“The guest is king” is a prevalent old saying that is still popular today. The guest, in my opinion, is first and foremost a person who wants to be treated with polite attention, appreciation and respect. But what exactly does that mean for the people who work in tourism? Should they be Subjects? Servants?

With the emergence of the Internet, the expectations put on the guest experience have dramatically evolved in the hotel and restaurant industry. People have never been able to compare tourism businesses as easily as today. The expectations of the guest experience in the hotel industry, gastronomy, organization and event industry have changed considerably with the era of the Internet.
While mistakes used to be allowed, nowadays, companies are immediately denounced via today’s popular online rating platforms. But to make mistakes is human and they happen again and again. Mistakes are important, as they help us evolve and learn as people. Nobody is perfect! Despite this, companies affected by negative ratings suffer obvious damage and consequences. As the saying goes, once on the Internet, always on the Internet. Times are changing rapidly and with it, the expectations put on hospitality. Let’s be honest – do you not read reviews from other guests before making an initial hotel or restaurant visit, and are you not influenced by the reviews?

Years ago, the focus was on the product, for example, the hotel room, the show or the food. Today it is about the service itself. In the future, factors such as empathy and appreciation will dominate. Choosing the right employees who can integrate these factors into their job has become a vital part of the tourism industry. The restaurant industry needs people who openly and confidently approach guests and convey a genuine interest in them. Warmth is becoming more and more important. Personal attention instead of simple service. The way to the guest’s heart is emotion. To be successful in this industry, you need noticeable passion and genuine, honest enthusiasm! What makes excellent service? If the guest leaves your locale, hotel or event happier than when he came! And for that, you don’t have to regard the guest as king, just as a person who honestly wants to be valued. This is exactly what I experienced recently during my holiday stay in Hinterhiersee in the Hotel Juffing. Cordiality and passion that comes from the heart – communication at eye level. I will certainly come back.

Would you pay a second visit to a hotel or restaurant, if as a “king”, you were treated well, but with distance? Or would you be more likely to return if you were treated warmly and cordially, as a guest with individual needs? I’d love to hear about your customer experience, whether as a guest or as a king, at christine@friedreich.at – I am looking forward to your recommendation!