Hilton | Quality hospitality starts (and ends) with a smile

• Can a simple smile turn a typical hotel stay into an unforgettable experience? The answer is yes, and it comes from both British travelers and science.

According to recent research conducted by Goldsmiths, University of London, in collaboration with Hampton by Hilton, “smiles” and friendly service are key factors in how guests perceive the quality of their stay. Specifically, guests who received warm and reliable service rated their overall experience 22% higher.

• The power of first impressions: A big smile at check-in makes guests feel 51% more welcome.
• Friendly service counts: 92% of guests agree that a warm attitude from staff makes a stay great, and it is four times more likely to enhance the experience than material amenities.
• A smile even improves the taste: 25% of respondents said that friendly service makes breakfast taste better, while 28% said that a drink tastes better.
• Happiness is contagious: Guests who experienced friendly service reported 3.5 times higher levels of emotional well-being than those who received neutral service.
• Lasting memories: Good service makes stays six times more memorable.
• Enhanced loyalty: Satisfied guests are 75% more likely to return to the same hotel.

The study, which included technologies such as eye-tracking, facial analysis, as well as qualitative interviews, confirmed that even small, human gestures – such as a genuine smile – have a significant impact on the psychology of guests.

Professor of Psychology Jonathan Freeman from Goldsmiths highlighted that “gestures of friendliness fundamentally affect how people experience their environment – ​​from physical comfort to mental well-being”.

As part of the campaign, well-known presenter and hospitality enthusiast Big Zuu participated in an experiential experiment, testing how a positive mood and smiles can change the accommodation experience: “A smile makes all the difference – from making breakfast tastier to improving your overall stay”, he said.

Hamptonality: Hampton by Hilton’s signature hospitality

As Shruti Gandhi Buckley, global brand head, said, “a genuine, warm smile doesn’t just brighten the moment – ​​it transforms the entire guest experience.” Hampton by Hilton has embraced this spirit by offering hospitality with “Hamptonality” – that is, with heart, personality and a human touch.

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