The Art of Anticipation: 5 Ways to Wow Guests Before They Ask
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Unveiling: 5 Ways to Wow Guests Before They Ask
The best hospitality moments are the ones you never see coming.
A bottle of champagne to celebrate your anniversary.
Your go-to cocktail arriving before you even ask.
A thoughtful note waiting in your room.
These aren’t extravagant gestures — they’re small signs that someone thought of you before you had to ask.
Anticipation is the secret ingredient of standout service. And it’s what sets great hospitality apart from just… serviceable.
Here are five low-lift ways any hospitality brand — whether you're running a boutique hotel or a buzzing neighborhood restaurant — can bake anticipation into their experience:
Document the Details
Create a simple system (CRM, spreadsheet) to remember guest milestones like birthdays, anniversaries, or favorite orders. Use it.
Make it manageable: Start with your top 10 regulars or VIPs and build from there. You don’t need to remember everyone — just the ones who return often.
Pre-Arrival Personalization
Set the tone before they even walk through the door. Send an automated welcome email or SMS to confirm their reservation and ask about preferences — from special occasions to favorite drink orders. Keep the tone warm and conversational.
Make it manageable: Use a simple automation tool (like Mailchimp, Resy, or your booking platform) to trigger pre-arrival messages for reservations made at least 24 hours in advance. Include fields for notes that staff can easily reference. Don’t over-automate it — a casual, friendly tone wins.
The Welcome Touch
Whether it’s a complimentary amuse-bouche at the bar, a welcome drink, or a handwritten note in the guest’s room, small surprises set the tone. These gestures show intention, not extravagance.
Make it manageable: Choose one thoughtful gesture you can standardize and roll it out during slower shifts to test its impact. Think “thoughtful,” not “expensive.”
Train for Intuition
Encourage your team to look for cues. If someone’s shivering while dining on your patio, offer a blanket. If they’ve been waiting longer than usual, offer water or a snack. Empower staff to act without permission.
Make it manageable: Incorporate this mindset into your next team meeting or pre-shift briefing. Give 2–3 example scenarios and invite ideas.
Automate Thoughtfulness
Follow-up messages don’t need to be complicated — they just need to feel human. A short thank-you note after a guest’s visit, with a personal touch or thoughtful offer, goes a long way.
Make it manageable: Set up a single automated message using your POS or booking system that sends 24–48 hours after a guest’s visit. Keep it simple: thank them sincerely, reference something specific (if you can), and offer a reason to come back. Just one thoughtful message can create a lasting impression and it runs in the background while you stay focused on the guest in front of you.
Closing Thoughts
In a world full of transactions, anticipation makes the experience feel personal. Predict their needs, and you’ll exceed their expectations. This is the art of anticipation and it’s what turns a guest into a loyal regular.
If you're ready to elevate your brand’s guest journey through intentional touch points and messaging, we can help.
Explore our hospitality brand strategy and guest experience consulting services to start designing moments your guests feel — before they even check in.