5 Signs Your Guest Experience is Letting Your Venue Down—and How to Fix It

When today’s guests expect not just satisfaction but memorable interactions, your venue’s reputation depends on how well your team meets and exceeds these expectations.

But what if your guest experience strategy isn’t performing as well as you think? Even with the best intentions, there may be subtle signs that your approach is falling short. Recognising these signs early and taking corrective action can transform your venue into a guest-first powerhouse.

Here are five common signs your guest experience strategy might be letting your venue down—and practical steps to fix it.

1. Inconsistent Service Across Teams or Shifts

When guests have dramatically different experiences depending on who is working or what time of day they visit, it’s a sign that your strategy isn’t translating into consistent action. This inconsistency can frustrate guests and erode their trust in your brand.

How to Fix It:

• Establish clear service protocols and train every team member to follow them.

• Empower middle managers to monitor and coach teams, ensuring consistency across all shifts.

2. Guest Complaints Are Growing (or Aren’t Being Handled Well)

If you’ve noticed an increase in guest complaints—or the same issues cropping up repeatedly—it’s a red flag that your strategy isn’t addressing the root causes of dissatisfaction. Worse, if complaints aren’t handled promptly and empathetically, they can damage your venue's reputation.

How to Fix It:

• Analyse guest feedback to uncover recurring issues and implement targeted solutions.

• Train frontline teams to handle complaints with empathy, confidence, and professionalism.

3. Staff Morale is Low

Your frontline team is the face of your venue, and if they’re disengaged or unhappy, it will show in their interactions with guests. Low morale often stems from a lack of support, unclear expectations, or feeling undervalued.

How to Fix It:

• Invest in regular training programs that build confidence and skills, showing team members that you’re committed to their growth.

• Strengthen middle managers’ leadership abilities so they can motivate and support their teams effectively.

4. Guests Aren’t Returning or Referring Others

Repeat visits and word-of-mouth referrals are the lifeblood of any hospitality venue. If you’re not seeing these metrics grow, it could be a sign that guests are having satisfactory, but not memorable, experiences. Satisfaction alone isn’t enough to build loyalty.

How to Fix It:

• Focus on creating “wow” moments that go beyond guest expectations.

• Train team members to actively engage with guests and meet their needs.

5. Middle Managers Aren’t Stepping Up

Your middle managers are the bridge between your vision for guest excellence and your frontline team’s daily actions. If they’re struggling to lead, coach, or motivate their teams, your strategy won’t be executed effectively.

How to Fix It:

• Provide leadership training tailored to the unique challenges of middle management, such as communication, coaching, and conflict resolution.

• Ensure managers are equipped with the tools and authority they need to support their teams and resolve issues proactively.

Your guest experience strategy should be a living, evolving framework that adapts to your venue’s goals and your guests’ expectations. By addressing these five warning signs, you’ll not only fix the gaps but create a culture of excellence that permeates every aspect of your venue.