every moment counts, from the moment they arrive to the moment they leave.
According to the State of the Restaurant Industry 2025 report, the following are the top guest priorities for 2025:
Clearly, there’s no single magic ingredient. Guests don’t just come for the food — they come for a complete, seamless experience. If you understand what matters most to them and consistently deliver it, they'll keep coming back.
Long waits for food, double-booked tables or dishes that miss the mark – these situations happen, even in the best-run hospitality businesses. What matters most is how you and your team handle them.
Research shows: guests whose complaints are resolved effectively often become more loyal than those who never experienced an issue.
Every restaurateur knows that dealing with complaints can be difficult. This is particularly true in stressful everyday situations. These four simple steps will help your team handle difficult situations.
⚠️ Important: Avoid blaming others or defending yourself in front of guests. That only escalates things.
Due to the high staff turnover in the hospitality industry, many teams lack consistent training. Providing everyone, especially new team members, with a short guide containing essential phrases can boost confidence.
These phrases show guests they’re taken seriously and give your team the confidence they need to deal with complaints.
From the first hello to paying the bill, guests love sharing their experiences online – on Google, TripAdvisor, Instagram and beyond. That means your digital reputation can have as much impact as the in-house experience.
Reply politely, personally and avoid generic templates. Acknowledge the problem, apologize sincerely and explain how you’ll fix it. This shows professionalism and a genuine commitment to your guests.
Turn happy guests into ambassadors for your brand by making it easy to leave feedback.
Try this:
Staff shortages are still one of the biggest challenges in hospitality. Qualified chefs and servers remain hard to find and keep. But even with lean teams, you can maintain high service standards.
A smooth onboarding process is key. Provide clear guidelines and checklists so new team members get up to speed quickly. Create standard answers for common guest questions and outline clear steps for handling complaints.
Short training sessions during shifts and cheat sheets for guest communication also help. They give everyone a roadmap for professional responses, even under pressure.
Smart digital solutions can significantly lighten the load on your team and give them more time to focus on what really matters: your guests.
With a modern F&B management platform, you’re able to handle orders, recipes and inventory seamlessly in one place. This cuts down on paperwork, helps prevent costly overordering and keeps your data consistent and transparent.
Digital reservation systems also lighten the workload. Guests can book directly online, eliminating the need for time-consuming manual confirmations. Plus, they help tackle an issue many restaurants struggle with: no-shows. Automated reminders, credit card authorisations and straightforward cancellation options make reservations more reliable, providing your team with the planning security they need.
And there’s another smart way to reduce pressure during peak hours: QR codes on tables. Guests simply scan the code to browse your digital menu and order on their own. It’s convenient for them and a real relief for your staff when things get busy.
Happy guests start with happy staff. Motivation, trust and strong teamwork turn everyday service into memorable hospitality.
Employees who feel valued stay longer and give more. Often, it’s the little things that matter:
A good working atmosphere is not just a nice-to-have; it has a direct impact on service quality and guest satisfaction.
When you give your team more responsibility, such as tracking reservations and leading shifts, they grow in confidence and initiative. This boosts engagement and ensures better guest experiences.
Exceptional guest service doesn’t just happen. It’s the result of clear processes, motivated teams, and intelligent digital support. Every detail matters, from the warm greeting and how you handle a complaint to the personal follow-up.
It's often the small changes that have the biggest impact: short complaint training for staff, QR codes on tables, and clear guides for new employees, for example. Such small steps can transform first-time visitors into loyal regulars and set your business up for long-term success.