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Essential Ingredients for Great Guest Services

Great customer service. It doesn't happen by accident. It is carefully thought through and crafted with intentionality.

Among the ingredients, none is more important than the people who serve in guest services. Way back when Walt Disney was about to open Disneyland, he made this statement to his team.

“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.”

This is so true. But it only happens, when you have the RIGHT PEOPLE in place.

Great guest services comes from people who have a friendly personality. Make sure you have people who smile. I think some people must have been baptized in pickle juice and their personality reflects this. We must remember that it's not just what we say, but how we say it that matters. I'm sure you've had an encounter with a person who had no business being in guest services. Make sure that person is not on your guest services team.

Remember, your guests are going to remember how they were treated. And in many cases, they will decide if they are coming back or not based on their experience with the people you have in guest services.

If you currently have a "Negative Nelly" on your guest services team, then move them to another role that doesn't involve direct interaction with guests. Place people on your team who have a genuine passion for guests' services.

Another key ingredient for great guest services is training. Train your guests services team about what to do in key situations like a forgotten pick-up tag or a guest who wants both of their children in the same room even though they are years apart. If they are trained in what to do in these type of situations, they won't have to try to figure it out on the fly. Investing in your team members will definitely lead to a better guest experience.

Model how you want your team members to lead. Your team members don't need constant criticism. They need for you to model for them what great guest services looks like. Be willing to admit mistakes and embrace a spirit of learning and openness.

Make sure your team members know what the expectations and goals are. Set short, simple and strategic goals that team members can meet and even exceed. Identify well-defined standards. You can't aim for something you can't see.

Create an environment where team members really care about guests.

“The way we make the world a better place is one person at a time, one interaction at a time, one customer at a time.” – Marylouise Fitzgibbon

Place people who have a genuine passion for guests. People who really care about the guests. People who will give 110% to creating a great experience for guests. The kind of experience that will have guests returning for more.


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