What is meant by ‘engagement is not just a guest service issue’?

The statement 'engagement is not just a guest service issue' indicates that engagement encompasses a broader perspective beyond traditional guest service. When we say it involves comprehensively addressing expectations, we acknowledge that engagement includes not only meeting guests' immediate needs but also understanding and anticipating their desires and preferences. This means creating a holistic experience that considers the overall relationship and interaction guests have with the establishment.

By focusing on comprehensive engagement, an organization can develop strategies that enhance customer loyalty and satisfaction. This requires input and cooperation from various departments, including marketing, operations, and even design, to ensure that every touchpoint enhances the guest experience. Engagement is therefore a collective responsibility, integrating multiple facets of the organization, rather than just being confined to service staff during peak hours, management duties, or limited to entertainment roles. This broader approach is essential for fostering meaningful connections with guests, which is crucial for long-term success.