Best Practices during hotel Check-in to make your Customers Happy

Check-in

It is the little things that add to the whole experience - Right from the ease of reaching your hotel, the warmth of the guard at your gate and the welcome when the guest steps out of the vehicle.

Greet Them Warmly

As the face of the property, every move that you make counts. Let your guests know that you are expecting them and be prepared. Look your presentable best, receive them warmly, offer a welcome drink and make arrangements to seat them during check-in formalities.

You might want to give them a complimentary kit consisting of a location map, to-dos and a welcome gift… something as simple as chocolates. It won’t cost you much but the simple gesture might just make its way to a review like this one:

Check In Innovatively

Why not use your property’s plus points to your advantage?

Check-in your guests at the garden, courtyard or the swimming pool. It will be a refreshing change for your guests and give them a glimpse of your property’s best features.

Move around and get innovative. Technology allows you to check-in guests using a tablet or a smartphone.

Ensure What They Book is What They Get

Maximum negative reviews are written because guest expectations are not met.

• Make sure that what the guest was promised during booking is what he gets in terms of amenities and room facilities.

• Ensure that there are no hidden charges.

This also means that your front desk executive or whoever will guide the guest has to be in the know of what was promised. There are several instances in a hotel stay where the guest is communicating with the owner before arriving and is suddenly met by ill-informed staff who mar the whole experience with no idea of what the guest is expecting.

Offer Express & Personalized Check-in

Any guest would prefer faster check-in to quickly enter their room and freshen up.

• Use technology to help you automate the check-in process. • You can have different counters for large groups - so that

individual check-ins are not delayed and the groups get undivided attention as well.

• In case check-in is getting delayed, keep them engaged with magazines or a list of local attractions they can read about.

• Guide your guest till their room and make them familiar with the facilities, instead of simply giving them the keys in their hands.

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