A hotel lobby is a lot like Centre Court at Wimbledon. Both places handle high pressure, manage guest emotions and rely heavily on great teamwork. Wimbledon鈥檚 approach to service feels remarkably familiar to that of hospitality professionals and there's plenty hotels can learn from how they get things right year after year.
In this episode of Matt Talks, 糖心logo入口 CEO Matt Welle explores what hoteliers can learn from one of the world鈥檚 most iconic sporting events. Here are six lessons straight from Wimbledon on how to serve your guests like a champion.
Can you stand completely still while a tennis ball rockets toward you at over a hundred miles an hour? At Wimbledon, line judges do this all day long and somehow never flinch. It鈥檚 impressive. But what鈥檚 even more impressive is the careful preparation that allows this calm confidence.
Hotels face similar intense moments, just think of corporate guests flooding in at 6pm on a Monday. The lobby gets chaotic quickly. The best hotels know it鈥檚 coming, prepare for it and make the chaos look easy. Guests can always feel the calm. The difference is all in preparation, just like at Wimbledon.
Every employee at Wimbledon moves in sync. It鈥檚 exceptional performance through repetition. For hoteliers, it鈥檚 the same story. The daily rhythm of check-ins, housekeeping, and restaurant service only works when the basics are locked in. Some tips for hoteliers:
Watch tennis closely, and you鈥檒l see that players constantly anticipate their opponent鈥檚 next move. After every serve, they immediately shift position, thinking ahead to what's coming next.
Hotels often forget to anticipate in the same way. Typically, staff will check in guests and quickly move to the next task. But exceptional hotels anticipate guest needs instead.
Picture this: a guest finishes their drink, and suddenly a fresh one appears. Yes, it may cost you a little, but it鈥檚 the gesture that counts. Guests love that 鈥渆xtra mile鈥� when something unexpected happens. Those little touches are what they鈥檒l end up talking about most when they get home.
And they don't have to cost you money. Ask guests about their plans for the evening at check-in. Extra pillows? Tips for local activities? Anticipate their needs before they happen. It sets a tone guests rarely experience and opens the door for more meaningful (and profitable) interactions.
Wimbledon is famous for its traditions: pristine grass courts, strict dress codes, and royal attendance. These elements define the Wimbledon experience. But Wimbledon doesn鈥檛 get stuck in the past. They鈥檝e modernized thoughtfully, adding retractable roofs to courts, electronic ticketing, and even AI line judging.
Hotels face a similar challenge. Guests appreciate tradition, but they also expect seamless modern conveniences:
Wimbledon has existed since 1877. The tournament proves you can hold onto tradition and still embrace innovation. Hotels can too.
Tennis stars get the spotlight. But behind every star player, there鈥檚 a team: coaches, trainers, nutritionists and therapists, all working hard out of sight. At Wimbledon, what happens off court is just as important as what鈥檚 seen on camera.
Hotels are similar. Guests notice front desk teams and restaurant staff, but rarely the housekeeping or maintenance departments. Yet these invisible teams shape the guest experience just as powerfully.
Think about housekeeping delays caused by outdated systems. Or when maintenance requests slip through cracks because of slow communication. Guests feel that frustration too. By improving technology and workflows behind the scenes, hotels ensure guests experience smooth service. Everyone on the team matters, even if guests never see them.
A tennis match can swing from excitement to disappointment in seconds. Hotels handle similar emotional rollercoasters every day. A single unresolved issue, such as a broken safe or a missed housekeeping request, can quickly overshadow an otherwise fantastic stay.
Hotels must train teams to recognize these emotional swings and handle them skillfully. That doesn鈥檛 mean resolving any negative interaction with guests by offering freebies. Genuinely listening, acknowledging the issue, and offering sincere apologies go a long way. Teach staff to spot emotions early and respond authentically. This skill can turn tough moments into positive experiences.
In tennis, the serve defines how the match unfolds. Hotels have their own version: the first impression at check-in.
Think about walking into a lobby that smells amazing, feels welcoming, and offers personal, thoughtful service immediately. Where you sit comfortably, drink in hand, relaxed and impressed while the staff checks you in. This is a hotel鈥檚 serve, done perfectly.
Hotels can easily overlook this critical first moment. But making it memorable sets a positive tone for the rest of the stay. Here鈥檚 something you can try today:
This kind of hospitality is an art, just like serving in tennis.
Wimbledon gets service right because they鈥檙e deliberate, thoughtful and always anticipating. Hotels can do the same. Each lesson above is an opportunity to improve guest experience, build loyalty and even boost revenue. Take inspiration from Wimbledon and serve your guests like a champion.
And while you鈥檙e at it, here鈥檚 some more inspiration for tailoring the best guest experiences: