What is a 5 star experience?

A 5 star experience is the difference between a mediocre review and highly reviewed enthusiasm where the customer becomes an advocate for your business. We all know this but sometimes we wonder if it’s so easily attainable. How do we get from being just okay, to being exceptional?

The 5 star experience has less to do with luxury accommodations, fancy foods, and staff all dressed professionally (although I won’t deny that it is important your business be well maintained and cleanly) it has more to do with the quality of service that is offered and the amount of hospitality and generosity being received.

You could be visiting a quaint inn for the weekend, having a meal at the old family diner that’s been in operation for several generations or just be visiting a homey cafe for a relaxing afternoon and you could still receive a 5 star experience from any one of these places.

Service; is defined as “the action of helping or doing work for someone. An act of assistance”

Hospitality; is defined as “the friendly and generous reception and entertainment of guests, visitors, or strangers.”

When you are in a service role, it doesn’t matter what department, you cannot underestimate the importance of offering hospitality and excellent customer service. If you were to look at your business as if it were a car, the building would be the shell, the service, product, and operations would be the mechanics, and hospitality would be the fuel.

Service and operation should not just be done correctly, but rather, done well. We have to want to be the best, not just be ‘okay’, and most certainly not mediocre.

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The heart and soul of the hospitality industry should be just that, hospitality. As much as we try to enhance the guest experience through other avenues by innovating, becoming more efficient, and offering more and better services. At the very core of it none of that matters if you don’t have a sense of true hospitality at the center of your business.

For some it may not be as easy but there are some simple things you can do to enhance customer trust and improve guest experience

-Become a better listener

-Use body language to show openness

-Remember details about your guests

-Be empathic and use emotional intelligence

Don’t underestimate the importance of building positive connections with your customers and your guests.