The Decline of Etiquette in Guest Services
Have you ever checked into a hotel only to be met with indifference, curt communication, or staff who seem more focused on their screens than on the guests in front of them? It’s a disheartening experience—and unfortunately, not an uncommon one. In a business that is fundamentally about people, the decline in basic business and customer service etiquette in some hotel environments is both puzzling and concerning.
Why First Impressions Matter
For many guests, the front-line staff are the first and most consistent touchpoints during their stay. When those encounters feel cold, transactional, or dismissive, it doesn’t just affect the mood of the guest—it diminishes the reputation of the entire brand. A lack of proper training, unclear standards, or a “just get through the day” mentality can lead to patterns of behavior that damage the guest relationship.
The Unsung Heroes of Hospitality
Guest services team members are often the unsung heroes of the hospitality world, those who step in when things go wrong, go above and beyond when guests least expect it. Their job requires a careful balance of professionalism, emotional intelligence, and grace under pressure.
A Ritz-Carlton Example of Service Excellence
The Ritz-Carlton is known for its extraordinary customer service. When a businessman stayed at the Ritz-Carlton Atlanta and forgot to pack a pair of formal shoes for a critical meeting, an attentive staff member overheard the guest mention the issue and sprang into action. Without waiting for managerial approval, she arranged for a new pair of shoes to be purchased and delivered in the guest’s size and preferred style. The guest received them in time for his engagement. It was an act of service that turned what could have been a tense setback became a moment of deep gratitude.
Principles of Outstanding Guest Service Etiquette
This real-life story illustrates various principles of outstanding guest service etiquette:
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Be Present and Attentive: The staff member noticed a passing comment from the guest, which many might have overlooked.
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Own the Guest's Problem: Even though the issue wasn’t part of her job description, she took full responsibility.
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Focus On Solutions, Not Excuses: She didn’t explain why the hotel couldn’t help or defer the issue. She resolved it.
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Empathy Backed By Empowerment: The Ritz-Carlton’s policy of allowing staff to spend up to $2,000 per guest incident enabled her to act quickly and thoughtfully without needing layers of approval.
(Source: The New Gold Standard by Joseph A. Michelli)
The Power of Proactive Hospitality
Why do stories like this one resonate with us? It’s because they represent not just reactive service, but proactive hospitality: the kind that hinges on emotional intelligence, cultural awareness, and a deep sense of accountability.
Emotional Awareness: The Heart of Etiquette
At the core of exceptional guest service is emotional awareness. When staff pick up on subtle cues: a guest's expression, tone, or stray comment; they access a deeper layer of hospitality. This is where etiquette goes beyond rules and becomes relational. The ability to understand what isn’t being said, and respond with thoughtful action, demonstrates more than competence. It shows care.
Common Shortcomings in Hospitality Teams
This is also where many hospitality teams fall short. Think how often we hear stories of guests being ignored at the desk while a staff finishes a text, an internal task, or a request being dismissed with an “it’s not my department.” These are not isolated moments. They are signals of a culture where etiquette isn’t emphasized or reinforced consistently.
Empowerment and Trust in Service Culture
Then there's the question of authority and trust. The Ritz-Carlton’s empowerment policy works because it trusts employees to use discretion wisely. In many businesses, the frontline staff are limited by layers of approval or fear of being reprimanded. Etiquette, in this context, includes the confidence to act without overstepping. It is a balance cultivated through training and support. A culture that enables decision-making reinforces etiquette as a shared responsibility, not just individual politeness.
Modern Expectations and the Role of Etiquette
We must also recognize how modern expectations shape etiquette. In today’s environment of instant reviews and digital transparency, guests expect not only swift service but sincere, human responses. A delayed resolution handled with empathy often earns more goodwill than a rapid but robotic fix. Today’s etiquette is about personalization: matching tone, language, and solutions to each guest’s unique circumstance.
The Habit of Consistency
Finally, etiquette is a habit of consistency. Anyone can provide a warm welcome once, but the best guest service professionals bring that same energy to the hundredth interaction as they did to the first. That kind of compassion, sustained over time and under pressure, is what transforms a hotel stay into a timeless memory.
Conclusion: Etiquette as the Defining Factor in Hospitality
When we understand etiquette as both an art and a discipline, its value becomes undeniable. It’s what ensures that a guest doesn’t just feel served but cared for. And in a world where travel is increasingly automated, it is the human touch—rooted in etiquette—that will continue to define excellence in hospitality. It is the daily, disciplined application of empathy, problem-solving, and sincerity. It’s about transforming inconvenience into opportunity, and good service into unforgettable experiences.