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Delivering The Promise: The Role Of Guest Services In Upholding The Reputation Of Luxury Hotels

Young woman in hotel check in at reception or front office being given key card

From a luxury guest’s perspective, their stay at a five-star hotel is more than just a comfortable bed and clean linens. It’s an experience that is expected to be nothing less than perfect. As such, luxury hotels need to deliver on their promise of exceptional guest service. Guest service is not just about checking guests in and out of the hotel. Still, it encompasses all aspects of a guest’s stay, including concierge, room service, housekeeping, and overall guest experience. Here are some tips from Juan Bremer on how luxury hotels can uphold their reputation through guest services.

Manager of the hotel showing the room
Manager of the hotel showing the room

Personalization Is Key

From the moment your guests arrive, making them feel like they are the only ones who matter is critical. Personalize their experience by taking note of their preferences and anticipating their needs. Use the guest’s name while interacting with them and train your staff to remember and recall their preferences. Remembering their favorite drink or snack, or their preferred method of transportation, can make a world of difference to their experience.

Attention To Detail

Every detail counts, from linen quality to room scent, floor quality, and overall ambiance. Luxury guests are known to be fastidious. Everything visible or tangible to a guest has to be impeccable. Attention to detail adds a touch of luxury, and guests are willing to pay for it. Ensure that every aspect of the hotel is flawless, from the cleanliness of the room to the presentation of food. While it may be time-consuming, luxury hotels must consistently provide high-quality service, ensuring that every aspect of their guests’ stay is perfect.

Woman eating breakfast in the hotel room. Room service breakfast in hotel room.
Woman eating breakfast in the hotel room. Room service breakfast in hotel room.

Enhanced Guest Experiences

Improve your guests’ experience by providing more than expected. Complimentary services such as a spa day, food amenities, and transportation could differentiate between a pleasant and memorable stay. Luxury hotels should go the extra mile to deliver an outstanding experience to their guests. By providing a personalized experience, luxury hotels can ensure their guests feel valued, leading to loyalty and repeat visits.

Quickly Resolve Guest Concerns

It’s challenging to please everyone, and there will always be guests who are not satisfied with their stay. Train your staff to listen to guest feedback and resolve their issues promptly. Luxury hotels should have a team dedicated to guest relations, ensuring that all concerns are handled objectively and satisfactorily. Addressing the issue promptly and fixing the problem is essential to upholding the luxury hotel’s reputation.

Invest In Quality Staff

People matter a lot in a luxury hotel. The quality of service is a direct reflection of the staff’s quality. Hire staff who can deliver exceptional service and embody the luxury hotel brand’s values. Train them on the features and benefits of your hotel and how to handle every guest’s specific request. Staff should always prioritize delivering excellent guest service, showing that they genuinely care about making the guest experience unforgettable.

African American couple in bathrobes at hotel
African American couple in bathrobes at hotel

Stand Out With Unique Experiences

Differentiate your hotel by offering unique experiences. Offer wine-tasting courses, cooking classes with renowned chefs, local tours, or any other occasion that stands out from your competition. Incorporating localized cultural elements into experiences can make a significant difference. Luxury hotels can offer guests the chance to immerse themselves in the local culture. These stand-out experiences tell a brand story, leading to increased customer satisfaction and loyalty.

Consistently Reinforce Brand Value

Each hotel brand has its unique style, image, and identity. Reinforce it consistently across all platforms. From in-room amenities to social media, luxury hotels must ensure the brand message is congruent at every touchpoint, including service delivery. It increases brand recall and recognition, leading to customer loyalty and repeat visits.


Juan Bremer says that luxury hotels need to deliver on their promise of exceptional guest service at every level, from check-in to check-out. By investing in quality staff, personalized guest experiences, and attention to detail, hotels can ensure their guests have a memorable stay and are likely to return. Guest service is an essential aspect of upholding the luxury hotel’s reputation, and by following the above tips, hotels can ensure that their guests receive nothing but the best.


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Karen LeBlanc

Karen LeBlanc is a travel host and writer with a popular travel show, The Design Tourist, and a companion lifestyle blog. As a widely published travel journalist and content creator, Karen is a member of the North American Travel Journalists Association. She also serves as the Design and Travel editor of the national lifestyle magazine, LaPalme. Karen believes that every destination has a story to tell through its local art, architecture, culture, and craft. This immersive creative exploration begins with authentic accommodations where the narrative of place unfolds through art, accessories, accouterments, furnishings, fixtures, and food. 

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