Make Your Hotel Guests Feel Welcome

The hospitality industry is all about making guests feel comfortable, whether they are staying at a hotel, eating at a restaurant, or enjoying themselves at a theme park. In the hotel industry especially, you want to make your guests feel at ease because this is a location where they will be spending the night or multiple nights. People often check into a place of lodging late at night when they are exhausted from a day of traveling, so it is vital that they feel safe and well taken care of. Here are some ways to make hotel guests feel welcome throughout their stay, from the time that they arrive until they check out. 

1. Pay Attention to the Entrance

The entrance or lobby area of a hotel marks the first impression that a guest will have about the establishment. Fortunately, there are many things that you can do to make the entrance area of a lodging venue more welcoming, whether the venue is a simple roadside motel or a high-end resort with many amenities:

• Install tables and chairs that encourage guests to linger, giving the impression that the hotel is a well-established location to hang out, socialize, and have meetings
• Play music in the hallways and elevators to show attention to detail, whether that music is 70's hits, classical music, or another genre 
• Add plants to the entrance area near windows to give the room a more calm and relaxed feeling
• Offer complimentary food and beverages like coffee, tea, water, and light snacks

If guests have a good impression of the lobby, they will be more likely to have a good impression of the remainder of their stay at the hotel. 

2. Provide Information

Once guests get to their room and put their luggage down, it is nice to have access to numbers to call if they need room service or if they have a question or complaint about their stay. If the hotel does not have room service, it is a good idea to have a list of restaurants nearby as well as numbers of local restaurants that offer delivery. If you provide complimentary breakfast or happy hour, keep the times these are offered in a prominent location. Many hotels display this information in a booklet that contains other information, such as the location of ice machines and other amenities like the business center, swimming pool, and fitness center.  

3. Establish an Online Presence

Most travelers book their vacations online now, which includes everything from flights to rental cars to hotels. Having an engaging social media presence and a dynamic website will make guests more likely to book with you and recommend your establishment to other travelers. Also, keep in mind that not all potential hotel guests are looking to stay overnight. If your hotel has conference rooms, advertise those as venues for conferences, corporate retreats, wedding parties, and more. 

Make sure that your online booking has options for guests to select their accessibility needs and other personal preferences, such as being on either the bottom or top floor or if they would prefer a room with access to the outside or only to a hallway.  

4. Be Mindful of Employees

Employees are the single biggest asset to any hospitality venue, especially a hotel where guests need assistance around the clock. Providing a great work environment for your employees will help ensure that they are happy and willing to help guests in any way that they can. Have a dedicated manager on duty whose name is displayed somewhere in the lobby so that guests know who to direct questions to, and are aware that someone is in charge even late at night when there is little traffic in the hotel. Provide regular training for employees, and allow them to give feedback about ways that different aspects of the hotel can be managed better. 

Follow these tips to help ensure that your hotel guests feel welcomed and have a good experience staying at your establishment.