47. Teamwork: The Best Way to Impress Guests

Often, I get asked the question "What's the best way to impress guests or provide WOW service?" 
For me, it is not about one grand gesture such as an upgrade or additional benefits on special occasions. Being impressive is different from pampering the guests with freebies. It is more than that. I would say teamwork is one of the best ways to demonstrate impressive service. Rather than a singular superstar in the department, it is way better that everyone is a star. 


Recently I was dining at Raitalay Terrace at Rayavadee and had a very pleasant experience as shown below. 


  • Employee 1: Warm welcome extended and asked about my day as she led me to my table.
  • Employee 2:  Presented the drink list and menu, asking if I would like a refreshing drink to start on this hot day. As a first-time guest, the restaurant concept was explained to me.
  • Employee 2: I asked if there were Western dishes in the menu and the employee highlighted them and also offered to check with kitchen if I had something specific in mind. 
  • Employee 3: Empathy was shown when I said my husband was resting in the room with a slight headache. The employee asked if he would like to see the resort nurse. 
  • Employee 3: I asked about the supplement charges for half-board guests and he was able to answer readily. 
  • Employee 4: When I expressed interest in the drink that I had in another outlet the day prior - but could not remember the name - the employee swiftly offered to check in the system.
  • Employee 5: I asked about the closing hour of the hotel spa. The team member knew the operating hours well and also offered to help me make a booking.  

  1. There were 5 different team members who came to the table at different points for service (e.g. serving, clearing), and all dishes/special orders were confirmed accurately. Furthermore, while each of them engaged in some small ways, there was no repeat service or question, demonstrating seamless collaboration.

  2. During billing, I was asked if I would like a club car to return to my room. This was anticipatory, although the offer was declined as I preferred to stroll back. 




Reflective thoughts: How would you design your service delivery such teamwork is showcased in a seamless manner?


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