How to wow your guest 1
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This document provides tips for hotel staff to wow guests at check-in. It recommends sending a personalized message before arrival to confirm the reservation. Upon arrival, read guests' body language to determine if they want interaction or to go straight to their room. Recognizing returning guests and addressing first-time guests by name helps guests feel welcomed. Staff should also keep tabs on travel conditions and send updates to help guests plan their trip. Building profiles of guests with details from their stays can help staff personalize future interactions.
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How to wow your guest 1
- 1. How to hotel guests at check in WOW
- 2. Wow your guest at hello First impressions COUNTS. • Send a brief, personalised text message or email a week or so before the hotel booking to confirm the reservation • Let them know you’re looking forward to welcoming them to your hotel.
- 3. Don’t forget the body language • The moment of arrival is the greatest unknown for you and your guests. • Read your guests’ body language when they cross the threshold of your hotel; some want nothing more than a speedy progression to the sanctuary of their room, others want the human touch — a sympathetic smile and a soft landing.
- 4. RECOGNITION is an easy win for a hotel Names and faces • Returning guests like to be recognised and remembered • First-time guests appreciate being addressed by name as part of the home- from-home experience. • Programme guests’ telephone numbers into your system and greet them by name when they call.
- 5. Inform and assist • Keep an eye on travel news in the area and tell your guest in advance of any likely disruption. • Keep tabs on live travel feeds and send brief, helpful text messages to help your guest avoid some roads or prepare for delays on others.
- 6. RECOGNITION is an easy win for a hotel The person behind the name • Remembering names is one thing; remembering who’s behind the name is another. • Your guests are leaving all kinds of clues while they’re staying at your hotel • It takes only a moment to build those small details into a thumbnail sketch that you can shade in every time the guest returns.