Nevila Dudaj is the Founder and General Manager of Adriatik Tours.
Creating exceptional guest experiences is about more than fulfilling requests; it’s about anticipating needs and crafting memorable moments. When I first entered Albania’s hospitality sector in the early 2000s, the concept of customer service was still uncharted territory, shaped by decades of limited cultural exchange. But I knew the beauty of the country could attract a global audience and I believed we could bring global standards to our region. Our hotel, housed in a building rich with history, became the ideal setting for creating a new approach to hospitality, where quality and care are woven seamlessly into each guest’s stay.
The journey has taught me that true hospitality isn’t just about service—it’s about creating connections. Here’s how this approach can elevate your own practices in any setting.
Make Every Guest Feel Seen
I remember a guest who stayed with us shortly after our opening. He was familiar with Albanian culture but had never experienced service that truly felt personal here. It struck me that people aren’t just looking for a place to stay, they’re looking for a place to belong, even if only for a night. From that moment, our focus became making each guest feel genuinely seen.
Anticipating needs starts with creating a culture of awareness. Training your team to observe subtle cues—a fondness for quiet spaces or an interest in local art—can help tailor each guest’s experience.
When team members know to notice and act on these cues, the whole definition of excellent in hospitality transforms. Perhaps guests arrive to find local treats in their rooms or receive personal recommendations based on a short conversation. This attention to detail makes them feel more like friends than customers.
Redefine Excellence As The Standard
For those in hospitality, “exceeding expectations” might sound like a lofty goal, but I encourage you to make it a baseline. Think about the moments in a guest’s journey when you can infuse an element of surprise or care. These touches don’t need to be lavish. The simplest gestures, such as a handwritten note or an unexpected taste of local flavor, can leave the biggest impression. When excellence is woven into your service, guests take notice. It’s what turns a visit into a memory they’ll want to share.
When we first opened our doors, I was determined that our service wouldn’t just meet expectations; it would exceed them. In a crowded hospitality market, the details matter. They create the difference between good and exceptional.
To me, this meant building each aspect of our service, from the warmth of a welcome to the quality of our food and the quality of the sheets, with careful consideration. It’s not just about presentation; it’s about the feeling your guests leave with.
Empower Your Team To Create Genuine Connections
One thing I learned early on is that extraordinary service isn’t a solo effort. A team that feels empowered to make a guest’s stay better is essential to building a culture of care. Employees shouldn’t need permission to act on behalf of a guest. When guests experience natural, unprompted kindness from staff, they don’t just feel served, they feel respected.
Encouraging your team to act independently doesn’t mean letting go of control; it means building a framework of trust and clear guidelines that enable them to shine. When a staff member can offer an extra blanket without hesitation or suggest a scenic route for a guest’s outing, it fosters a rapport that feels genuine and effortless. The guest senses this confidence, and they trust your entire team as a result.
Focusing On Details That Tell A Story
Our hotel, with its historic character, was always meant to feel unique, yet it’s the small, modern touches that add warmth and authenticity. For example, say a family that arrives after a long day finds fresh flowers and a handwritten welcome note in their room.
These moments are the ones guests often tell me they remember, even years later. It’s easy to overlook the power of details, but they are the small things that make an experience memorable.
Creating this kind of atmosphere requires attention at every level, from room decor to the way meals are presented. Each detail should convey respect for the guest’s experience, and as a leader, I’ve found it’s essential to help my team understand how these choices matter. In hospitality, details aren’t extras—they are the quiet moments that make guests feel truly welcome.
Cultivating A Habit Of Continuous Improvement
I’ve learned that no matter how established a business may become, it’s critical to remain open to refinement.
When we launched, our approach to service was rooted in a vision of excellence. But true excellence isn’t static. Each season, as we gather feedback and review our practices, we uncover new insights into what guests value most. This process of evolution keeps us engaged, attuned to the changing needs of travelers, and aligned with our goals of exceeding expectations.
For those in the hospitality industry, know that improvement doesn’t have to mean drastic changes. Often, the smallest adjustments based on guest feedback have the most meaningful impact. Listening and adapting in real time allows you to stay relevant, keeping your services fresh and responsive.
In hospitality, true excellence is about more than service. It’s about creating spaces where guests feel they are welcome to explore and create memories. By fostering a culture of care, focusing on the most meaningful details and empowering your team to act naturally you create experiences that guests carry with them long after they leave.
In a world where good service is expected, memorable service is what builds loyalty. For leaders in hospitality, the aim shouldn’t just be meeting expectations, but to leave a lasting impression that turns guests into loyal advocates, eager to return and share their stories.
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