What do think going above and beyond for a guest means?

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.