Show and Tell: How do you create great first impressions for guests?

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  • Avatar
    Janaki

    We welcome to our guest by Nepali style . 

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    Rhjbyron

    Interesting we do a similar thing offering scones six on arrival plus they can appear super grateful and then leave the strangest reviews ships in the night I think , you went above and beyond

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    fluff

    Different strokes for different folks.

    We've had people we helped with local doctors, hospitals, police, you name it (all involving transport, translation and a lot of our time) and barely got a thank you let alone a review.

    Yet others we've done something completely insignificant, like providing a plaster, then get huge gratitude and rave reviews.

     

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    Villa Junona Croatia

    As my hotel Villa Junona stays almost on the beach, and our peak season - Summer, our guests usually go to us under the midday sun. So I found it useful to do the following - about an hour  before chek'in time of a guest I check his room cleanness, and turn ON air conditions in every room of our two-room accommodations. I also turn ON a fridge and put a bottle of local water inside.

    What could be better than stepping into fresh cold room after a long trip under the sun and seeing cold water waiting for you? 

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    Rhjbyron

    That’s unusually thoughtful in my experience

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    Rhjbyron

    I always carry bags after coming out to our guests and saying hello, explain everything along with a ‘things to note’ we offer home made food and real teas and coffee, some people want to sit and talk otherwise we generally leave them to it, don’t overthink it comrades :)

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    Rhjbyron

    On another note just a personal winge, some/most will have a normal shower, whilst others will rinse every drop as often as possible!! Shower timers bookings please! Earn your commission lol also faq laminated posters

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    Eugenia Ruaburo Agbisit Sikdar

    I welcome my guests with a bottle of wine or beers when the weather is hot or a cuppa when it’s cold. Sometimes I order Pizza round the corner if they have children.

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    Bandara Hotels & Resorts

    Recognize them with their name (If you know), a fresh hand towel (cold/warm), nice welcome drink with snack.

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    Eugenia Ruaburo Agbisit Sikdar

    Nothing like a Warm welcome with a Friendly Smile.  Although Food and drink is not included, I always provide them  a stock of coffees, teas, milk, boiled sweets & water. I stopped providing fruits because it never consumed.

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    Zelenosrce

    Genuinely show and make them feel welcome-the best policy so far in my opinion.

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    Sueeadie

    Welcome with a smile and sometimes a hand shake. Show them there room and ammenities. Offer tea or coffee. Making them feel welcome 

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    Millie

    Both my husband and I make sure we greet our guests together. We help with their cases and show them their room and go through everything, explaining there is a fridge with 2 bottles of cold water, beers, and many different teas and coffee, milk, We also leave a couple of chocolates in the fridge.  We then invite them for a welcome drink of Sangria, with alcohol or without.  

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    Leandri Klopper

    Hey all,

    Everyone seems to have really good intentions with their first impressions! It's heart warming to know that there are those out there who make an effort. Special shoutout to Rhjbyron - if only I could get people to carry my bags when I arrive somewhere! I love that. 

    I'm going to answer in another direction, other than what actions I take. 

    We make sure that the Entrance into the property is Clean and looks great. The cobblestone is even and the security guards manning the gate wears tidy uniforms. The first impression is delivered through the Eye. If the place looks run down when the client drives through the entrance, you are already a step behind. 

    Also make sure your common area or reception area is Clean. Otherwise the guest will most probably assume that the room will be of the same standard. 

    :-) Keep well!

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    M Adamopoulou

    Yes I agree with all of you and of course the first impression to the eye values very much.
    I always welcome my guests even if they arrive late in the night. An hour before they come I make sure that everything is in the right place and spotless clean.
    In my fridge I have milk, juice, water, wine, fruits, yogurt etc. Fresh flowers from my garden all over the place and a welcoming message. I show them around the Studio iwishong them to have a pleasant stay and to not hesitate if they have any requests.

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    Eugenia Ruaburo Agbisit Sikdar

    Nothing like a genuine welcome, a friendly  smile and a bit of conversation on their arrival.  

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    Aitsa Nicoline

    I welcome them to my establishment by name and introduce myself.

    I invite them to walk through and ask them whether they are happy with what they see.

