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Greeting guests with a warm smile, maintaining eye contact, and giving a heartfelt welcome are essential parts of creating a positive first impression when they arrive at your hotel. Whether it’s a friendly “Good morning” or a personalized mention of the hotel name, every interaction from the moment of arrival sets the tone for a guest's stay. A warm greeting not only makes guests feel special but also reflects the professionalism of your staff members and ensures a lasting positive experience.
In this blog, we will explore the importance of a proper greeting and how it contributes to a lasting first impression. You’ll discover 7 actionable tips to welcome guests, from making eye contact and offering a smile to creating a positive arrival experience that makes each guest feel special.
Why is it important to welcome and greet guests in a hotel?
The importance of welcoming and greeting guests in a hotel cannot be overstated. Studies show that 40% of hotel guests are more likely to write a review after a positive experience, and a significant part of that experience is determined by how staff members treat them from the moment they arrive. A guest’s first interaction with the hotel staff, whether it's a simple "Good morning" from the receptionist or a warm smile and eye contact as they walk through the door, sets the tone for their entire stay. This initial greeting can create a positive first impression, making the guest feel comfortable and valued.
When guests feel genuinely welcomed, they are more likely to perceive their stay as personalized and memorable. The hospitality shown during these first moments at the reception desk, be it a warm welcome, polite tone, or acknowledgment of the guest’s name, establishes a connection between the hotel and the guest. This friendly interaction reassures the guest that the staff will meet their needs, whether at the front desk, restaurant, or during room service.
Moreover, the greeting at the door or reception area creates an atmosphere of care and attentiveness. A welcoming environment, combined with efficient visitor management systems and a well-maintained lobby, enhances the guest's check-in experience, leaving a lasting impression. This positive interaction not only increases guest satisfaction but also builds loyalty. Guests who feel special are more likely to return and recommend the hotel to others.
Explore strategies and technologies to improve hotel guest experiences in our article Enhancing Guest Experience in the Competitive Hospitality Industry - A Quick Guide
How do you welcome a guest in a hotel? 7 tips
A warm and personalized welcome is key to creating a lasting first impression for hotel guests. Here are seven expert tips for ensuring that each guest feels valued from the moment they walk through the door.
1. Personalize the greeting
Start with a friendly and personalized greeting. Address the guest by their name whenever possible, and acknowledge any preferences or special requests they made during the booking process. Whether it’s their first visit or they’re returning, personalizing the greeting demonstrates that your hotel is attentive to each visitor’s needs. For example, saying, “Welcome back, Mr. Smith! We’ve prepared your favorite room,” adds a special touch.
2. Smile and maintain positive body language
A genuine smile and warm eye contact can immediately make guests feel comfortable and welcome. As the guest arrives, the receptionist or front desk staff should be ready with open body language, creating an inviting atmosphere. This simple gesture communicates friendliness and professionalism, setting a positive tone for the rest of the stay.
3. Offer assistance promptly
As soon as the guest walks into the reception area, staff should offer help with luggage or provide directions to the room. Whether it’s offering a seat, helping with bags, or providing information on local attractions, being prompt and proactive in offering assistance shows guests that the hotel values their comfort from the start.
4. Provide clear information
After greeting the guest, the receptionist should clearly explain the check-in process, hotel amenities, and dining options such as the hotel restaurant. Guests should feel well-informed about the services available to them, from room details to nearby attractions. This ensures a smooth experience and minimizes confusion, making the guest feel confident about their stay.
5. Be attentive to guest needs
Pay attention to the guest’s behavior and any unspoken needs. If a guest looks tired after a long journey, offer them a coffee while they check-in. If they seem unsure of their surroundings, politely invite them to ask questions about the hotel or the area. Small, thoughtful gestures can make a big difference in how guests feel during their first interaction with staff.
6. Make the guest feel valued
Every guest should feel like they are your top priority, no matter how busy the lobby may be. Express genuine appreciation for choosing your hotel, and let them know you are excited to host them during their visit. This simple, polite interaction goes a long way in fostering guest loyalty.
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7. Follow up later
After the initial check-in, a good practice is to follow up with the guest to ensure they’re comfortable in their room and that all of their needs have been met. A quick call from the front desk or a visit from staff can show the guest that your hotel cares about their experience throughout their stay, not just at arrival.
By implementing these tips, hotel staff can ensure each guest receives a warm welcome and personalized experience that leaves a lasting impression. A positive greeting creates a sense of hospitality that resonates well beyond the reception desk, leading to higher guest satisfaction and repeat visits.
