The Service Progression System
by Eclat Hospitality
The Service Progression System is a sophisticated framework designed to elevate the guest experience by integrating a step-by-step approach to service delivery. Developed to align with the evolving expectations of personalised hospitality, TSPS enables properties to offer a structured yet customisable path toward creating exceptional guest interactions. Each tier builds upon the previous, ensuring consistency while allowing for increasingly personalised and immersive experiences.
This system sets a new benchmark for hospitality management, positioning service as the central pillar of guest satisfaction and brand differentiation.
Level 1: Essential Touch
At the foundational level, the goal is to meet guest needs with precision and clarity. The Essential Touch ensures that the basics of service communication—accuracy, reliability, and attentiveness—are delivered flawlessly. Staff are trained to respond to guest inquiries in a timely manner and provide essential information that enhances their overall stay. This level guarantees that each interaction meets the expected industry standards, establishing a baseline of trust and professionalism.
Key Focus:
• Providing accurate and timely information.
• Ensuring responsiveness to guest queries.
• Laying the groundwork for more advanced service tiers.
Level 2: Enhanced Assistance
Moving beyond the essential, Enhanced Assistance adds a proactive layer to guest service. Here, staff are trained to anticipate guest needs based on prior interactions or known preferences, offering suggestions or services that go beyond the initial request. This level of service ensures that guests feel acknowledged and valued, as staff offer value-added recommendations that cater to convenience, luxury, and personalization.
Key Focus:
• Proactively offering additional services or amenities.
• Anticipating guest needs based on initial interactions.
• Enhancing the guest experience through value-added assistance.
Level 3: Bespoke Care
Bespoke Care introduces a tailored approach to guest services. This tier emphasizes the importance of understanding individual preferences and curating experiences that are uniquely suited to each guest. Through careful attention to detail, staff provide customised services that reflect a deep understanding of the guest’s desires and preferences, creating a truly personalised experience that resonates with your clientele.
Key Focus:
• Personalising service based on guest profiles and preferences.
• Offering tailored recommendations and experiences.
• Building an emotional connection through individualised care.
Level 4: Immersive Support
At the Immersive Support stage, service delivery becomes highly integrated into the guest’s journey. Staff do not simply recommend or provide services but actively participate in ensuring that the guest’s experience is seamless from beginning to end. Whether through physical accompaniment or meticulous coordination of activities, this level of service ensures that the guest’s journey is smooth, stress-free, and immersive, allowing them to fully enjoy the luxury offerings without any logistical concerns.
Key Focus:
• Coordinating and accompanying guests on experiences.
• Seamlessly integrating support throughout the guest’s stay.
• Ensuring flawless execution of high-touch service moments.
Level 5: Signature Exclusivity
The pinnacle of The Service Progression System, Signature Exclusivity creates truly bespoke and exclusive experiences available only to the property’s most discerning guests. At this level, staff curate unique offerings that are not available to the general public, crafting once-in-a-lifetime experiences that showcase the brand’s commitment to luxury, exclusivity, and emotional resonance. These moments are designed to exceed expectations, leaving a lasting impact on the guest that solidifies the property’s reputation for delivering unparalleled service.
Key Focus:
• Creating exclusive, unique experiences that are only available to select guests.
• Leveraging the brand’s unique resources to offer one-of-a-kind moments.
• Cultivating a deep emotional connection between the guest and the brand through personalized exclusivity.
The Service Progression System (ESPS) is more than a model for guest interaction—it is a transformative approach to guest service management.
By offering a clearly defined progression of service tiers, properties can systematically elevate their guest experience from essential services to bespoke, exclusive encounters.
here’s an example of this in system in practice:
Guest Asking Concierge About A Visit To Naggar Castle
Using The Service Progression System, here is a how a simple request ‘where is Naggar Castle’ will be handled.
This medieval Castle was built by Raja Sidh Singh of Kullu around 1460 A.D.
Service Level 1: Essential Touch
Action: Provide the guest with the requested information.
Example: Guest asks for general information about Naggar Castle, and the concierge shares details about its history, visiting hours, and nearby attractions like the Nicholas Roerich Art Gallery.
Service Level 2: Enhanced Assistance
Action: Responds to the guest’s inquiry and proactively offer an additional service.
Example: Guest inquires about the best route to Naggar Castle, and the concierge not only provides directions but also offers to arrange a packed lunch.
Service Level 3: Bespoke Care
Action: Responds to the guest’s request, offer an additional service, and personalise the assistance further.
Example: The concierge marks the route on a map, highlighting must-see spots along the way, or inputs the coordinates into the guest’s phone for easy navigation, while offering a packed lunch and information requested.
Service Level 4: Immersive Support
Action: Actively participate in ensuring that the guest’s experience is seamless from beginning to end.
Example: The concierge accompanies the guest or arranges for a local guide to meet the guest at Naggar Castle, providing detailed historical insights and arranging for a tea break at a scenic spot within the palace grounds, ensuring a seamless and enriched experience.
Service Level 5: Signature Exclusivity
Action: Create a unique, exclusive experience for the guest, offering something bespoke and unavailable to others.
Example: The concierge organises a private, after-hours tour of Naggar Castle, complete with an exclusive candlelit dinner on the palace terrace, offering breathtaking views of the Kullu Valley.
And now for a little sales pitch. If you would like us to lead this transformation for you, get in touch. Prabhjot Bedi | +91 9872000604 | p.bedi@eclathospitality.com
Creating a structured yet flexible framework like TSPS is a game changer in hospitality. It's inspiring to see service elevated to an art form through thoughtful design.