At On Verve, we often talk about going above and beyond for our guests, to create memorable moments that matter and make their days. But for our DayMakers, this doesn’t feel like “extra” at all – it’s simply who they are. Delivering thoughtful, uplifting interactions is part of their everyday approach, and it’s what makes our service so special.
So, here are 10 simple things that you can also do, just like our DayMakers, to surprise and delight guests.
- A warm welcome every time
First impressions can make a big difference to how a guest feels. From the moment someone steps in the door, you can set the tone for a positive interaction with a genuine smile, eye contact and a friendly greeting.
- Remembering the details
Taking the time to remember the little things from their name, coffee order, to something they mentioned the day before – these small moments of recognition in guest services make people feel valued and listened to.
- Going the extra mile
To our Daymakers, no request is “too much”. From helping someone by writing down directions to arranging a last-minute celebration, going above and beyond truly comes naturally and is a core part of exceptional guest experiences.
- Pre-empting their needs
The best guest service feels effortless. Anticipating someone’s needs before they ask, whether it’s around their routines or preferences, is a great way to make their day that little bit easier.
- Taking the time to listen
Being truly present makes all the difference to an interaction. Listening builds trust, ensures people feel heard, and enables you to deliver thoughtful responses and create meaningful connection.
- Bringing the human touch to every space
In a world where technology, automation and AI are more present than ever, human touch can bring warmth to a space. Whether it’s decorating for a national day or holiday, or adding a personal touch to a workspace, little things can affect how one feels when walking into the space.
- Creating personalised experiences
Every individual is different, and every interaction can vary. Adapting your approach to someone’s accessibility needs, offering specific guidance, or remembering their preferences can ensure everyone feels comfortable and valued.
- Celebrate the small wins
Not every moment has to be grand. Acknowledging a colleague’s milestone, celebrating a guest’s achievement or simply recognising something that has made your day great can lift the whole workplace.
- Practising gratitude
When someone takes a moment to recognise your efforts or bring a little positivity to your day, return that appreciation. A sincere “thank you” helps guests feel valued and turns a kind gesture into a lasting connection.
- Make their day
DayMakers, it’s in the name. Making someone’s day may seem easier said than done, however these 10 tips should help provide some ideas and guidance and show that, in fact, it’s sometimes the small things that can make a big impact.
To our DayMakers these things are often second nature. It’s part of what it means to work with us at On Verve, knowing that every day is a special day, and an opportunity to have your guests’ days made that much more memorable.
