Episode 19: Guest Service vs Guest Experience

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: ⁠⁠[e-mail]

• 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 [e-mail] if you are interested.