When it comes to the hotel and B&B industry, what’s the secret of making guests feel at home? That feeling of cosy, comfy surroundings where the atmosphere is relaxed, warm, and friendly? A sense of belonging?

A sincere welcome goes a long way… Sincerity, warmth and caring are the keywords to ensure a guest’s feelings of belonging. It goes beyond words – it’s all about actions!

As a manager who welcomes the guests on arrival, you need to be genuine, positive, and reassuring. A warm hearty handshake makes a guest feel like they’ve made the right choice to stay. Introduce yourself, and give the guest a point of reference for any queries, reinforcing the feeling of relaxation and comfort.

You’re welcome!

• Friendly written confirmations of reservations prior to arrival create a feeling of belonging and expectancy.
• For travellers that book in late, a tray of snacks and homemade bread to last until breakfast the next morning, as well as a welcome note left in their room, goes a long way.
• For guests booking in with children, a little gift or sweet given to the child while signing in brings welcome relief to weary parents.
• A full list of contact numbers, services, menus etc, are an essential part of the complimentary stationery left in the room. Stationery including a pen, paper, envelopes, and possibly a complimentary postcard from the establishment are an inexpensive bonus.
• Having warm fluffy gowns and slippers for use in the room makes the guest feel as if they’re at home.
• A good quality set of bath salts, shampoo, soap, sewing kit etc, adds a touch of luxury.
• Leaving a hairdryer, torch, mosquito repellent, and an umbrella are also a nice touch.
• It’s also a good idea to ensure that the mirror is close to the plug and hairdryer, as often these are quite far apart leaving the lady unable to dry her hair using the mirror – which could lead to a disastrous hair day!
• Leaving chocolates and a note detailing the weather forecast for the following day on the pillows is an unexpected surprise and bound to put a smile on any guest’s face.
• Lastly, for the more premium establishments, while the guest is at dinner, the nightly turndown can be accompanied by leaving a lit fire with flowers strewn on the bed.

A home away from home

Another aspect to consider in the art of making guests feel welcome is that of accountability. Guests feel more comfortable when they know that their needs and requirements are taken seriously. They feel more at ease when they’re familiar with their host and the team taking care of them.

The wearing of name badges by staff members reassures guests because they can interact on a personal level and make sure they’re speaking to the right person equipped to handle the query that they have. The badge should state the name of the staff member as well as their function.

Customer satisfaction surveys which have the option of an anonymous response are helpful to improve not only the services offered, but allow guests an opportunity to either compliment or criticise. This gives guests the confidence that they have a right to be heard. It lets guests know their opinion is important to the establishment, and adds value to its success. The option of staying anonymous will ensure honestly and allow guests to speak freely, which is important for an effective survey.

At the end of the day, making a guest feel welcome is an inexpensive exercise in hospitality – a little friendliness and going the extra mile goes a long way! Strive to create a sense of luxury, warmth, and belonging for each guest – you’ll have a very satisfied customer who will support your establishment time and time again, telling all their friends and colleagues about the wonderful service and experience they received!