Host Perspective

In a hospitality setting, the guest exists to be served; the operator exists to serve. An operator succeeds when he or she makes a guest feel comfortable and catered to. It’s delivering this experience that brings guests back and drives repeat revenue.

Here’s what this power balance means:

It’s not your a guest’s obligation to remember a restaurant or hotel. It is the venue’s obligation to remember the guest without fault and to deliver service that makes them never forget you.

How does an operator remember every single guest without fault, despite human fallacy and the number of guests greatly outweighing service staff?

With technology. Restaurants and hotels use reservation, seating, and guest management tools to make this happen.