Welcoming and greeting your hotel guests is an integral part of creating an excellent guest experience. But how can you get the best out of your front desk staff?
Giving your staff the right tools and resources is crucial if you want to make every guest feel valued and appreciated from check-in onwards. This is why we’ve created thirteen scripts for various check-in scenarios that help your team welcome and greet hotel guests.
The Importance of a Good Hotel Guest Greeting
Have you ever walked into a shop or hotel lobby only for staff to ignore or assist you reluctantly? Chances are that greeting left a lasting impression.
A good greeting sets the tone for your guest’s entire stay. It’s one of the most important parts of creating a positive guest experience. What’s more, a fantastic greeting could:
- Establish good rapport with the guest
- Set expectations
- Build trust and loyalty
- Ensure the guest has everything they need throughout their stay
What Does a Good Hotel Guest Greeting Look Like?
When greeting a hotel guest, your staff should be friendly, upbeat, and positive no matter the situation. Whether the guest is rude, the lobby is busy, or the staff member is stressed, greetings should remain consistent.
Begin by greeting guests with a smile, and by name (if known). Hold eye contact with the guest and be attentive throughout the interaction.
Hotel staff must have a good knowledge of your hotel, rooms, amenities, and products. This will ensure that your guests are as informed as possible and will help your staff upsell.
What Not To Do When Greeting a Guest
There are a few things that hotel staff should avoid when greeting guests:
- Multitasking:Your hotel staff need to focus on the guest in front of them during the check-in process. This will prevent your guest feeling neglected, ignored, or awkward.
- Rush the guest: While it's important to be efficient, hotel staff should avoid rushing the guest during the check-in process. They should take the time to ensure that the guest has all the information they need and answer any questions they may have.
- Assuming guest preferences: Hotel staff should avoid making assumptions about the guest's preferences or needs. They should ask the guest about their preferences and make every effort to accommodate them.
- Risk a guest’s security: Hotel staff should avoid saying a guest's room number out loud to protect the guest's privacy and security. This is because there may be other people around, such as other guests or visitors, who could overhear the room number and potentially use it to gain unauthorized access to the guest's room.
Technology’s Role in Greeting Hotel Guests
The right hotel technology can make the hotel check-in process a whole lot smoother for both staff and guests.
Contactless Check-In
Implementing a mobile check-in solution streamlines the arrival experience for guests by enabling them to check-in remotely from their mobile devices. It also enables hotels to add upsell offers and PCI-compliant fraud prevention tools to the check-in process.
Want to reduce front desk work by 40%, fraud by 75-90%, and increase guest satisfaction?
Demo Canary Contactless Check-in today!
Virtual Assistants
Hotels can use virtual assistants like chatbots or voice assistants to help guests check in, answer questions, and make requests, providing a more personalized and efficient experience
Guest messaging: Giving guests an easy way to contact you will help you improve the guest experience. Providing this option at check-in could help your guest feel comfortable that resolving a potential issue is just one message away.
Want to increase response times to guest inquiries by up to 50% and dramatically improve the guest experience?
Demo Canary Guest Messaging today!
Who is Responsible for Greeting Hotel Guests?
When it comes to greeting guests, your front desk staff are responsible. However, all hotel staff members should be trained on the proper etiquette.
This will help ensure that all guest-staff interactions are to a high standard.
13 Hotel Welcome and Greeting Scripts to Follow
Guest greeting scripts are essential tools for training staff. It helps prepare them for multiple situations and scenarios. Include these scripts in your standard operating procedures (SOPs) or incorporate them into your training.
1. Sample Script for a Guest Arrival at a Limited-Service Property
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. How may I assist you today?
Guest: Hi, I have a reservation under the name [Guest's Name].
Hotel Receptionist: Wonderful. May I please have your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you. We have you booked in a [Room Type] for [Number of Nights] nights. I'd like to go over a few details and answer any questions you may have.
[The receptionist proceeds to explain the hotel's amenities, check-in and check-out times, and any other relevant information]
Hotel Receptionist: Here is your key card to your room. You’ll find the room number written here.
Guest: Thank you.
Hotel Receptionist: You're welcome. Enjoy your stay at [Hotel Name].
2. Sample Script for a Guest Arrival at a Luxury or Full-Service Property
Hotel receptionist: Good [morning/afternoon/evening] Mr./Ms. [guest name], welcome to [Hotel Name]. How may I assist you today?
Guest: [Response]
Hotel receptionist: Thank you, Mr./Ms. [guest name], we're delighted to have you with us. I see that you have a reservation for a [room type] room. Our team has already prepared your room, and it's ready for you now. We offer complimentary breakfast, access to our fitness center and spa, and a 24-hour concierge service. Our concierges can provide personalized recommendations based on your preferences. Is there anything else I can assist you with?
Guest: [Response]
Hotel receptionist: It was my pleasure, Mr./Ms. [guest name]. I hope you have a wonderful stay with us. Please don't hesitate to contact us if you need anything during your stay.
