How technology improves hotel receptionist etiquette

Creating a positive first impression at reception is crucial for shaping the guest experience. A warm and attentive welcome makes a significant impact, especially when guests seek personalised and memorable moments. While the human touch remains vital, blending it with hotel technology is key to delivering an exceptional welcome. Want to improve your hotel receptionist etiquette with smart tech? We’ve got practical tips to get you started!

Why hotel reception etiquette is crucial and how to improve it

What makes a good welcome at your hotel reception?

Welcoming your guests goes beyond just saying “hello.” It starts with listening to their needs, offering a warm smile, and being readily available. Create a pleasant atmosphere from the moment they walk in. Every detail matters – cleanliness, decor, and even the scent can shape their first impressions. The goal is to make them feel valued and comfortable right from the start.

Why welcoming guests is so important?

The hotel reception is more than just checking in; it’s the first experience guests have with your hotel. This moment sets the tone for their entire stay and leaves a lasting impression. A friendly and professional welcome can boost guest satisfaction and loyalty, making them more likely to return and recommend your hotel. Focus on making this initial interaction memorable, and you’ll see the benefits for both your guests and your business.

Customer reception has never been more important for reviews. A warm, personalised welcome can lead to glowing reviews on Google or TripAdvisor and word-of-mouth recommendations, boosting your reputation. On the flip side, poor reception experiences, like unavailable staff or impersonal service, can spark negative feedback. Online reviews heavily influence travellers’ choices and can impact your future bookings.

Investing in a quality welcome isn’t just about immediate customer satisfaction—it’s a strategic move to build a positive and lasting reputation both online and offline!

10 tips for achieving top quality hotel receptionist etiquette

Want to make sure your guests feel welcome? Here are 10 straightforward tips for creating a memorable hotel reception experience:

1. Always welcome guests with a smile. It might seem obvious, but a warm smile sets a positive tone and helps guests feel at home right from the start.
   
   
2. Keep the reception area spotless. A tidy space makes a great first impression, complementing the receptionist’s friendly demeanour and enhancing the guest experience.
   
   
3. Pay attention to the details. Ensure the lobby is as inviting as your staff. Small touches like the right temperature, fresh flowers, and pleasant scents can significantly improve the overall hotel front desk experience.
   
   
4. Show genuine interest in guests. If they’re celebrating something special, acknowledge it! A kind word or a small surprise in their room can impress and delight them.
   
   
5. Offer a welcome drink. A hot or cold beverage or a sweet treat is a simple gesture that makes guests feel taken care of from the get-go.
   
   
6. Respond promptly to requests. Whether it’s a question or a complaint, quick responses show guests they are your top priority and build their confidence in your customer service excellence.
   
   
7. Communicate proactively. Anticipate guest needs before they even ask. Offer a tour, highlight your restaurant or spa, and share practical info to enhance their stay.
   
   
8. Share local tips. Enhance their local experience with your best recommendations, from must-see sights to hidden gems. Your hotel front desk insights can make their visit memorable.
   
   
9. Encourage guest feedback. Ask for their opinions and listen to their suggestions. This helps improve your service and shows guests their views are valued.
   
   
10. Invest in ongoing staff training. A well-trained team is crucial for offering quality service. Regular training ensures your hotel reception staff is confident, communicative, and ready to meet guest needs effectively.
    

A smooth welcome means no long waits, and technology is here to help. By streamlining online processes, you can cut down queues at the reception. But don’t worry about losing the personal touch! These tools are meant to enhance the hospitality experience. Want to know how? Let’s dive in!

Technology: your reliable partner in improving the hotel reception

We’ve just shared some tips to make your guests feel welcome. Now, let’s explore how technology can enhance this experience even more.

The hotel industry has embraced digital solutions like online check-in and instant messaging apps, making arrivals smoother and more enjoyable. These tools keep guests connected with the hotel throughout their stay, providing the support and care that truly stand out.

How to improve your front desk receptionist etiquette

In today’s fast-paced industry, using technology in the hotel reception area is key to delivering a standout customer experience. Want to give your reception a boost? Here are some tips to get the most out of tech tools:

• Train your staff in tech tools. Training is essential! Ensure your team is comfortable with the property management system (PMS) and other tech tools. When everyone knows their way around these tools, they can handle guest requests efficiently, creating a welcoming and professional atmosphere.
  
  
• Personalise your welcome using guest data. Hotel tech lets you tailor each guest’s stay. Use information like preferred room type or personal details to offer a welcome that makes guests feel recognised and valued – a certain way to boost loyalty!
  
  
• Set up simple communication tools. Modern tools like booking assistants allow guests to ask questions anytime, before or during their stay. With a solution like HiJiffy’s AI virtual concierge, guests can get info about your services, local recommendations, or report concerns with just a few clicks. These tools simplify the customer experience and lighten the workload for your staff.
  
