In the world of hospitality, first impressions are everything. A warm and thoughtful welcome message is more than just a nicety; it’s an opportunity to set the tone for an unforgettable guest experience. In this comprehensive guide, we explore how optimising your hotel’s welcome messages at key guest journey stages can lead to increased satisfaction and operational efficiency. Learn to engage your guests with the perfect message from the moment they book to when they arrive.
A hotel welcome message is more than a polite greeting. It’s a strategic tool that offers multiple benefits, both for guests and hotels. By providing essential information and a touch of personalised hospitality, these messages can significantly enhance guest perception and streamline operations. When crafted effectively, welcome messages help reduce calls and emails, allowing staff to focus on creating an exceptional guest experience.
In addition to digital welcome messages, many hotels also use traditional formats like hotel welcome notes and hotel welcome letters to create a more personal and memorable first impression. These tangible touches often feel more thoughtful and are particularly effective in boutique hotels, luxury stays, and guesthouses.
Digital messaging might be the norm for many hotels, but welcome notes and letters on paper still bring a special touch that guests remember. They’re particularly effective in boutique hotels, luxury resorts, and bed-and-breakfasts – places where personal connections and thoughtful details make all the difference.
A hotel welcome note is a short, handwritten or printed message left in a guest’s room upon arrival. It’s often placed on the bed, bedside table, or desk – sometimes accompanied by a small gift like chocolates, a fruit basket, or a bottle of wine.
Example:
“Dear <Guest Name>,
Welcome to <Hotel Name>! We’re delighted to have you with us. Please let us know if there’s anything we can do to make your stay exceptional.
Warm regards,
<First Name> – Guest Services”
A hotel welcome letter is a more formal, detailed version of a welcome note. It often includes key information about the guest’s stay, such as check-out times, amenities, dining options, and contact details. Welcome letters can be personalised for VIPs, long-stay guests, or those visiting for special occasions.
Example:
“Dear <Guest Surname>,
Welcome to <Hotel Name>. We are honored to host you during your time in the city. Enclosed you will find details about our spa services, in-room dining, and concierge recommendations. Please don’t hesitate to reach out to our team for any assistance.
Sincerely,
<Name and Surname>
General Manager”
Whether you choose a brief welcome note for guests or a more detailed hotel welcome letter, these analogue options still play a meaningful role in hospitality today. However, guest expectations are evolving. With smart technology now a big part of daily life, many guests prefer to interact with similar tech during their hotel stays. In fact, an Oracle study found that 67% of travellers are interested in staying at hotels that use AI to deliver personalised service. The same study also revealed that 36% of guests would choose fully contactless, digital services, with staff available only when requested.
Many travellers now prefer receiving all the relevant information digitally before their trip. While email is still widely used, welcome messages on apps like WhatsApp are becoming increasingly popular. With higher open rates and instant delivery, they create a faster, more direct way to connect with guests.
The best approach is to send welcome notes to your guests both digitally and on paper. It’s a simple way to make them feel valued and set the tone for their stay.
The hospitality industry is facing numerous challenges, from staff shortages to evolving guest expectations. Automation offers a solution to these issues by simplifying and optimising processes and communication.
Traditional guest communication can feel repetitive and time-consuming for staff. By automating routine messages, HiJiffy allows staff to focus on high-value interactions, such as assisting in-person guests or solving complex requests.
For example, Kabannas Hotels answers 92% of questions automatically after implementing HiJiffy’s automation tools. This not only saved time but also translated into better face-to-face guest interactions.
With conversational AI, your messages are always polished and professional, no matter how busy your staff are. This consistency strengthens your brand identity, and every guest receives the same high level of communication.
Welcome messages present an excellent opportunity to introduce guests to added hotelier services. Craft subtle yet enticing messages to upsell offerings such as:
Automation ensures you don’t wait until the end of a guest’s stay to gather their thoughts. Friendly mid-stay messages can include satisfaction surveys to proactively address potential concerns.
Nothing frustrates guests more than feeling ignored or neglected. Automated welcome messages reassure guests that the hotel is prepared for their arrival and cares about their experience.
If you’re thinking about using AI to automate welcome messages for your guests, here are a few essential tips to build a strong foundation for your guest communications.
To make a real impact, it’s important to tailor your welcome messages to match different stages of the guest’s journey. Focus on two key types of messages:
Pre-arrival messages play a key role in setting expectations and building excitement. They offer guests important information about their upcoming stay and prepare them for a hassle-free arrival.
Template #1: Online Check-In Links
Make check-in easier and quicker by encouraging guests to complete the process online before arriving. Provide clear instructions and a simple link so they can finish in just a few clicks. Highlight the time-saving benefits to show how it enhances their stay.
Template #2: Parking information and arrival instructions
Share detailed directions to your property, including key landmarks and the easiest routes. Be upfront about parking details – such as availability, costs, and nearby options – helping guests feel prepared and stress-free upon arrival.
Template #3: Upselling Opportunities
Offer room upgrades, special packages, or unique add-ons that guests can book before their stay. Focus on the benefits: extra comfort, better value, or experiences they won’t want to miss.
Template #4: Hotel amenities and local attractions
Let guests know what your hotel offers—such as dining, fitness centres, or spa services—and share tips about local attractions, restaurants, or must-see spots nearby. It’s all about helping them make the most of their visit.
Template #5: Personalised greetings
Add a personal touch to your communication by using a warm, relatable tone. Address guests by name if possible and reference any preferences they’ve shared. It’s a small effort that makes a big difference in making them feel welcome and excited for their stay.
Sending pre-arrival welcome messages can help your hotel:
The on-arrival message is your chance to make a lasting impression. These messages welcome guests warmly, ensuring they have all the information they need for an enjoyable stay.
Template #6: Check-in details and Wi-Fi information
Share check-in details ahead of time and provide the Wi-Fi password as soon as guests arrive. It’s a simple way to make them feel welcome and ready to settle in right away.
Template #7: Local tips and suggestions
Give guests a stay to remember by sharing useful recommendations they’ll love – think standout restaurants, must-see attractions, or those lesser-known local spots. These thoughtful tips add a personal touch and help create a visit they won’t forget.
Template #8: Premium options worth considering
Let your guests know about offers like spa treatments, guided tours, room upgrades, or unique dining experiences. These extras make their stay more enjoyable and bring added value to your hotel.
Clear and useful on-arrival messages can:
HiJiffy delivers real results that hotels can count on. Many properties already benefit from its automated welcome solutions, making life easier for staff and creating a better experience for guests.
AI-powered automated welcome messages are a smart, practical way to deliver consistent and personalised greetings to every guest. They help streamline daily tasks, boost guest satisfaction, and even open up opportunities to increase revenue and guest retention. Using AI automation, hotels can keep up with what modern travellers want while simplifying things for guests and staff. Hospitality is all about creating meaningful, memorable moments that leave guests feeling valued – and that’s exactly what this approach delivers.
Personalised communication doesn’t have to be complicated. HiJiffy helps your hotel deliver efficient, welcoming messages that feel warm and genuine. Guests are happier, and your staff can focus on what matters most. Take a look at the recently launched Campaigns Manager, which makes creating and automating messaging your guests even easier and more powerful:
If you’re ready to reimagine how your hotel connects with guests, why not explore HiJiffy’s Guest Communications Hub for yourself? Book a call with one of our experts to check if our solution is the right fit for your hotel.
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Funding:
This project received funding from the European Union Horizon 2020 research and innovation program under Grant Contract No. 782509.
