The Secret to Unforgettable Hospitality: Are You Delivering Good or Outstanding Service?

Most restaurants and hotels offer what they believe is “good service.” Guests are welcomed, their needs are addressed, and their food arrives on time. But here’s the truth: Good service is expected. Outstanding service is remembered—and it’s what keeps guests coming back.

If you're in the hospitality industry, it’s time to ask: Are you merely providing service, or are you creating unforgettable guest experiences?

What’s the Difference Between Good and Outstanding Service?

✅ Good service means being greeted at the door, seated quickly, and having your order taken and delivered efficiently. The staff is courteous. Everything is... fine.

But outstanding service? That’s where the magic begins.

Outstanding service in hospitality is what separates a guest who leaves satisfied from a guest who becomes a lifelong advocate.

The Welcome Sets the Tone

The initial greeting is where service begins, and it should reflect the tone of your establishment.

• At a casual restaurant? A warm, "Hey folks, welcome in!" feels authentic.

• At a fine-dining venue? A composed and elegant, "Good evening, Mr. or Ms. [Last Name]" immediately elevates the experience.

First impressions anchor guest expectations, so training your staff to get the welcome right is foundational to your success.

Attention to Detail Makes All the Difference

The difference between average and exceptional lies in the tiny, thoughtful touches:

• A seasoned server offers sparkling or still bottled water before defaulting to tap.

• They recommend a perfect wine pairing before guests even consider asking.

• They already know if someone in the party has a shellfish allergy and offer tailored suggestions without drawing unnecessary attention.

This level of attention can only come from strategic hospitality training and a leadership culture that values emotional intelligence, proactivity, and precision.

Perfect Timing and Impeccable Execution

Outstanding service means every detail is orchestrated behind the scenes to create seamless experiences.

• Silverware is placed before the course arrives, not after.

• Wine is decanted with ceremony and served at the right temperature.

• Entrées are timed so all guests are served simultaneously, without delay.

These touchpoints may seem small, but they represent excellence in execution. This kind of hospitality service strategy ensures consistency and excellence every time.

Anticipatory Service Is the Gold Standard

Guests should never feel the need to ask for anything. The best hospitality professionals are masters at reading the room and anticipating needs.

• Water glasses are topped off without interruption.

• A check-in comes after the first bite, not at the end.

• Bread baskets and condiments are replaced before they’re empty.

This level of service is only possible when you invest in hospitality training that prioritizes guest psychology, proactivity, and human connection.

Never Rush the Goodbye

One of the most common mistakes even seasoned staff make is dropping the check too soon. It signals that the guest's experience is over before they’re ready.

Outstanding service ends on a note of gratitude and warmth:

• "Would you care for dessert or perhaps an after-dinner drink?"

• A handwritten thank-you note with the check.

• Holding the door as guests leave.

These final moments can create lasting emotional impressions, and fuel guest retention and loyalty.

Fixing the Problem: What Outstanding Hospitality Actually Requires

This level of excellence doesn’t happen by accident. It requires:

🔹 A Culture of Care: Your team must feel genuinely valued and empowered.

🔹 Leadership Development: Management must lead with empathy, clarity, and a commitment to continuous growth.

🔹 Service Excellence Training: Your staff needs more than product knowledge. They need to master guest psychology, upselling techniques, and people-first interactions.

🔹 Accountability Systems: Excellence is consistent. Create routines, checklists, and team huddles that reinforce best practices.

🔹 Recognition and Reward: Talent retention begins with acknowledgement. Celebrate wins, big or small. Empower your team to own their roles and delight your guests.

Why This Matters

In today’s competitive landscape, your biggest differentiator is not your pricing or your décor, it’s your people.

Investing in your hospitality team is the smartest way to drive guest satisfaction, loyalty, and revenue.

The return on service excellence is exponential. Guests spend more. They post glowing reviews. They bring their friends. They become part of your story.

Let’s Build Outstanding Together

If you’re ready to stop settling for "good enough" and want to deliver experiences that spark loyalty and drive profits, let’s talk.

📧 Email me: zana@zdhospitality.com to explore how we can transform your business through customized hospitality coaching, upselling strategies, and service training programs.

Let’s build the kind of brand that guests rave about and staff love to be part of.

♻️ Let’s amplify the science of kindness in leadership, hospitality, and life.

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With purpose,
Žana DeVine
Hospitality Expert Coach | Advocate for Service Excellence & Staff Empowerment
Podcast Host of R&R: Resilience and Rebirth

Until next time, stay kind, stay curious, and always lead with love.