Trying to perfect the hospitality experience at your hotel can often have you thinking of a million different things and quickly overwhelm you.
Sometimes getting it right isn’t all about reading dozens of blogs, books, or other resources, but instead taking note of a poignant quote and simple advice.
In this blog we’ve picked some of the best hospitality quotes available on the web that you and your team can take inspiration from at your hotel.
Best quotes that show the meaning and power of hospitality
There’s always something to be learned from listening to others, especially in the case of these hospitality quotes:
“Courteous treatment will make a customer a walking advertisement.” – James Cash Penney
The ultimate goal is not just for your guests to become loyal to your brand but become advocates for your business, incentivising other travellers to stay with you. Kindness and courtesy as a foundation of your service goes a long way in making sure guests always leave your hotel feeling satisfied.
“Customers may forget what you said but they will never forget how you made them feel”.
A lot of the time this quote also applies to what the guest sees. Often your guest won’t necessarily care what colour their carpet or wallpaper is, or what greeting you give them each day, but they’ll certainly care about and notice how they feel emotionally during and after their stay. It’s all about the experience and whether you have engaged them on the level they were hoping for.
“There is only one boss. The Guest. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”.
Perhaps it’s long been known that the customer is always right but this quote brings focus to the greater implications if you fail to resolve any real or perceived negative experiences a guest may have. It’s vital to address criticism in a timely and respectable manner, and come to an outcome that pleases all parties.
Inspirational hospitality quotes to excite and motivate you
Everyone needs reminding why they love what they do from time to time, and what the keys are to succeeding in that pursuit. Here are some quotes to fuel the fire and inspire you:
“There is no hospitality like understanding.” – Vanna Bonta
This is, perhaps, the key to it all. Understanding your guest deeply gives you the greatest head-start in being able to deliver hospitality that truly makes them feel welcomed and cared for.
“Hospitality is about trying to support multiple functions in one space.” – Miguel McKelvey
This couldn’t be more true of a hotel, where many departments need to work together to create an overall sense of hospitality. When it all comes together, it’s a rewarding experience for both guest and hotel so it should be a goal that inspires your business to strive for improvement.
“Never say no when a client asks for something, even if it is the moon. You can always try, and anyhow there is plenty of time afterwards to explain that it was not possible.” — César Ritz
This is one of the easiest ways to keep a guest on your side. Even if you know immediately something can’t be done, letting the guest know that you will investigate it for them makes them appreciate the effort and won’t be turned off by an instant rejection of their request.
Teamwork hospitality quotes to inspire success
Teamwork is of course essential to your hotel being a harmonised, hospitable, environment. If not all staff are on the same page, then guests will have an uneven experience. Here are some quotes to help you get your teamwork on track:
“Teamwork is the fuel that allows common people to attain uncommon results.” – Andrew Carnegie
This sums up teamwork perfectly. No individual has to be brilliant or perfect for a goal to be achieved, you simply have to be striving for the same goal in unison. If you can successfully motivate your staff to this end, that’s when guests will start singing your praises.
“None of us is as smart as all of us.” – Ken Blanchard
Again, another reminder about why running a hotel or providing hospitality cannot be done in silos or by people acting independently of one another. Often, to find the best solution to a problem, it takes different perspectives and personalities to voice ideas before the group can decide the best course of action for the business.
“Motivate them, train them, care about them, and make winners out of them… they’ll treat the customers right. And if customers are treated right, they’ll come back.” — J. Willard Marriott, founder of the Marriott Corporation
If anyone knows about hospitality, it’s Marriott. And it’s a very simple lesson to ensure you hire and manage staff effectively – though not always easy to achieve. Here are some tips if you need them:
Famous hospitality quotes from big names
If something worked for the most successful and wealthy people in the world, there’s a good chance it will work for you too – even if it’s on a smaller scale. Check out a few quotes on hospitality from famous names:
“The key is to set realistic customer expectations and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” – Sir Richard Branson
In reality, most hospitality businesses often promise their customers the world but fail to deliver on those lofty goals. It’s crucial not to deceive your guests with any of your marketing or messaging. It’s a much better idea to give them more than they expected, rather than risk not living up to their expectations.
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
Externally, you might always subscribe to ‘the customer is always right’ but you should also take this approach internally. Don’t dismiss negative feedback without first considering where it came from and why it occurred. Often, you’ll discover ways to improve your service – and even small details can make a big difference to guests.
“Great companies are built by people who never stop thinking about ways to improve the business. – J. Willard “Bill” Marriott
Another gem from the founder of Marriott. Resting on your laurels is a sure way to allow your competition to catch up and surpass you, and for your guests to become disillusioned with your refusal to innovate. How you do this is up to you – it might mean upgrading your technology, renovating your property (or properties), overhauling your loyalty program, or something else.