This means knowing what and when to do to whom.
It is also about common sense, which surprisingly, is not all that common.
Here are just common examples:
Restaurant: Don’t offer magazines when guests are busy on the phone.
Restaurant: Don’t ask about the dish just as the diner is trying to chew and swallow the food, and yet continue standing right besides to await the response
Hotel (Check-in): Keep it short and sweet, especially when the guest says it has been a long flight/is feeling tired, when it is already very late, and those with young kids or infants.
Hotel (Housekeeping): Don’t spread out all the collaterals in the room, after guest has put them away. Once checked in, guests can arrange the room as they want.
Hotel (Room service): Don’t continue to upsell desserts when guest states the one-dish order is sufficient.
Hotel (Concierge): To ask about guest when they request for a doctor or ask for medication.
Hotel (Check-out): Show interest about their stay rather than ask about the mini-bar right away
Reflective thoughts: If your team was asked to come up with a list of top 10 non-intuitive gestures when dealing with guests/customers, what would the list look like? How can we plug in these service gaps?