How to Train Your Hotel Receptionists to Improve the Guest Arrival Experience
The guest arrival experience is the first and most crucial touchpoint between your hotel and your guests. It can determine whether your guests will have a positive or negative impression of your hotel, and whether they will come back or recommend you to others. According to a study by Booking.com, 79% of travelers say that the arrival experience is important for their overall satisfaction with their stay. Moreover, a great guest arrival experience can increase your revenue by encouraging guests to spend more on your hotel amenities and services, and by generating positive reviews and word-of-mouth referrals that attract more bookings.
In this article, we’ll share some tips and best practices on how to train your hotel receptionists to improve the guest arrival experience and boost your brand reputation and customer loyalty.
Why is the guest arrival experience important?
The guest arrival experience is the first and most crucial touchpoint between your hotel and your guests. It can determine whether your guests will have a positive or negative impression of your hotel, and whether they will come back or recommend you to others.
Guests have high expectations when they arrive at your hotel. They want to be greeted warmly, checked in quickly, and shown to their rooms without any hassle. They also want to feel valued, respected, and appreciated. If you fail to meet these expectations, you risk losing their trust and loyalty.
On the other hand, if you exceed these expectations, you can create a lasting impression on your guests and make them feel at home at your hotel. You can also create opportunities to upsell and cross-sell your hotel amenities and services, such as spa treatments, dining options, or local tours. You can also encourage them to leave positive feedback on online platforms, such as social media or review sites, which can help you attract more potential guests.
According to a report by Cornell University, a one-point increase in online reputation score can lead to a 1.42% increase in revenue per available room (RevPAR). Moreover, a one-star increase in rating can lead to a 9% increase in average daily rate (ADR).
Therefore, improving the guest arrival experience is not only good for your guests, but also good for your bottom line.
What are the key factors of a great guest arrival experience?
A great guest arrival experience consists of several elements that work together to create a smooth, pleasant and memorable welcome for your guests. Some of these elements are:
Easy booking process with a discount
Your potential guests should be able to find and book your hotel online easily and securely, with clear and accurate information about your property and rates. Offering a discount or a special offer can also entice them to book with you and create a positive expectation for their stay.
You can use an online booking engine that integrates with your website and allows guests to book directly with you without any commission fees. You can also use an online travel agency (OTA) that showcases your hotel to a wider audience and increases your visibility. However, you should be careful not to overbook or underbook your rooms through different channels.
You can also offer discounts or special offers to your guests based on their booking behavior or preferences. For example, you can offer them a lower rate if they book in advance, stay longer, or book during off-peak seasons. You can also offer them free upgrades, complimentary breakfasts, or loyalty points if they are repeat customers or members of your loyalty program.
Pre-arrival communication
Sending an email notification just a day before the arrival can be a booster for the guest experience and revenue generator for your hotel. You can ask your guests to avail your hotel amenities, such as a spa or steam bath, or offer them a pickup service or a self check-in option. You can also inform them about the local coronavirus requirements and restrictions, and provide them with some insider tips on what to do and see in your area.
You can use an email marketing tool that allows you to send personalized and automated emails to your guests based on their booking details and preferences. You can also use a chatbot or a messaging app that allows you to communicate with your guests in real time and answer any questions they may have before or during their stay.
Early check-in option
Many guests appreciate the flexibility of checking in early, especially after a long and tiring journey. Offering an early check-in option can show your guests that you care about their comfort and convenience, and give them more time to enjoy your hotel facilities and explore your destination.
You can use a property management system (PMS) that allows you to manage your room inventory and availability in real time and assign rooms to your guests based on their preferences and requests. You can also use a mobile app that allows your guests to check in online and access their rooms with their smartphones, without having to wait at the front desk.
Seamless check-in process
The check-in process should be fast, easy and hassle-free for your guests. You should have their reservation details ready, verify their identity and payment method, and hand them their room keys or codes without delay. You should also explain the hotel policies and procedures clearly and politely, and answer any questions they may have.
You can use a PMS that integrates with your booking engine and OTA channels and automatically updates your guest information and reservation status. You can also use a point of sale (POS) system that integrates with your PMS and allows you to accept different payment methods and issue invoices and receipts. You can also use a guest feedback system that allows you to collect and analyze your guests’ opinions and suggestions during or after their stay.
