A short excerpt from a YouTube talk by Mark Simpson about delivering five-star guest experiences. Key advice in this chunk: set the expectation of a five-star stay early by telling guests you intend to deliver it, provide consistently good service, and explicitly ask guests for a review (ask for a review generally, not specifically for five stars).
Implement implementing that five star service into your guest's head right from the very beginning, because they don't really know what a five star stay is. So if you say to them, hey, David, thank you very much. I'm really looking forward to giving you a five star experience. When coming to stay at a property, you start implementing that in, you know, you're obviously, everybody in here has got fantastic properties. That's without saying. You've got to start telling them that and then, you know, given the good service and then ask for a review. That's really key. Don't be timid, don't be, you know, don't be shy. Shy kids don't get sweets. Ask for that review. Don't ask for a five star review, but just ask for a review.
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