Whether you’re running a hotel, convention center or any other kind of guest services company, it pays to recognize the signs you need help with your business guest experience, so you can be proactive in correcting errors. Here are things you need to look out for.

1. 7 Signs
Signs You Need Help With
Your Business Guest
Experience

2. One bad review can cascade into a
waterfall of negative online commentary
It pays to recognize the
signs you need help with
your business guest
experience so you can be
proactive in correcting
errors. Here are things
you need to look out for.

3. Sometimes guests won’t tell you outright that they are displeased with the service they’ve
received. They have meetings to prepare for and attend, and they may be in and out of
your establishment in the span of 24 hours. But that doesn’t mean lapses in hospitality go
unnoticed. What often happens is, when they get back to their company, they’ll simply tell
their travel agency to book them elsewhere next time. You may never know the exact
reason why the guest isn’t returning, but you’ll see the results in the form of fewer
reservations. Over time, this downward cycle becomes more than a glitch; it becomes a
trend that indicates there is a serious problem with your business guest hospitality services.
Bookings Are Consistently Down
With Each Passing Year
01

4. As a member of management, are you noticing that the number of
comps has dramatically risen? Comps are frequently given out
when a guest has a complaint of some sort. Of course, they’re also
handed out to valued guests as an incentive for them to return. In
fact, comps can be a valuable way to enhance hospitable
treatment of your VIP guests. It’s important to track comps so you
can view a record of reasons behind each comp. If you’re seeing a
sharp increase in comps, it’s worth investigating why this might be
occurring. Comps can indicate dissatisfaction among your business
guests. If this turns out to be the case, it’s a strong sign that you
could use help improving your hospitality practices.
Comps Are Up
02

5. In the hospitality industries, staff recognition is a positive factor. Weary
business travelers take heart that they won’t have to re-explain their needs
every time they visit an establishment. It’s a joy for them to be seated at
their favorite restaurant and be presented with their signature cocktail
without having to ask for it. Or to be recognized and addressed by name
as soon as they enter the members-only lounge. Hotel guests who always
ask for an extra pillow appreciate not having to ask when they check in.
But when you have a high employee turnover rate, it’s impossible for these
kinds of scenarios to occur. Your newer employees won’t recognize the
regular guests and so it’s impossible for them to provide that exceptional
level of hospitality that could make your establishment stand out.
You Have High Employee
Turnover Rates
03

6. Hospitality doesn’t come naturally to everyone. If you’re a manager or a business owner in
a hospitality industry, it’s crucial to always have some special offering available to valued
guests. This requires creative thinking as well as an understanding of what your business
guests would most appreciate. It’s not easy to come up with ways to provide those special
“somethings” that will make visits to your establishment positively memorable. When you
hire hospitality experts, you and your employees will be provided with a plethora of ways
to drive hospitality and make it the forefront of your service offerings.
You Struggle to Think of Ways to
Provide Extra Service
04

7. Do you often wish that you could send your employees to some kind of VIP
service training academy? Have you ever secretly longed for the days of
butler schools? If so, it’s likely that you’re experiencing frustration with
getting your employees to understand how to give VIP service. If this
scenario sounds all too familiar, you likely need help. You can’t be
everywhere at once, micromanaging your front facing employees. At some
point, they need to develop an innate understanding of how to interact with
business guests and what behaviors and services are appropriate for high-
end guests. But if they don’t yet understand, this is a red flag that you need
help with your business guest hospitality experiences.
Your Employees Don’t Really Seem to
Understand How to Give VIP Service
05

8. When you’re in the hospitality business, you can’t afford to allow
even one guest to have a poor guest experience.
7 Signs You Need Help
With Your Business
Guest Experience
READ MORE ON OUR BLOG

9. Often, businesses in the hospitality industries need new employees to hit the ground
running. Not every company has the resources to send new hires through an
extensive training program. Yet, you do need employees to know the ropes from
day one. So how can you possible accomplish this feat? By seeking help from
hospitality experts who can send you trained employees ready to pamper your VIP
guests with the highest standard in business guest services. It takes a special kind of
person to understand how individual business guests need to be treated; when you
hire a hospitality expert to help deliver hospitality-educated employees, you can be
sure to have staff that are ready to roll as soon as they enter through your doors.
You Aren’t Equipped to Train or
Educate New Employees
06

10. Standard operating procedures (SOPs) are essential for many businesses,
but in particular businesses that are in the hospitality industries. Hotels, clubs,
convention centers, restaurants and more are all in need of SOPs in order to
operate effectively and efficiently. SOPs not only give your hospitality
services structure; they also inform staff and management as to the best
course of action in almost any circumstance. SOPs provide the opportunity
to provide uniform service, which is integral to high-level business guest
experience, no matter what particular business you are engaged in. If you
don’t have SOPs in place, this is another sign that you need help with
business guest experiences.
You Don’t Have Standard
Operating Procedures in Place
07

11. Service Excellence can be taught... but not with the same
approach as one would for a sales or project
management training.
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