How to welcome a guest in a hotel as a receptionist? Scripts you can use
The role of the receptionist in a hotel is pivotal in making a positive first impression on guests. From the moment a guest arrives, every interaction should be polite, professional, and personalized. Below are practical scripts for receptionists to use in various scenarios, ensuring that every guest feels warmly welcomed.
1. General welcome script
When a guest walks through the door, the receptionist should create an immediate sense of comfort and hospitality. Start with a smile, maintain eye contact, and use the guest’s name if possible to personalize the interaction.
Script Example: "Welcome to [Hotel Name], [Guest’s Name]. It’s a pleasure to have you with us. How was your journey?"
This script not only offers a warm greeting but also invites a casual conversation that helps the guest feel more comfortable after their travels. Whether it’s morning, afternoon, or evening, this friendly tone sets the stage for a positive day.
2. Check-in script
The check-in process should be seamless, efficient, and clear. When a guest arrives at the reception desk, the receptionistshould guide them through the necessary steps with confidence, making sure they feel comfortable and informed about their stay.
Script Example: "May I have your reservation details, please? We have your room ready and will get you checked in shortly. Is there anything we can assist you with to make your stay more comfortable?"
This script ensures a smooth interaction, and the offer to help further showcases the hotel’s dedication to guest satisfaction. If the reception area is busy, a polite and attentive check-in process is key to maintaining positive engagement.
3. Handling special requests script
Many guests will have special requests, such as extra pillows, specific room preferences, or early check-in. It’s important for the receptionist to acknowledge these requests promptly and assure the guests that their needs have been met.
Script Example: "I see you’ve requested [special request]. We’ve taken care of it and are happy to assist with any additional needs. Feel free to let us know if there’s anything else we can do for you during your visit."
This script reassures the guest that their preferences have been noted and handled with care. It invites them to communicate any further needs they may have, enhancing the personalized experience.
4. Welcoming guests to hotel amenities script
Guests will often inquire about hotel facilities, including restaurants, spa services, or local attractions. It’s crucial for the receptionist to provide clear, helpful information while maintaining a friendly, inviting tone.
Script Example: "Our [restaurant/spa/gym] is located on the [specific floor] and is open from [time]. We invite you to enjoy a relaxing meal or visit one of the nearby attractions. If you’d like recommendations or help with reservations, just let us know."
This helps ensure the guest is well-informed and invites them to explore the hotel’s services and nearby offerings. Discover essential hotel amenities that enhance guest experiences in our article Essential Hotel Amenities for a Great Guest Experience
5. Offering assistance after the check-in script
A follow-up interaction after check-in shows guests that the hotel is genuinely invested in their comfort.
Script Example: "Good [morning/afternoon/evening], [Guest’s Name]. I just wanted to check if everything in your room is to your satisfaction. Is there anything else we can assist you with?"
This personalized follow-up reinforces a sense of care, making guests feel valued and well-attended.
By using these scripts, hotel receptionists can enhance guest interactions, ensuring every visitor feels welcomed, well-cared for, and confident in their choice to stay at your hotel. From the first greeting at the front desk to handling special requests, these scripts are designed to create a seamless, hospitable experience that makes a lasting impression.
What is a hotel welcome amenity?
A hotel welcome amenity is a thoughtful gesture that enhances a guest's first impression upon arrival. These amenities often include complimentary items such as snacks, drinks, personalized notes, or even small gifts tailored to the guest's preferences. This gesture helps create a more personal and inviting atmosphere, making the guests feel warmly welcomed and valued from the moment they step into the hotel.
A recent study found that 78% of travelers are more likely to book with properties that offer personalized experiences, including welcome amenities. This highlights the importance of such offerings in shaping a memorable stay. When a guest is greeted by the receptionist and shown to their room, finding a personalized amenity – whether it's a handwritten note, a local treat, or a complimentary coffee voucher for the hotel’s restaurant – can transform a standard check-in into a unique, warm experience. Such personalized experiences can easily be managed through a visitor management system or a visitor management system tool integrated into your CRS.
The purpose of welcome amenities is to go beyond the basics and offer guests something that enhances their visit, showing that the hotel cares about their comfort and satisfaction. For example, after a busy day of travel, receiving a refreshing drink or snack at the reception desk or a welcome note in the room signals that the hotel has considered the guest's needs, offering them a chance to unwind. If the hotel name is associated with providing personalized experiences, this gesture also strengthens brand loyalty and encourages positive reviews.
By offering a welcome amenity, the hotel can also invite guests to explore other services, such as the restaurant or spa. This subtle approach not only boosts guest satisfaction but also increases the likelihood of return visits, as guests feel the hotel is committed to providing an exceptional stay.