3. Sample Script for When a Guest Arrives Early
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. How may I assist you today?
Guest: Hi, I'm sorry, I’m a bit early. Can I check-in now?
Hotel Receptionist: No problem at all! I’ll check to see if your room is ready. Can I please have your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you. Your room won’t be ready for another hour but please feel free to use our spa and restaurant in the meantime. We’d also like to offer you a complimentary co*cktail in our bar. Please let us know if there is anything we can assist you with during your stay.
4. Sample Script for When a Guest Arrives Late
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. How may I assist you today?
Guest: Hi, I'm sorry for arriving late. My flight was delayed.
Hotel Receptionist: No problem at all, we understand that these things happen. Can I please have your name and reservation details?
Guest:
[Provides details]
Hotel Receptionist: Thank you. Your room is ready for you and is located on the [Floor Number]. Please let us know if there is anything we can assist you with during your stay.
5. Sample Script for When a Guest Arrives as a Part of a Group
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. It's our pleasure to have your group with us today. May I please have the name of your group and the reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you for choosing to stay with us. We're excited to have your group here and we hope everyone will have an enjoyable and comfortable stay. If you need anything during your stay, please let us know and our team will be happy to assist you.
6. Sample Script for Greeting a Rude Guest
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. How may I assist you today?
Guest: [Rude response]
Hotel Receptionist: I'm sorry to hear that you're feeling that way. Is there something specific you need assistance with?
Guest: [Response]
Hotel Receptionist: I understand your frustration, and I would be happy to help resolve any issues you may have. Can you please provide me with your name and reservation details so we can better assist you?
Guest: [Response]
Hotel Receptionist: Thank you. Your room is located on the [Floor Number], and here is your key card. Please let us know if there is anything else we can assist you with during your stay.
7. Sample Script for When a Guest Arrives at Your Restaurant or Bar
Host/Hostess: Good evening, welcome to [restaurant/bar name]. How many guests are in your party?
Guest: [Response]
Host/Hostess: Great, we have a table available for you. Follow me, please. Here is your table. Can I get you anything to drink while you look over the menu?
Guest: [Response]
Host/Hostess: Excellent choice. I'll have your server come over shortly to take your order. Is there anything else I can assist you with?
Guest: [Response]
Host/Hostess: It was my pleasure. Please don't hesitate to let us know if you need anything during your meal.
8. Sample Script for When a Guest Has a Special Request
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. It's our pleasure to have you with us today. May I please have your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you for choosing to stay with us. We hope your stay with us will be an unforgettable experience. Our team is dedicated to making your stay as comfortable and enjoyable as possible. Is there anything else I can help you with?
Guest: I have a food allergy, and I was wondering if you could accommodate my dietary needs during my stay.
Hotel Receptionist: Absolutely, we take food allergies very seriously here at [hotel name]. I will make sure to inform our culinary team of your allergy and ensure that all of your meals are prepared accordingly.
9. Sample Script for Greeting a Guest With a Pet
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. Can you please provide me with your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you for staying with us. I see you have a furry friend with you. Can you please provide me with some details about your pet?
Guest: [Provides details]
Hotel Receptionist: Great, we're happy to have your pet here with you. We have some special amenities for your furry friend and a list of local pet-friendly attractions. Please let us know if you need anything else.
10. Sample script for welcoming a first-time guest
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. It's our pleasure to have you with us today. May I please have your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you for choosing to stay with us. We hope your stay with us will be an unforgettable experience. Our team is dedicated to making your stay as comfortable and enjoyable as possible. If you need anything at all, please don't hesitate to let us know.
11. Sample script for welcoming a returning guest
Hotel Receptionist: Good [morning/afternoon/evening], welcome back to [Hotel Name]. We're thrilled to see you again. May I please have your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you for choosing to stay with us again. We are excited to have you back. We hope you'll have a wonderful stay with us and please let us know if there is anything we can do to make your stay more enjoyable.
12. Sample script for welcoming a VIP guest
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. May I please have your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you. We understand that you are a VIP guest, and we would like to extend our warmest welcome to you. We have prepared a special room for you, and our team is here to assist you in any way possible to make your stay with us as comfortable and enjoyable as possible.
13. Sample script for welcoming a guest for a special occasion
Hotel Receptionist: Good [morning/afternoon/evening], welcome to [Hotel Name]. It's our pleasure to have you with us today. May I please have your name and reservation details?
Guest: [Provides details]
Hotel Receptionist: Thank you for choosing to celebrate your special occasion with us. We hope your stay with us will be an unforgettable experience. We've prepared some special touches to help you celebrate your occasion, and our team is here to assist you in any way possible to make your stay as enjoyable as possible.
Final Thoughts
Never underestimate the importance of a warm, upbeat hotel greeting. Though it could count for just a few minutes of the guest’s stay, it could leave a lasting impression. Use these scripts to inspire your workforce and improve the quality of your guest experience today.
Next up, discover 11 room selling techniques to increase your hotel revenue.
