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Going above and beyond for a guest means that you listen and act. You listen to the little details about them and you act on them.
For example, lets say you have a guest at your hotel that is there for a2-day business conference. You notice (without them telling you) that their suit is wrinkled and not hung properly.
You offer a basic laundry service that will steam out the wrinkles and hang the suit on a proper hanger.A small and detailed gesture, that makes the client feel special.
Doing this is low cost and highly effective in terms of good hotel reviews.
