Name Tags: Hospitality Genius or Gimmick?

We recently stayed at the W Hotel in Reserva Conchal, Costa Rica—where the service is so attentive, you half expect your towel to have a name.

At breakfast, we met two servers, Ivonne and Raquel. Ivonne introduced herself with, “My name is Ivonne… with an I.”

That tiny detail made her name stick. Smart move.

But here’s the kicker: not a single name tag in sight.

They’re quick to ask for your name and eager to share theirs, but without a visual cue? Good luck remembering. Especially after you’ve met the entire hospitality army between check-in and your morning coffee.  And, when in another country with foreign sounding and unusually spelled names?  Good luck.

Naturally, I asked Raquel—who’s studying industrial engineering, by the way, and whose name I’m still not sure I’m spelling correctly—“Why no name tags?”

Her answer: “Marriott wants staff to remember every guest’s name.”

Okay… noble goal.

But why can’t the staff wear name tags too? Are they testing the guests’ memory?

Even more puzzling: staff are rewarded when their name is mentioned in a post-visit survey. But if I can’t see their name, how am I supposed to remember it—let alone mention it?

Here’s the real issue:

People learn and remember differently.
Some are visual, some auditory, some kinesthetic. Most of us are a mix.

Let’s bring this back to your practice.

Imagine this: A long-time, loyal patient walks in for a hygiene visit. She’s been coming for years. She knows the doc, the front desk, the hygienist… but today, there’s a new assistant.

No introduction. No name tag. Just a stranger in scrubs escorting her to the op.

She’s polite—but inside, she’s wondering, “Who is this? Did someone leave? Should I ask? Is it awkward if I don’t?”

That tiny gap in hospitality creates discomfort. And discomfort kills connection.

Imagine that same patient wants to rave about your assistant in a Google review. “The tall brunette with the kind voice” doesn’t exactly scream “strong brand presence.”

Let’s go further.

Are you matching treatment presentations to how each patient learns?

Auditory learners might retain what they hear. Visual learners need scans, drawings, or before-and-afters. Kinesthetic learners? They’ll remember you best when you hand them a model and show them what to expect.

Using only words may lose the visual or hands-on learner—along with their case acceptance.

And what about your team training?

One-size-fits-all doesn’t cut it anymore. Some learn by doing. Others need video. Some thrive shadowing a seasoned team member. When you match training to their style, retention skyrockets—and so does performance.

As AI and automation become more common in healthcare, the human connection—starting with something as simple as a name—is what will set you apart.

4 quick strategies for your practice:

Hospitality isn’t just about remembering others—it’s about making yourself unforgettable.

And let’s be honest—it’s also about avoiding awkward moments, which will be the topic of next week’s blog.

So tell me:
In your practice, are invisible name tags a high-end hospitality strategy… or an identity crisis waiting to happen?

Michael