“That’s Not My Job” — The Most Dangerous Phrase in Hospitality In the world of hospitality, few phrases can damage a guest’s experience—or a hotel’s reputation—faster than the words: “That’s not my job.” At first glance, it might seem like an innocent statement. After all, everyone has defined roles and responsibilities. But in hospitality, where […]
Maslow’s Hierarchy of Needs Applied to Hotels: Understanding Guest Experience Through Human Motivation Introduction Abraham Maslow’s theory of the hierarchy of needs explains human behavior in terms of a progressive set of motivations, beginning with essential survival requirements and moving toward higher levels of psychological growth and fulfillment. Within the hospitality industry, this framework provides […]
Work Ethics in the Hotel Industry: The Backbone of Exceptional Hospitality The hotel industry is one of the most dynamic and fast-paced sectors in the world. It thrives on service excellence, professionalism, and the ability to anticipate and fulfill the needs of guests. In such a highly competitive environment, work ethics play a crucial role […]
The Psychology of Service: How to Make Guests Feel Valued Service in the hospitality business is not merely a series of tasks—it’s an experience that makes a lasting impression on each guest. Excellent restaurants and hotels don’t simply offer food, tidy rooms, or amenities; they instil emotions. And the single greatest emotion that defines guest […]
Best Practices for Upsell and Guest Management in Hospitality Hospitality today goes beyond simply meeting guest expectations—it’s about delivering memorable experiences while maximizing revenue opportunities. Two areas that play a crucial role in this balance are upselling and guest management. When handled correctly, they not only boost profits but also enhance guest satisfaction. 1. Start […]
Top 10 Housekeeping Techniques: Master Professional Standards with Servo Hospitality School The hospitality industry thrives on exceptional guest experiences, and housekeeping forms the foundation of this excellence. Professional Housekeeping Techniques have evolved significantly to meet modern standards of cleanliness, efficiency, and guest satisfaction. Whether you’re pursuing a Housekeeping Course or considering a Certificate Course in Housekeeping, understanding these […]
Housekeeping Is Not a Cost – It’s Your Silent Sales Force When guests walk into a hotel, the first thing they notice isn’t the friendly receptionist or the gourmet restaurant—it’s the cleanliness, the fragrance in the air, the neatly arranged lobby, and the crisp bed sheets in their room. These subtle yet powerful impressions are […]
Handling Difficult Guests: A Skills Every Hospitality Professional Must Master! Providing excellent customer service is the foundation of the hospitality industry, but handling difficult guests in the Rooms Division can be challenging. Whether a guest is dissatisfied with their room, has high expectations, or is simply having a bad day, hotel staff must remain professional […]
The Role of Emotional Intelligence in Front Office Operations The front office is often called the heart of a hotel, the first and last point of contact for guests. But have you ever wondered what truly makes a guest feel welcome? It’s not just a seamless check-in or a quick resolution to a request—it’s the […]