  
• Optimise check-in (and check-out). Check-in is critical in hospitality. Reduce wait times by offering online check-in or a mobile app. Automatic terminals and QR code check-out systems let customers handle arrivals and departures quickly and on their terms. Show your hotel is modern and efficient. Tools like HiJiffy’s can send all the info customers need for check-in directly via WhatsApp.
  
  
• Gather and analyse customer feedback. Use automated surveys or instant feedback tools to capture guests’ impressions of their welcome. This feedback helps identify areas for improvement and adapt services accordingly. The sooner you act on their advice, the better your welcome will be!
  

Improving the onboarding experience with automated campaigns

Technology plays a big part in creating a great first impression, and automated campaigns are a perfect example. Sending personalised messages before your guests arrive – like booking confirmations or practical details – shows them they are in good hands. It sets the tone for a smooth experience and builds positive expectations before their stay even begins.

Here’s the best part: HiJiffy handles all of this for you. By integrating with your PMS, it uses guest data to automate communications effortlessly. Plus, it adds a personal touch through customisation, saving your team time while keeping things friendly and efficient.

Struggling to come up with ideas for your next automated campaigns? Here are five practical examples you can send to your guests before they arrive. Set the tone for a warm welcome and create a memorable experience—before they even step through your doors.

1. Make your guests feel at home: Booking confirmation

Hello, [Guest Name],

We have great news! Your booking is confirmed, and we can’t wait to welcome you from [arrival date] to \[departure date].

🕒 Check-in: from [time].
🚗 Parking: [information or link].
📍 Address: [address + link to Google Maps].

In the meantime, if you have any questions or special requests, please don’t hesitate to contact us. We’re here to help.

We look forward to making your stay unforgettable!

See you soon,

The [Hotel Name] team

2. Improve the hotel welcome experience: Transfer to the hotel

Hello [Name],

We’ve thought of everything to make your arrival as comfortable as possible! With our transfer service, forget the stress of finding a taxi and let us take care of everything.

How to book it? It’s very simple: reply to this message with your flight or arrival details, or give us a call at [number]. We’ll handle the rest!

We can’t wait to see you arrive with a smile,

The [Hotel Name] team

3. Enhance the welcome experience in hospitality: Personalised Offer – Room Upgrade

Hi [Name],

We have a proposal to make your stay even more special. How about enjoying a larger room or one with breathtaking views? 😎

Imagine relaxing with views of the [sea/mountains] or indulging in a little extra comfort with a touch of luxury.

The best part? It’s super easy! Simply reply to this message or give us a call on [number] to book your upgrade. We’ll take care of everything so you can enjoy an unforgettable experience.

We look forward to welcoming you soon to our hotel!

The [Hotel Name] Team 

4. Campaign to improve your hotel’s welcome: Local guide

Hi [Name],

Ready to discover the best-kept secrets of [city]? We’ve put together an exclusive guide with our favourite spots: the best restaurants and bars, unique activities, and hidden gems you simply can’t miss. 😎

Click the link below to explore our guide, organised into categories so you can easily find our recommendations.

👉 [Insert link to the guide]

Get inspired and get ready for a unique experience in [city].

See you soon,

The [Hotel Name] team

5. Campaign to improve the hotel welcome experience: Online Check-in

Hi [Name],

Great news! Your arrival is now easier than ever with our online check-in and digital key. Forget waiting in reception queues; you can head straight to your room and start enjoying your stay at your own pace. 😄

Here’s how it works:

Complete your online check-in before you arrive by clicking here (it’ll only take two minutes).

Once completed, you’ll receive your digital key directly on your phone 📱.

And that’s it! You’ll be able to access your room as soon as you arrive, hassle-free.

If you have any questions, just reply to this message—we’re here to help!

See you soon,

The [Hotel Name] Team

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These examples are ready to go, but feel free to adjust them to suit your hotel’s specific style. The goal is simple: to create a warm and engaging experience right from the start. With these campaigns, you’ll make every guest arrival memorable and set the tone for a great stay.

A warm welcome sets the tone for guest satisfaction and loyalty – it’s the first step toward a memorable stay. With the right tech, hotels can strike the perfect balance between efficiency and a personal touch. HiJiffy offers smart solutions that make greeting your guests easier and more effective. Make every arrival count and start building better guest experiences from the moment they check in.

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Hospitality is key to keeping guests happy and loyal. With today’s tech, hotels can greet guests efficiently while adding a personal touch. Using hotel tech solutions like HiJiffy can change how you welcome your customers. A proper welcome is the first step towards a great experience!