Behind the Front Desk | Tales of Extraordinary Guest Experiences

The front desk team of any hotel is the heart and soul of the hotel. They play an important role in shaping the experience of the guests and, ultimately, the success of the establishment.

The first impression

In all, what makes the front desk services unique? Exceptional services are not limited to luxury. But they are in the simple things that go beyond expectations, like offering personalized touches, anticipating needs, and exceeding expectations. Being the first and last point of contact for guests, the front desk sets the tone for their entire stay. An efficient and welcoming front desk team puts the guests at ease and fosters a great first impression. Here are a few hotels renowned for their exceptional front desk approach.

hotel training — *Photo credits:* *Helena Lopes, Pexels*

1. The Plaza, New York City

The team members of The Plaza are known for anticipating their guests' needs even before they arise, which shows the level of thoughtfulness that goes into satisfying them. Their staff also remember the preferences of the guests and surprise them with thoughtful gestures. If guests check in on their birthday, they might have a birthday cake ready on arrival.

2. The Peninsula, Hong Kong

The Peninsula's “Guest Experience Ambassadors' do more than standard duties and act as personal concierges. They also plan custom itineraries for their guests, helping them lift the weight of what to do and where to go while putting them on interesting places and activities. They also assist their guests with reservations and offer unpacking services upon request.

3. Hyatt Zilara Cancun

An adults-only all-inclusive resort,Hyatt Zilara Cancunprovides personalized, exceptional services by learning their guest’s interests and giving tailored and personal recommendations, from private dinners on the beach to hidden cenotes. They are always in tune with their guests’ needs and willing to help them feel relaxed.

4. The Ritz-Carlton, San Francisco

This renowned international brand has a philosophy called ‘Ladies and Gentlemen of The Ritz-Carlton’ that emphasizes genuine care, like surprising you with your coffee preference and personalized amenities. Therefore, the guests or Ritz-Carlton, San Fransisco are treated like royalty.

5. Ace Hotel, New York

A boutique city hotel, Ace Hotel New York, offers a laid-back atmosphere, with their front desk teams being very friendly and knowledgeable about the local scene, which encourages guest interaction. The team is happy to recommend exploring the less-known neighborhoods that tourists might not know about, making the stay memorable for their guests.

Lasting memories

Proactive assistance, anticipating needs, and exceeding expectations are all important factors that transform an ordinary stay into a memorable one. A front desk team that touches on all these key touchpoints from check-in to check-out and everything in between impacts guest satisfaction positively. Exceptional hotel service does not need anything luxurious or out of this world. Little things like remembering the names of guests and their preferences show genuine care and create a sense of individual attention that fosters loyalty, which leads to repeated business with them. Not only do guests want to come back, but they would also leave positive reviews and recommend such hotels to others around them. All these factors determine the hotel's reputation and, largely, its revenue. Leveraging local knowledge to enrich the guest experience and foster a connection to that destination. Overall, creating a warm and welcoming environment always resonates with guests.