How do you greet and welcome your guests when they arrive to check in to your property?
Your welcome sets the whole tone for a guest’s visit. We think that the best way to greet your guests is with a genuine smile, “Welcome to the Inn”, and then an introduction including your name and who you are.
The guest’s first impression of you and your property is, in that moment, what matters most. You get to control that impression from how you’re dressed, what you say and how important and welcome you make them feel in that moment. You may have a thousand other things going on that you need to do, but when the guests arrive they should be your #1 priority.
If your Inn is a historic home, by all means do a tour when the guests arrive. Most guests who choose a Bed and Breakfast over a hotel want to know the history of where they are staying.
Show the guests the common areas and walk them through their room so they know how to operate all the amenities and where they are located. Show them how their keys work! Better to do this when they arrive than to have phone calls later in the evening or for them to not know of all the different amenities you offer them in their room.
Some Inns handle these details in emails or typed details left in the rooms. It is becoming more common for some Inns or AirBnBs to have keyless entries. Travel during COVID has altered the way many of us check our guests in. You have to ask yourself: does that take away from the personal contact and guest experience? If so, you have an opportunity to make the guest check in however you wish it to be.
A few things you may want to include in your check in:
- A heartfelt welcome from you the moment they arrive
- Assistance with luggage and point out things such as parking, porches for them to enjoy, gardens, etc.
- A walk through of a local map, pointing out where the property is and where other top attractions are on the map
- A tour of the home including common areas, amenity stations
- Details about timing of breakfast and social hour (if offered)
- A complete walk through of their room and the amenities within, also what your procedure is currently for room freshen and fresh linen service
- How to contact you in case of emergency or if they need anything
A great guest experience starts from the moment when the guests pull into your driveway to park. They observe how the property is being maintained and how welcome they feel. The check in process is key to starting a wonderful guest experience.
How do you handle the check in process? What do you do to welcome your guests? Leave us some tips in the comments below!
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