In this episode of The Halo Effect, Ashleigh and Michael explore the fundamental difference between guest service and guest experience – and why getting it right can make or break a hotel’s reputation.
🏨 Guest Service = The operational basics. Clean rooms, efficient check-in, responding to requests.
🌟 Guest Experience = The emotional connection. The moments that surprise, delight, and create loyalty beyond reason.
In this episode, we cover:
✅ Why service is the foundation, but experience is the magic
✅ How expectations evolve – what wowed guests five years ago is now just standard
✅ The role of emotional intelligence in creating memorable experiences
✅ How bad service can be saved by great experience – but never the other way around
✅ The impact of reviews – and why managing guest perception is everything
🎙️ Listen now: www.gohalo.co.uk/podcast
Connect with Us:
Email: podcast@gohalo.co.uk
Website: www.gohalo.co.uk
Instagram: @haloitsmichael and @haloitsashleigh
LinkedIn: Halo Business Consulting
Don’t forget to like, subscribe, or follow “The Halo Effect: Hospitality Stories with Ashleigh and Michael Donald” on your preferred podcast platform. Please get in touch if you would like to see us discuss a particular subject on a future episode.
We would love to invite fellow hospitality professionals and entrepreneurs join us on future episodes so please DM us via socials or email podcast@gohalo.co.uk if you are interested.