I look at Guest Services every day.

 I look at "Guest Services" every day everywhere I go, obsessively.  Watching the interactions and reactions of service employees, the public and myself.  I feel that hospitality and guest services are a two sided road thats success and failures hang in the balance of interaction of the guest and the "host" or employees of the business.  Is an unhappy, unresponsive guest a total failure? Not necessarily but our reaction and further interaction with this person can be.

The act of being a great and memorable host is not an act to be given or delivered to the guest only.  Each interaction should be delivered in a manner that is strong and positive for both the one receiving and giving.  You don't have to be powerful, or better to deliver a memorable moment in time to someone else.  You do need to be interested in what you do. You do need to have the desire to create the great or perfect moment for that person in their experience of being your guest.

There will be times when the host plays all the right cards, a smooth and pleasant greeting, a brief interaction of interest in the person, (IE: asking guest how they are, commenting on the weather, an inquiry if they are visiting or a local) a highlight of any specials or points of interest in shop, information or history of the location.  The host gives the impression of warmth and welcome with a genuine effort, yet regardless of "all the right" stuff or moves the guest just isn't playing into it, they are difficult, unresponsive, not pleased or just distant.  It makes the job more difficult, challenging and demanding.  The service industry is an interpersonal communicative field.  It's how we respond as host or service providers that will make or break the experience.

People are people and we come from many influences, cultures, beliefs, opinions, strengths, weaknesses, experiences, faiths and any number of other factors.  Can everyone be pleased at any given time?  Absolutely NOT. But what counts is that the same amount of care, effort and interest is put into every interaction. Some will be well received and appreciated others will no be well received....but chances are, though now outwardly shown....the effort....somewhere is still appreciated.