A perfect guest

For some reason I started thinking about one particular guest who stayed at one of the properties I worked at eight years ago. He was just about the perfect guest. This got me thinking about what makes someone the perfect guest.


1. He always booked his reservation in advance. He knew the rate, was aware of additional charges, and understood the restriction BEFORE he showed up at the hotel. This is always appreciated as we did not consider check in as the time to haggle or complain. He also always had his Priority Club number in the reservation, always.

2. He was engaged at check in. He was never on his cell phone despite being a very busy and important person. He made eye contact, learned names, and used them.

3. He let us know about problems as soon as they came up. This gave us the opportunity to fix what was wrong. He was happy and we were happy. In the same vein he never looked for problems. We've all had that kind of guest. The kind that would get upset that the pool was closed for repairs in the middle of winter. I'm so sure you planned to spend your whole stay in the pool. He could also differentiate between issues we could and could not control. He didn't get mad at us if his flight was canceled or it was raining.

4. He actually talked to the desk. He would sometimes cut trips short and other times extend his stay. The best part though is he would call or stop by the desk to make sure it was ok (it always was) and to give us a heads up. I hated due outs with a passion.

5. He was always nice, calm, and friendly. Even though we could tell he was tired or stressed he never let that cloud his mood. He never raised his voice or threatened to go to our boss, even when we screwed up.

6. He tipped well and often. I can't overstate how important that is. Every bellman knew his name and most of housekeeping did too. He took care of those who took care of him.

7. He never took advantage of the goodwill he created. He didn't ask for favors or for anyone at the front desk to do anything compromising. He never reached a point where he felt entitled to anything. I had many guest who I thought were perfect until they started pulling the I stay here all the time routine so I deserve X, Y, & Z.

8. He stayed there all the time. Being a regular does have benefits. He would get the best rooms in the house, fastest service, and the warmest greeting. Notice I didn't say the best rate. He always got a fair rate but neither asked for or received a "special" rate.

9. He trusted us when we said we were going to do something. He would not second guess us or question us endlessly. If we told him we would have to mail him a promotional certificate because we weren't getting any more few a few days he said OK. Why do some guests think we are liars?

10. He provided feedback even when he was happy with the stay. He always filled out the guest surveys. He would note any exceptional service he received. This was very important to us. Most people do not take the time to compliment, only complain.

Got any else to add?