How do you create a personalized welcome for your guests?

1 Know your guests

The first step to create a personalized welcome is to know your guests. This means collecting and analyzing relevant information about them, such as their names, contact details, arrival and departure dates, purpose of travel, special requests, preferences, and feedback. You can use various sources to gather this information, such as booking platforms, online reviews, social media, surveys, or direct communication. Knowing your guests will help you tailor your welcome message, offer personalized recommendations, and anticipate their needs.

2 Prepare your welcome message

The second step to create a personalized welcome is to prepare your welcome message. This is the first communication that your guests will receive from you, so it should be friendly, professional, and customized. You can use different channels to deliver your welcome message, such as email, text, phone, or video. Your welcome message should include the following elements: a greeting with your guests' names, a confirmation of their reservation details, a brief introduction of yourself and your property, a highlight of your unique selling points, and an invitation to contact you for any questions or assistance.

3 Welcome your guests in person

The third step to create a personalized welcome is to welcome your guests in person. This is the moment when you can make a lasting impression, establish trust, and create a connection. You should greet your guests with a smile, a warm handshake, and eye contact. You should also use their names, thank them for choosing your property, and express your enthusiasm to host them. You should then check them in smoothly, offer them a welcome drink or gift, and escort them to their room.

4 Show your guests around

The fourth step to create a personalized welcome is to show your guests around. This is the opportunity to showcase your property, highlight its features and amenities, and explain how to use them. You should also point out any special touches that you have prepared for your guests, such as a personalized note, a local delicacy, or a complimentary service. You should also inform your guests about the available facilities and activities, such as the restaurant, the spa, the pool, or the tours. You should also ask your guests if they have any questions or requests, and offer them your assistance.

5 Follow up with your guests

The fifth step to create a personalized welcome is to follow up with your guests. This is the way to show your guests that you care about their satisfaction, that you are attentive to their feedback, and that you are ready to solve any issues. You can follow up with your guests through various methods, such as a phone call, a text message, an email, or a visit. You should follow up with your guests soon after their arrival, during their stay, and before their departure. You should ask them how they are enjoying their stay, if they need anything, and if they have any suggestions or complaints.

6 Thank your guests and invite them back

The sixth and final step to create a personalized welcome is to thank your guests and invite them back. This is the chance to express your gratitude, to reinforce your relationship, and to encourage repeat business. You should thank your guests personally, with a smile, a handshake, and eye contact. You should also use their names, compliment them on their choice of activities or experiences, and ask them for their feedback. You should then invite them back, offer them a loyalty program or a special deal, and ask them to share their review online.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?