Boost your guest relationship through review responses using MARA
Responding to guest reviews is a crucial part of maintaining a positive relationship with visitors and enhancing your hotel’s reputation. With MARA, our AI Review Assistant, this task becomes more efficient and personalized. MARA is designed to streamline your Online Reputation Management process, allowing your team to craft thoughtful, tailored responses to guest reviews. By using MARA, you ensure that each guest feels heard and valued, ultimately boosting guest satisfaction and loyalty, while saving valuable time in the process. This AI tool not only responds but also analyzes reviews, offering a seamless way to manage guest feedback effectively.
Streamlined Review Inbox
One of the key features of this tool is the Review Inbox. Your review inbox makes responding to reviews as simple as hitting "Generate reply" and clicking "Send". The Review Inbox connects to multiple review sources, including Google, Booking.com, and Tripadvisor, giving you a panoramic view of all your reviews. And you can even configure review response automation: Why not allow MARA to automatically respond to simple reviews, like 5-star Google reviews with no text, ensuring you never miss a review? Daily notifications about new reviews keep you updated and in control.
Advanced Review Analytics
To help you understand and analyze the multitude of reviews, the Review Assistant also incorporates Review Analytics. This provides actionable, easy-to-understand insights that are tailored exclusively to your business. With MARA, you can quickly get the gist of all your reviews without needing to read each one. The analysis is so detailed that you can find out about specific issues like "water in the pool is too cold" or "lack of vegan breakfast option”. These insights help optimize guest experience without requiring you to be a data expert.
The most personal response AI
MARA's AI isn't just about efficiency; it's about personalization too. The Brand Voice feature allows the AI to adapt to your tone, making sure your responses sound authentically you. Plus, with Smart Snippets, you can "teach" the AI how to respond to recurring praises or complaints. Your AI then incorporates this information into its responses, but always with different words, providing more personalized, relevant replies.
This review response assistant has quickly become a game-changer for over 2000 customers. Its promising capacity to elevate your overall rating, amplify response rates, glean insights from customer feedback and economize both time and money, is the reason behind its growing popularity.
Managing online reviews need not be an overwhelming task. With the appropriate software, not only can you streamline the process, but you can also personalize your responses, and derive valuable insights from the reviews. So, why hesitate to give our AI Review Assistant, MARA, a try? It's completely free for testing, doesn't require a credit card, and can be fully operational in less than five minutes.
Final Thought
Effective guest greetings and personalized service are crucial in setting a positive tone for a guest’s stay and enhancing their overall experience. A warm welcome, marked by genuine eye contact, a friendly demeanor, and attention to individual preferences, can significantly impact guest satisfaction and loyalty. By implementing the tips and scripts provided—such as offering a comfortable seat upon arrival, addressing guests by name, and ensuring their specific requests are promptly met—you can create a memorable first impression and foster a welcoming atmosphere.
Whether it’s during a busy morning afternoon or evening, these practices help reinforce your hotel’s reputation as a hospitable and attentive host. Embrace these strategies to elevate your guest interactions and solidify your hotel’s standing as a top choice for visitors.
Frequently Asked Questions:
A warm and welcoming introduction sets the tone for the guest’s experience from the moment they arrive. Start by making **eye contact** and smiling. A simple but effective phrase might be, "Good [morning/afternoon/evening], welcometo [hotel name]. We’re delighted to have you with us!" Use a friendly tone and invite the **guest** to feel comfortable right away, whether at the **front desk** or in the **reception area**. You can also ask them how their journey was to show genuine interest.
The best welcome message should be both polite and personal. For example: "Welcome to [hotel name]! We’re thrilled you’ve chosen to stay with us. If there’s anything we can do to make your visit more comfortable, please don’t hesitate to ask. We hope you enjoy your stay, and we look forward to assisting you with any requests during your time here." Incorporating the guest's name and their preferences, such as dining at the restaurant, makes it feel even more personalized.
To ensure a warm and seamless greeting for guests upon their arrival, use these scripts: At the reception desk, greet with, “Good [morning/afternoon/evening], welcome to [hotel name]. It’s a pleasure to have you with us. May I offer you a seatwhile I prepare your check-in?” During check-in, say, “Thank you, [guest’s name], for choosing to stay with us. We have your room ready. If there’s anything you need during your stay, please let us know.” For special requests, respond with, “I see you’ve requested [specific request]. We’ve taken care of that for you, and if you need anything else, don’t hesitate to ask.” Always maintain a friendly demeanor and focus on the guest’s comfort and preferences to make them feel valued from the beginning.
