An observer once noted the difference between “service” and “hospitality” is the difference between being “well-run” and being “well-loved.” While it is an accomplishment to earn a guest’s endorsement, it’s far better to inspire an effusive, “I absolutely love that property – their team understands us and always provides the right touch at the right time.”

Excellent service requires well-defined and reliably followed protocols. Hospitality adds empathy, personal connections and teams empowered to act outside of protocols when warranted. Service elevates to hospitality when, while interacting, you change how guests feel for the better. Instead of executing transactions, you form relationships. Guests feel understood and valued. Actionable data – and systems that reveal it – enable practitioners to transform remarkable service into memorable hospitality. Robust guest profiles, smart
property management systems that can access guest preferences across locations and amenities, and analysis systems that coalesce guests’ behaviours with financial returns can inform employees’ actions in real-time to guide providing “just the right touch at the right time”.

Imagine a couple celebrating their 50th anniversary. They’ve reserved their favourite window table at your restaurant. Known for impeccable service, your protocol honours
reservations no longer than ten minutes past the booking, in the interest of serving everyone. Your host answers a call and hears a frantic list of obstacles delaying this couple
by 20 minutes. Your information system reveals a robust and profitable guest profile along with the special occasion attached to the reservation. Instead of politely sharing
the ten-minute limit, their host assures them it will be a pleasure to honour the reservation.

Upon arrival, the couple finds the popular window table remains theirs. A server arrives with their favourite wine. “Oh, that’s not ours!” They exclaim. Your server says, “You’ve had a stressful day and it’s your 50th anniversary. Congratulations! It’s on us!”

Although protocol dictates presenting menus when seating guests, she adds, “Unless you prefer otherwise, why don’t you relax and enjoy your wine before I bring menus and review specials? Although I will share now that we are serving the lamb you enjoyed on your last visit.”

Your team has gone beyond remarkable service to create a special moment this couple will post in reviews and repeat every time they recount their anniversary story.

Empowering employees to deliver beyond service
Rules certainly have reasons – especially when it comes to a property’s safety and operational efficiency – but there are times when hotel employees should be able to create experiences beyond those dictated by typical service protocols.

When hotel employees are equipped with real-time systems, they can confidently spot moments perfect for creating memorable experiences, plus they have the discernment
to understand when adding ‘something extra’ will benefit both guests and the property. Guests who are likely to become enthusiastic champions appreciate the hotel team for anticipating their preferences and if difficulties arise, they are eager to share satisfactory resolutions with others. When employees can make interventions without waiting for approval, they put your property on a path to being “well-loved.”

For your property to stand out, you must provide consistent, elevated experiences. Doing so requires dedicated, empowered employees who enjoy their jobs, have the ability to connect with their guests, and have information at their fingertips to anticipate and exceed guest expectations.

The right technology is one crucial element required to empower employees. A culture that trusts employees to elevate service to hospitality through personalised experiences is also essential as you evolve from being “well-run” to “well-loved”. 

About Agilysys

Agilysys exclusively delivers state-of-the-art software solutions and services that help organizations achieve High Return Hospitality™ by maximizing Return on Experience (ROE) through interactions that make "personal" profitable. Customers around the world use Agilysys Property Management Systems (PMS), Point-of-Sale (POS) solutions, Food & Beverage Inventory and Procurement (I&P) systems and accompanying hospitality ecosystem solutions to consistently delight guests, retain staff and grow margins. The Agilysys 100% hospitality customer base includes branded and independent hotels; multi-amenity resorts; casinos; property, hotel and resort management companies; cruise lines; corporate dining providers; higher education campus dining providers; food service management companies; hospitals; lifestyle communities; senior living facilities; stadiums; and theme parks. www.agilysys.com

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