Nationwide, the hotel industry employs more than 15 million people, and hotel workers are the linchpin of a $247 billion annual revenue generator. Behind each hiccup-free check-in, pristine room, and welcoming smile is a complex web of guest behaviors that can either make or break a hotel worker’s mood.
Staff in the hospitality industry often cite guest behavior as the biggest factor affecting their job satisfaction. These unsung heroes navigate everything from last-minute requests to outright rudeness, all while striving to support the success of properties that depend on positive reviews and loyal customers.
These 11 guest interaction nuances are key to maintaining a happy and efficient work environment. Empathy and clear communication, fostered by both guests and hosts, can help ensure a more pleasurable, other-centric experience for all in the hospitality industry.
Dumping Towels and Linens on the Floor
Housekeeping employees are given an allotment of 25 minutes per room to clean, and washing towels scattered on bathroom floors eats into precious time on tight schedules.
By simply hanging and stashing towels in an assigned spot, housekeepers can avoid potential back troubles and the risk of overlooking towels that won’t dry. Hotels claim that organized rooms yield more comprehensive cleaning, which is reflected in guest satisfaction scores that revenue-booking platforms, such as Expedia and Booking.com, use to rank hotels.
Hotels with immaculate properties can charge 11.2% higher room rates compared to their competitors. Cleanliness isn’t just a detail; it’s a crucial factor that directly impacts a hotel’s bottom line.
Excessive Noise After 10 PM
Travelers are unlikely to recommend an accommodation if they’ve had a negative experience with noise, and they might even become vocal critics. Complaints about noisy neighbors, slamming doors, or excessively loud TVs often leave front desk staff fielding calls from frustrated, sleepless guests.
86% of travellers avoid booking hotels with recent negative reviews, indicating that managing negative feedback is important for maintaining a positive reputation.
Making Unreasonable Last-Minute Requests
The typical hotel operates with a staff-to-room ratio of 0.6 per occupied room, making significant demands. However, concierge services suggest that seemingly impossible demands, such as procuring sold-out concert tickets minutes before showtime, can actually free up time and energy that could help fulfill multiple reasonable guest requests.
These demands can also put staff under additional strain, reducing morale and productivity. Hotels can help ease the transition and make stays more enjoyable for everyone if they set realistic expectations.
Failure to Read Notices and Policies
Policies set at hotels are in place for various legal, health, safety, and operational reasons; however, policy problems often result from a misunderstanding of the intent behind these policies. The front desk spends an inordinate amount of time explaining policies that are already outlined on the website, in confirmation emails, and on lobby signs.
Issues with the check-in process, exorbitant parking fees, and hours of amenities are the most common reasons staff have to repeat instructions and advice dozens of times per day. I used to work as front desk lead, and our supervisor always emphasized that, “Guests who read our pre-arrival email have 60% less questions and much more enjoyable stays.”
It is this level of preparedness that enables staff to focus on delivering personal service instead of establishing groundwork, ultimately leading to higher guest satisfaction scores that indirectly correlate with increased reservation creation.
Treating Staff as Servants
Recent industry surveys have found that hotel workers are sometimes treated poorly, and these incidents are partially responsible for the industry’s extremely high annual turnover rates.
People who realize that we are all human and call us by our names, and say thank you, make a 12-hour shift bearable. This small courtesy creates a better workplace, which ultimately leads to improved service.
Direct Booking or Loyalty Programs Recognition
Hotel employees appreciate when guests book through the property’s website instead of through a third-party website. Hotels can retain the 15%-20% commission fees they usually pay to booking sites when reservations are made directly, money that is often used for things such as staff wages and benefits.
Members of loyalty programs also receive preferential treatment, as their repeat business generates steady streams of revenue. Many of these guests are rewarded with complimentary room upgrades, late checkout, and staff attention that is inexpensive for the hotel to provide but leaves a lasting impression.
Showing Patience During Busy Periods
From 3 – 6 PM, the peak check-in hours can drive hotel & resort front desk operations crazy with arrivals rolling in. Understanding these inevitable natural delays makes for more relaxed spaces for staff and other travelers.
Studies have shown that guest satisfaction drops by nearly 47% if guests are left waiting for more than 5 minutes. Making understanding guests particularly valuable. Patrons who don’t get worked up during busy services often fare well when it comes to service (since staff can focus on solutions and trying to fix things rather than on managing one’s upset).