    I them pour them a welcome drink, while signing in and get them to pay whatever is

    owing eg. balance of payment or Breakage fee.

    I them tell them about the area and amenities etc etc and then tell them to enjoy their

    stay and to let me know if there is anything they want to know or have a query to contact me

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    Lennfaith

    Indeed this is the part that makes most sense to the guest. We receive the guests, whether announced or not, since we have a bar and restaurant. During the interaction that follows, we identify the actual need and address it. Over a glass of juice, or cup of coffee and roasted peanuts, we quickly arrange and address their need, be it accommodation, a meal or other drink. 

    We have a couple of magazines that ground the welcome message.

     

     

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    Marion Pilmer

    We try to greet our Guests on arrival. Help them with luggage etc and offer them fresh Muffins to have with a cuppa on their arrival.  A friendly happy greeting showing them their Unit and always offering advice if required, on their trip and interesting and worthwhile places to visit on their travels. Advise on local sights, restaurants and amenities. Our garden is a place we share with our guests including fresh vegetables and fruits when available.

    We do not overstay our welcome and leave them to enjoy the peace and quiet of our lovely Serenety but allow them to know that if there i anything they need they only have to ask.

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    M Adamopoulou

    Hi Marion-Pilmer nice to have you here in the partner forum. I agree with you about leaving the guests to enjoy peace and quiet.

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    Jay

    This is a nice, helpful thread to be able to contribute towards. 

    I agree that first impressions count, so make sure the front garden is tidy and looking nice - a tremendous challenge during the winter months!  Lobby and communal areas not only look clean, but smelling fresh, too. 

    Welcoming the guests by their names, as well as introducing myself before checking them in - it adds to a more personal experience. 

    If they have small children, I give them juice drinks and chocolate bars/biscuits to their complementary tray - if it's raining and their day has been a washout, I'll mention they can come into the dining area and play some board games if interested.  Recently I received such lovely feedback after I noticed a young couple had some used bottles for their toddler and I asked if I could take them down to wash, rinse then put through the dishwasher, which they greatly appreciated. 

    One thing I make sure I do, if it's a late check-in, I have a bedside light on so that they aren't going into a dark room. 

    Once guests have checked in and I've shown them to their room, I wait a while then courtesy knock their door to check that they are happy with their room. Then I leave them to enjoy their stay. 

    At my B&B, while I offer a traditional English breakfast with locally sourced produce which is free-range, I will cook up something a little different for vegetarians if I am given some notice, such as homemade rosti baskets to put their eggs in, as well as homemade ratatouille.. some days I do little crispy roast potatoes, others bubble and squeak to accompany other breakfast items and it's always a joy to know that I have set my guests up for the day with a hearty breakfast. 

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    M Adamopoulou

    Hi!Jay and welcome to the forum.

    "I agree that first impressions count, so make sure the front garden is tidy and looking nice - a tremendous challenge during the winter months! "

    This is my private parking. We are up in the hill. When guests come to our property view cannot been seen so when the garage door opens and they see the view they are stunned.  If they come in the night they do not believe it. because everywhere  is darkness and suddenly thousand of lights pop up..

     

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    Jay

    Hi M Adamopoulou, thank you for the welcome. It looks incredibly pretty where you are, such a lovely parking area.  Unfortunately at my property, which is a B&B, I can offer no parking due to the heritage of the town/my property as it's a typical Victorian architecture where many properties don't have gardens, let alone space for parking which is a shame. But swings and roundabouts, the house itself comprises four storeys and is just one road away from the seafront. Roll on the spring and summer seasons :D 

     

  • Avatar
    M Adamopoulou

    Jay I have the view you have the seafront and the beautiful heritage property. Thats life we cant have everything.  

    Giving guests the best attention is what matters. A friendly welcome  with a big warm smile in our best outfit is much appreciated by guests and dont forget we never use the word "no" .....

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    Jay

    M Adamopoulou, oh for sure, I'm incredibly fortunate to have what I do and be able to share my guest house with people who would like to stay here. 

    I'm so in agreement insofar as making guests feel as if they matter and I care about their experience in my home/general visit. 

     

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