Service That Sticks — Even in Hard Times

Why guest experience should be your sharpest tool when times are tough.

When costs rise and occupancy drops, it’s easy to shift focus to cutbacks. The temptation is to conserve resources, scale back service, and wait it out. But in the hospitality game, how you make people feel still matters most—especially when guests are more selective and cautious with their spend.

That’s why many successful General Managers are doing the opposite: doubling down on guest experience. Not by spending more—but by being more intentional.

What’s Working for Guest Experience in Hotels

We’ve spoken to accommodation leaders who are weathering the storm better than most, and here’s what they’re focusing on:

1. Make the First Five Minutes Count

The moment a guest steps in is your make-or-break. They’re assessing cleanliness, warmth, and professionalism—all before they get to their room.

Quick win: Train front-desk staff to look for guest cues (tired, stressed, chatty?) and adjust their tone and approach accordingly. A tailored welcome often leads to a more forgiving guest, even if issues arise later.

2. Focus on What’s Felt, Not Just Seen

You don’t need flashy upgrades. Guests care more about how the bed feels than how it looks.

Quick win: Refresh high-contact items like duvets, pillows, and blankets. These are the first things guests physically interact with, and the easiest way to show that “someone cared.”

3. Small Surprises Create Lasting Memories

A guest experience doesn’t need to be extravagant—just thoughtful.

Quick win: A handwritten note. A free bottle of water. A local tip from your staff. These “moments of surprise” are the things that turn a standard stay into a memorable one.

4. Support Your Staff to Serve Better

Great service comes from people who feel seen and supported.

Quick win: Equip housekeeping with tools that make their jobs easier (lightweight trolleys, microfibre kits, mop systems). Less physical strain means fewer shortcuts—and better room quality.

The Payoff

• Better reviews and more referrals
• Repeat bookings and guest loyalty
• Higher team morale and lower staff turnover

In a tough market, you don’t need to be perfect—you just need to care more, and more consistently.

Ready to improve guest experience without blowing your budget?

Vendella can help with practical tools and product bundles that support both staff and guest comfort. Reach out today!

sales@vendella.co.nz
0800 836 335