Leaving Reasonable Tips for Service
Tipping plays an essential role in the earnings of many hotel workers, particularly housekeepers, who derive their income mainly from gratuities. This means that housekeepers often rely on guest communication to understand their cleaning preferences, such as whether daily room service is desired.
According to the American Hotel & Lodging Association, guests are encouraged to tip $1 to $5 per night to support the housekeeping staff. This practice can make a significant impact on their livelihood.
In markets where tipping is accepted, hotels experience a 30% increase in average hourly earnings for tipped employees, alongside higher guest room cleanliness ratings. This highlights a clear link between guest appreciation and the quality of service provided.
Communicating Special Needs in Advance
Enhanced communication of accessibility requirements, allergies, or preferences can help hotels to make appropriate preparations. When given enough notice, properties may be able to accommodate requests for ground-floor rooms, hypoallergenic bedding, or dietary requirements. Eleventh-hour special requests can present operational hurdles and lead to less-than-ideal compromises.
Hotels that effectively cater to the special needs of travelers with accessibility requirements earn higher satisfaction scores, and this is an increasingly important market segment that also significantly impacts property reputation.
Respecting Housekeeping Schedules and Privacy
Housekeeping teams operate on tight schedules, cleaning hundreds of rooms daily. Guests who properly use “Do Not Disturb” signs and respect designated cleaning hours help support the efficiency and sustainability of this vital work.
On average, cleaning a room takes approximately 20.5 minutes, and between 39% and 60% of guests actively participate in housekeeping efforts. However, around 7% of rooms remain uncleaned due to “Do Not Disturb” signs or service refusals. Moreover, guests who initially refuse cleaning are more likely to request it later in the day, adding to logistical challenges.
This is where housekeeping software plays an important role. By helping hoteliers streamline schedules and optimize workflows, such tools ensure a seamless experience for both staff and guests.
Saying Thank You for Good Service
Honest appreciation is a significant motivator for hotel employees who often work in physically demanding positions and earn relatively low wages. Words of thanks, positive online reviews, or acknowledgment cards all offer emotional rewards that money can’t buy.
Research suggests that employees who feel valued tend to offer better customer service and remain with their employer longer than those who don’t feel valued. Positive feedback generates virtuous cycles of service excellence, which are paying dividends for everyone in the hospitality food chain.
Key Takeaways
Hotel staff members navigate a complex web of guest relationships that have direct implications for the success of the hospitality industry. Gestures of common courtesy, such as hanging towels, observing quiet hours, and showing patience during busy times, foster healthy spaces that are enjoyable for all.
Happy and respected staff serve better, resulting in higher guest satisfaction, which in turn leads to property profitability and improved performance. These small but powerful bets are the type of actions that create workplace cultures that attract and retain long-serving employees, while also offering incredible experiences to travelers around the world.
Disclaimer – This list is solely the author’s opinion based on research and publicly available information. It is not intended to be professional advice.
16 Grocery Staples to Stock Up On Before Prices Spike Again
16 Grocery Staples to Stock Up On Before Prices Spike Again
I was in the grocery store the other day, and it hit me—I’m buying the exact same things I always do, but my bill just keeps getting higher. Like, I swear I just blinked, and suddenly eggs are a luxury item. What’s going on?
Inflation, supply-chain delays, and erratic weather conditions have modestly (or, let’s face it, dramatically) pushed the prices of staples ever higher. The USDA reports that food prices climbed an additional 2.9% year over year in May 2025—and that’s after the inflation storm of 2022–2023.
So, if you’ve got room in a pantry, freezer, or even a couple of extra shelves, now might be a good moment to stock up on these staple groceries—before the prices rise later.
6 Gas Station Chains With Food So Good It’s Worth Driving Out Of Your Way For
6 Gas Station Chains With Food So Good It’s Worth Driving Out Of Your Way For
We scoured the Internet to see what people had to say about gas station food. If you think the only things available are wrinkled hot dogs of indeterminate age and day-glow slushies, we’ve got great, tasty news for you. Whether it ends up being part of a regular routine or your only resource on a long car trip, we have the food info you need.
Let’s look at 6 gas stations that folks can’t get enough of and see what they have for you to eat.
