He’s away on business. They’re enjoying a honeymoon in a dream destination or vacationing with the family during a yearly getaway. Maybe she’s just passing through. Regardless of why people are travelling, they trust the hotels where they stay with the important responsibility of making them feel right at home even when home might be thousands of miles away.
At the Shore Hotel, we take this duty very seriously, and as COO, I do everything in my power to make sure that guests have the most enjoyable and welcoming experience possible during their stay with us. Check out some of the secrets on how to make guests feel welcomed that I’ve learned after a long career in the hospitality industry!
A Personal Welcome
First impressions are lasting, so making sure you’re ready to greet your guests as they arrive goes a long way toward making them feel right at home. The personal introduction shows the guests that they’re valued, but beyond that, this is the first opportunity you have to shape their opinion of the hotel. You should be dressed professionally and with a friendly, enthusiastic attitude so you can warmly welcome your guests on behalf of the hotel and make them feel special—and happy with their choice of accommodation—as soon as they step through the doors.
Take Care of Their Needs
If your hotel is going to serve as a guest’s home away from home, then you’ll want to provide them with all of the creature comforts they need. In the bathroom, lay out toiletries like sustainable or eco-friendly soaps, shampoos, toothbrushes and toothpaste, razors, and other sundries. Place fresh flowers so that the room is fragrant by the time they arrive to make them feel at ease. And another nice touch for the modern traveler is offering a complimentary phone charger during their stay!
Touch Base Often
Once the guests have had a chance to settle in, find opportunities to catch up with them and ask how they’re enjoying their time with you. Do they like their room? Is there anything that you can do to make them feel more comfortable? These check-ins let guests know that you’re invested in their happiness and that you actually want them to be as comfortable as possible, which will make them feel right at home.
This blog was originally published on stevefarzam.org.