Guests are no longer satisfied with good service alone;
they now seek personalised experiences that make them
feel valued.
And every elevated experience begins with
listening and understanding, Joseph Galea writes.
People do not really dine out only to satisfy hunger, but
rather to seek social connection.
Even the tourist on
holiday who simply needs to eat can easily order a
takeaway or prepare a simple meal, instead of taking
time to choose a restaurant for a night out.
Dining out
is an experience; for many, it is a form of relaxation, convenience, a
break from routine, and a chance to enjoy a gastronomic experience
they cannot replicate at home.
It also serves as a way to celebrate
special occasions, explore new cuisines, treat oneself, and avoid the
effort and time involved in home cooking.
Of course, the same applies to hotels. For many guests,
hotels are no longer just a place to stay and sleep - the
stay itself is the experience, and it often defines how
successful or relaxing a trip is overall.
Today, guests are no longer satisfied with good
service alone; they now seek personalised, memorable
experiences that make them feel valued.
Whether in
a hotel or a restaurant, the ability to create curated
encounters can determine whether a guest becomes a
loyal client and promoter, or a one-time visitor.
Delivering
an elevated personal experience requires a combination
of training, empathy, and dedication — not just interest,
but a genuine commitment to connection.
Every elevated experience begins with listening and
understanding. Hotels and restaurants must actively
capture guest preferences and requests.
Of course, it is
not always possible to anticipate every need, which is why
staff must be trained to respond positively to any request.
It is the staff who deliver experiences, and they must be
trained and empowered to anticipate and meet needs.
A well-trained server who notices that a guest has a food
allergy should immediately be able to suggest safe menu
options.
Similarly, a hotel receptionist who offers a room
near the lift to a guest with mobility issues can transform
the ordinary into the exceptional.
Guests today want to feel like individuals, not
transactions. Hospitality staff are the face of the guest
experience. Training must go beyond service basics to
include empathy, cultural awareness, and initiative.
For
instance, a server in a seafront restaurant in Sliema or
Marsaxlokk who notices a guest admiring the view might
suggest the best spot for a sunset photo.
Likewise, hotel
staff who learn that a guest is celebrating an anniversary
or birthday might ask housekeeping to arrange a bottle
of prosecco and a handwritten congratulatory note in
the room. Genuine gestures like these transform a stay
or meal into a cherished memory.
Memorable moments
often come from the unexpected - and many can be
created at no cost.
An elevated personal experience should feel seamless
from beginning to end. Removing friction is often more
important than adding flair.
Guests remember the ease
of their journey as much as the highlights. A smooth, wellcoordinated
experience is a mark of professionalism and
care.
True personal experiences, particularly for foreign visitors,
should also reflect the identity of our destination. It is
what gives a trip to Malta its authentic touch, and this
is where restaurants can elevate service by weaving in
local culture, flavours, and traditions.
Hotels too can
play the authenticity card by offering a welcome drink
featuring local ingredients - creating an opportunity to
tell the story behind it or explain how a local delicacy is
produced.
Guests often seek experiences they cannot
replicate at home. By embedding authenticity into the
service, our hospitality sector can offer not just comfort,
but discovery.
Hospitality is dynamic, and so are guest needs. Elevated
experiences rely on real-time responsiveness. If a guest
expresses dissatisfaction, staff should be trained and
empowered to act quickly and resolve the issue before
it escalates.
Turning a potential negative into a positive
often leaves a stronger impression than a flawless stay
or meal.
What matters most is how staff respond. A
quick and empathetic resolution can turn a potentially
frustrating situation into one of appreciation — and a
disgruntled guest into an active promoter.
Guests often
remember how problems were handled more vividly than
the problem itself.
Ultimately, delivering an elevated personal experience
is about building emotional loyalty, and this must start
with the person delivering the service.
When guests
feel understood, cared for, and pleasantly surprised,
they are far more likely to return and recommend the
establishment. Loyalty built on emotion is stronger than
that based solely on discounts or convenience.
After all, today’s hotel or restaurant guest seeks positive
and unique experiences; while price is important, it is
not always the main concern.
Experiences are harder
to replicate than facilities or cheaper prices — and that
is what matters most today. In the end, what guests
remember is not just where they stayed or dined, but how
those places made them feel.