At Portico, we see guest services as more than transactional support
It’s about creating a sense of ease, care, and attentiveness, shaping positive first impressions and supporting seamless journeys through a space. Our guest services solutions include everything from front-of-house services and reception teams to concierge, event support and switchboard services — all delivered with heart.
Guest services vs customer service — what’s the difference?
While often used interchangeably, guest services and customer service serve different purposes and environments.
Guest services focuses on in-person experiences and is typically seen in physical spaces like hotels, office receptions, residential buildings, and cultural venues. It’s centred on hospitality, presence, and proactive support, designed to make people feel welcome, cared for and valued from the moment they arrive.
Customer service, by contrast, is more commonly delivered through phone, email or chat. It’s typically associated with resolving product or service-related issues after a transaction and is often more reactive and transactional in nature. You’ll find it in contact centres, e-commerce environments and tech or retail support channels.
In essence, guest services are about creating memorable real-world experiences. Customer service is about solving problems and maintaining satisfaction — both are essential, but they serve different needs.
What guest services look like in action
From core responsibilities to real-world applications, guest services play a vital role across industries, shaping seamless experiences through people-first support.
Portico’s approach to guest services
As a specialist provider of front-of-house and guest experience services, Portico delivers tailored, people-first support across sectors. Our teams combine hospitality training with operational insight, bringing calm, confidence and clarity to every interaction.
