Lodging employees play a key role in fulfilling the needs, wants, and expectations of guests. Lodging employees are guest service professionals and also providers. This is done by having a certain attitude or spirit, and a sense of pride. There are also techniques for providing superb guest service that lodging employees should do:

Give guests immediate an undivided attention
Greet guests warmly and with a smile
Listen closely to what guests' are saying
Show pride in your self, your work and the property
Use guests' names when possible
Maintain eye contact when talking with them
Take care of guests' needs before yourself
Make suggestions that will help guests enjoy their stay more
Protect guests privacy and follow all property security procedures
Be polite
Invite guests to return
Always end a conversation with, "Is there something else I can do for you?" Or, "Let us know if we can do anything else."
Always look at every situation from the guest's point of view

Whether guests receive good or bad service depends on how lodging employees respond to the guest needs. Lodging employees should show guests that they:

Care about the guests' needs
Are never too busy to attend to guests' needs
Work together as a team to provide good service
Do everything they can to keep promises and please guests

Guests who do not receive good service may feel unwelcome and unimportant, and that nobody cares about their needs, wants, or expectations. Sometimes the smallest unprofessional act can have the most serious effect on guests.