Why Smiling Is the Secret Weapon in Hospitality: Boost Guest Satisfaction & Retention
Whether you’re running a luxury hotel, a cozy serviced apartment, or a trendy shortlet, we can all agree that guest experience is everything. And yet, one of the most powerful tools for improving guest satisfaction and retention is often overlooked: the simple act of smiling.
Yes, you read that right. A genuine smile can transform a guest’s stay, elevate your ratings, and even turn a first-time visitor into a loyal repeat customer. Let’s unpack why this matters, and how you can use it to your advantage.
The Psychology of Smiling in Hospitality: Why It Works
Smiling isn’t just a social nicety—it’s a psychological trigger. According to the facial feedback hypothesis, smiling can actually make people feel happier, even if they weren’t before 1. In hospitality, this translates to:
• Instant mood elevation for guests
• Perceived warmth and trustworthiness from staff
• Positive first impressions that linger
A study by Cornell University found that servers who smiled and used guests’ names received up to 18% more in tips. Another study from the University of Missouri-Columbia showed that smiling staff were rated significantly higher in customer satisfaction.2
Hotels Have Mastered the Smile. Why Are Serviced Apartments Lagging?
Walk into any reputable hotel and you’re greeted with a warm smile, a friendly “Welcome,” and often a complimentary drink. This is not just hospitality, but also strategy.
Hotels have institutionalized smiling as part of their brand experience. Staff are trained to smile, make eye contact, and engage warmly. It’s no accident that hotels consistently score higher in guest satisfaction surveys.
But when it comes to serviced apartments and shortlets, the experience can feel transactional. Many hosts focus on amenities and decor, but forget the human touch. No welcome smile. No warm greeting. No emotional connection.
This is a missed opportunity.
A Warm Welcome Can Improve Guest Ratings and Satisfaction
Here’s what a smile can do for your business:
| Benefit of Smiling | Impact on Hospitality Business |
| Builds trust | Guests feel safe and valued |
| Enhances mood | Reduces travel/comute fatigue |
| Encourages loyalty | Guests are more likely to return |
| Boosts ratings | Happier guests leave better reviews |
| Improves staff morale | Smiling is contagious—happy staff, happy guests. and vice versa |
In fact, StayExpress reports that smiling increases productivity and creates goodwill in the business It’s not just about being nice—it’s about being smart.
How to Implement Smiling Culture in Your Serviced Apartment or Shortlet
You don’t need a concierge desk or a bellhop to deliver a five-star smile. Here’s how to make it work:
• Train your staff or co-hosts to greet guests with a genuine smile and eye contact.
• Personalize your welcome. Use the guest’s name and ask about their trip to the shortlet.
• Leave a welcome note with a smiling emoji or photo of your team.
• Use video greetings if you’re not physically present.
• Smile during check-in walkthroughs or virtual calls.
Remember: Your next loyal guest might just be a smile away.
Final Thoughts: Hospitality Is Human
In an age of automation and self-check-ins, the human touch is more valuable than ever. A smile costs nothing, but its ROI is priceless. Whether you’re managing a boutique hotel in Lagos or a shortlet in Abuja, don’t underestimate the power of a warm welcome.
So go ahead and smile like your business depends on it. Because it does.
