How to Show Your Guests the Love They Deserve

Valentine’s Day is all about appreciation, connection, and making people feel special. While this time of year puts a spotlight on romance, guest experience should be built on these principles every day.

In hospitality, creating memorable moments isn’t just about great food, comfortable surroundings, or efficient service—it’s about making every guest feel valued, recognised, and appreciated.

If your guests don’t feel the love, they won’t return. Here’s how to ensure every interaction leaves a lasting impression.

Make Every Interaction Personal

A warm welcome and a genuine smile can make all the difference, but truly personalised service goes beyond that. Remembering regular guests' names, their favourite drink, or how they like their steak cooked shows them they matter.

Encourage your team to engage in small but meaningful conversations. A simple, “Great to see you again,” or “How was your last visit?” can turn a routine transaction into a relationship.

Anticipate Their Needs

Guests should never have to ask for the basics—great service means staying one step ahead. A team that is attentive, observant, and proactive will naturally provide a seamless experience.

Is the weather turning cold? Suggest a warm drink. Noticed a guest scanning the menu for a while? Offer a recommendation. These small details add up to a service experience that feels effortless and exceptional.

Create a Consistent Experience

Nothing frustrates a guest more than inconsistency. If one visit is outstanding and the next is forgettable, they may not take the risk of returning.

This is where training and leadership play a crucial role. Your team should know exactly what is expected of them, from how they greet guests to how they handle complaints. If every team member upholds the same high standard, your guests will always know what to expect.

Turn Feedback into Action

Guests are telling you what they love (or don’t love) about your venue—are you listening? Whether it’s an online review, a casual comment to staff, or a direct complaint, every piece of feedback is an opportunity to improve.

Acknowledging concerns and acting on them shows guests that their opinions matter. Equally, celebrating positive feedback with your team reinforces great service and keeps them motivated.

Show Your Team Some Love, Too

A team that feels appreciated will naturally pass that feeling on to guests. Engaged, motivated team members create better guest experiences. Recognising great work, offering career development, and creating a positive work environment will directly impact how your guests feel.

The best guest experiences come from teams who love where they work. If your team isn’t engaged, your guests will notice.

Ready to Build a Guest Experience That Keeps People Coming Back?

Exceptional guest service doesn’t happen by chance—it happens with strong leadership, effective training, and a team that knows how to create meaningful connections.

If you want to improve team communication, service consistency, and leadership effectiveness, send me a message and let’s talk. Or book a call to explore how we can support your team. [Book here]

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LET'S KEEP IN TOUCH

1. Subscribe to my weekly podcast, "The Michelle Pascoe Hospitality Podcast" – packed with insights on leadership, guest experience, and industry trends. ??? Listen here

2. Learn more about my Customer Excellence & Engagement Workshops – designed to help your team deliver consistently memorable experiences for your members and guests. Find out more

3. Discover the Middle Management Movement – a suite of values-based leadership programs designed to develop confidence, leadership skills, and emotional intelligence in your current and aspiring middle managers. Find out more

4. Strengthen your leadership team with MMM Gateway – helps you uncover leadership styles, improve communication, and create a more aligned, high-performing team using Extended DISC. Find out more