Friendly and personalized greeting
A smile goes a long way in making your guests feel welcome and appreciated. You should greet your guests by addressing their names, using their preferred language if possible, and expressing your gratitude for choosing your hotel. You should also personalize your greeting by acknowledging any special requests or occasions they may have mentioned during the booking process, such as dietary preferences, accessibility needs, or birthdays.
You can use a customer relationship management (CRM) system that allows you to store and access your guests’ profiles and preferences and tailor your communication and service accordingly. You can also use a staff management system that allows you to schedule and assign tasks to your receptionists based on their skills and availability. You can also use a recognition program that allows you to reward your receptionists for their performance and achievements.
Offering hotel amenities and local information
You should make your guests aware of all the amenities and services that your hotel offers, such as Wi-Fi, breakfast, gym, pool, etc., and how they can access them. You should also provide them with some local information, such as maps, guides, brochures, or recommendations on where to eat, shop, or visit. You can also partner with local vendors and attractions to offer discounts or deals to your guests.
You can use a digital concierge system that allows you to display and promote your hotel amenities and services on a tablet or a TV screen in your lobby or in your guests’ rooms. You can also use a digital guide system that allows you to provide your guests with interactive and up-to-date information about your destination on their smartphones or tablets. You can also use a referral program that allows you to earn commissions from your partners for every booking or purchase made by your guests.
Celebrating special occasions
If your guests are celebrating a special occasion during their stay, such as an anniversary, a honeymoon, or a graduation, you should make it extra special for them by surprising them with a complimentary upgrade, a bottle of wine, a cake, or a card. This can show your guests that you pay attention to their needs and wants, and that you go above and beyond to make their stay memorable.
You can use a CRM system that allows you to track and record your guests’ special occasions and preferences. You can also use an email marketing tool that allows you to send personalized and automated emails to your guests before or after their stay to congratulate them or thank them for choosing your hotel. You can also use a social media platform that allows you to share photos or videos of your guests’ celebrations with their permission.
How to train your hotel receptionists to improve the guest arrival experience?
Your hotel receptionists are the face of your hotel and the key to delivering a great guest arrival experience. They should be well-trained and well-equipped to handle any situation that may arise during the check-in process. Here are some practical tips
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Hiring the right people with the right skills and attitude: When hiring new receptionists, you should look for candidates who have excellent communication skills, customer service skills, problem-solving skills, and attention to detail. They should also have a positive attitude, a friendly personality, a professional appearance, and a passion for hospitality.
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Providing regular training and feedback: You should provide your receptionists with regular training sessions on how to use the hotel software systems, how to follow the check-in procedures, how to handle different types of guests and requests, how to upsell and cross-sell effectively, how to deal with complaints and emergencies, etc. You should also monitor their performance and give them constructive feedback on what they are doing well and what they need to improve.
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Empowering them to solve problems and handle complaints: You should give your receptionists some autonomy and authority to solve problems and handle complaints on their own, without having to escalate them to a manager or supervisor. You should also provide them with some guidelines and resources on how to handle different scenarios and how to compensate or appease unhappy guests.
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Encouraging them to smile and use guests’ names: You should encourage your receptionists to smile and use guests’ names whenever they interact with them. This can create a friendly and personal rapport with your guests and make them feel valued and respected. You should also teach your receptionists how to pronounce and spell guests’ names correctly, especially if they are from different cultures or languages.
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Teaching them how to upsell and cross-sell: You should teach your receptionists how to upsell and cross-sell your hotel amenities and services to your guests, without being pushy or annoying. You should train them on how to identify guests’ needs and preferences, how to present the benefits and features of your offerings, how to overcome objections and close the sale, and how to track and measure the results.
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Rewarding them for their performance and achievements: You should reward your receptionists for their performance and achievements, such as meeting or exceeding their sales targets, receiving positive feedback from guests, or resolving difficult situations. You can reward them with incentives, bonuses, recognition, praise, or career advancement opportunities.
Conclusion
Improving the guest arrival experience is one of the best ways to enhance your hotel guest experience and gain a competitive edge in the hospitality industry. By training your hotel receptionists to deliver a warm, professional and efficient welcome that meets and exceeds your guests’ expectations, you can increase your guest satisfaction, retention, reviews, revenue and growth. Remember that the guest arrival experience is not a one-time event, but a continuous process that requires constant evaluation and improvement. So, keep looking for new ways to wow your guests and make them feel at home at your hotel.
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