Give more than they expect #GuestExperience #HospitalityExcellence #SurpriseAndDelight

13 Jan 2026 · 1 min

Watch on YouTube

0:56

This YouTube video (uploaded Jan 13, 2026 by Donald Burns) features a short conversational transcript between two hospitality professionals discussing ways to elevate guest experience by exceeding expectations — daily team focus on goal achievement and small surprise gestures (amuse-bouche, house-made salami chips, unexpected pre-desserts, birthday candles) that create memorable guest connections.

Chapters

And I think that because we have very clear focus and we share that with our team, they reap the rewards. They see what they've achieved. And so at the end of. The end of the shift, they haven't just served the food and guests have gone. They've actually reached their goals. So anyone who reaches a goal, it's pretty rewarding.
They've really elevated the guest experience. And we talk about this every day. What can we do for the guest that they weren't expecting? Like a little amuse bush? And, you know, because we do our own salamis, we do these little lovely salami chips or, you know, I mean, we do a pre dessert that no one's expecting. And, you know, when it's someone's birthday, we, you know, sniff that out and out comes a candle and the dessert and just little things like that, you know, just. Just make them just connect with the table and just. Just give them something they're not expecting, you know what I mean?