WELCOMING A GUEST AT HOTEL
Hotel guests can get a warm feeling from something simple like a smile from the doorman. The question is; “how can you inject the “WOW” factor into a welcome that makes your hotel stand out from the crowd?” People quickly notice when you are not giving them your full attention. It is about greeting them by name, adapting to their mood, and really taking an interest. The use of the guest’s name is crucial. Guests are usually surprised when we know their names.
What to Do Prior to Guests Arrival,
Before guests arrive, it’s important to contact them via email, phone or social media channels to ask if they have any special requirements and the reason for their stay. If you identify any guest preferences then we aim to deliver these. This contact also gives the team an opportunity to tell guests about the other aspects of the hotel, such as specialty restaurants, entertainment spots, etc. Feedback from your guests tells you that your seasonal welcome display is the first thing they notice and that it makes your hotel stand out from the competition.
At The Reception
Make sure the hotel door is opened for the guest by a courteous member of staff who smiles and warmly greets them with a “Good morning” or “Good afternoon”. If a guest is staying, escort them to the reception desk and introduce them to the receptionist who will take them through the check-in process without fuss, using their name to build a rapport. The desk should look professional and uncluttered. The receptionist should be able to locate booking details easily, have a room ready and be able to clearly explain how to get there. If your hotel has a concierge team, they should be on-hand to help with luggage.
The following are the best brand standard practices on guest arrival into a hotel