Anyone who has ever talked to someone from the hospitality industry knows how important customer care is. Are the rooms comfortable enough? Have the guests been informed about the hotel’s services and amenities? Are there enough towels? There can never be enough towels.
Taking care of your guests is paramount to your success. More than 95% of people say that customer experience is the biggest consideration when choosing what brands to support. Basically, if you want to turn one-time guests into regulars, you need to make sure they’re completely satisfied with their stay.
And everything starts at the very beginning, with a simple, warm welcome message.
So what exactly is a welcome message? Sometimes known as a “welcome letter” or “welcome note,” it’s a short message intended to greet your guests and provide them with all the necessary information about your property. Some hotel owners print welcome letters, and some send them via email or SMS.
In any case, it’s a great way to make your guests feel welcome and appreciated while providing useful information. But a welcome message isn’t something you can create and forget. It’s the first step in the customer journey your guests will take. And you need to make sure it’s a smooth one.
By reaching out to the hotel guests at the beginning of their stay, you can leave a positive first impression that will hopefully extend through their stay at your property. First impressions do mean a lot. A lot more than you probably think.
For instance, did you know that it takes less than 7 seconds to form an opinion about a business? Customers can form a clear opinion about your website in just a few milliseconds. So if the first contact they have with your property is a warm, inviting welcome message, it’s more likely that they will form a positive opinion about you.
So ok, fine. First impressions are important. But there are other ways of leaving an impression. Especially in the hospitality industry. You can have the staff greet the guests when they arrive and offer a free drink. Or you can leave a small gift basket in their room. That would leave an impression, right?
But by the time the guests enter your lobby, they’ve already formed an opinion about you and your organization. You see, everything starts online. As Google reports, hotel searches have been up 92% in the last few years. Modern travelers will get in touch with the entire team way before they arrive at the property.
Here are a couple of reasons to start working on welcome messages for your guests as soon as possible:
A strong and warm welcome message will kick things off for your guests and mark the beginning of a memorable experience for them and their families. Great experiences lead to repeat visits, happy guests, and wealthy hotel owners.
According to Dictionary.com, hospitality is “the friendly and generous reception and entertainment of guests.” To show hospitality, your message should be warm, friendly and inviting. Thank the guest for selecting your property to stay in. Also, try to build excitement by telling them what they can do on- and off-site.
You can always talk about the local area. If there are any famous landmarks, restaurants, or attractions nearby, tell your guests about them. Give small details to answer any pending questions they might have. For instance, if there is free parking or a shuttle service, let them know.
There are also some things you definitely SHOULDN’T include in your welcome message. For instance, you shouldn’t go over hotel policies or terms they’ve agreed to when they booked a room in your hotel. That information can be included in the booking confirmation.
Moreover, try not to make the message overly long or use any trendy expressions. There’s a thin line between “cute” and “corny,” and it’s best not to cross it. You should keep the tone of the welcome message friendly and upbeat. However, be careful not to come off as too casual.
So how should you deliver your welcome message? On a silver platter? Should you hand-write each one and slide it under the door of each guest room? No, that’s not really the most… let’s say, efficient way of doing it. You need some help from technology to do everything correctly.
Both five-star attractions and small hotels deliver guest messages via social media, messaging apps, and email. You can use hotel messaging software to send a warm welcome message as soon as the booking is made.
But let’s not waste any time. Here are the most popular ways used by hotels to deliver welcome messages:
The method of delivering your welcome message won’t mean much if you fail to construct a compelling message in the first place. First impressions last forever. Remember that. The first experience with your brand will leave a lasting mark, so you don’t want to mess it up.
To make sure you create the perfect message for new guests, here are a couple of things you should do:
How do people get disappointed? When they get something different from what they expected, of course. So you need to set the tone right from the first message. Introduce yourself properly. Let the guests know you’re a human being, not just an establishment that will provide them with a room.
Don’t overall yourself either. Brands that stay consistent generate 20% more income than brands that don’t. If you say you’ll do something in your welcome message, then keep that promise. It can be something as simple as providing a free cup of coffee or replying to customer inquiries in a timely manner.
To maximize customer engagement and satisfaction, you need to ensure your guests are properly informed. Are there any big events near the hotel? Are you offering any special deals or discounts? Does the hotel have any amenities they should be aware of?
Answer those questions in your welcome message. Even if you already have all this information on your website, it’s still better to include them in a personalized message. It makes the customer feel closer and more connected to the brand.
While a vast majority of hotel owners wouldn’t risk sounding negative when talking to guests, many sound flat and unengaging in their writing. But if you want your guests to have a positive experience, you need to motivate them. Did you know that using certain words and phrases can help trigger a positive emotional response from readers?
Use words and phrases like “warm welcome” and “thank you for choosing us.” These types of words make a world of difference and can help set the tone for the entire stay.
If you need some inspiration, WordStream has a great list of over 100 positive brand words you can use to provoke the right emotions in your guests.
If you’re trying to come up with a welcome message for the first time, it’s only natural to try to include as much information as possible. But that’s not the way to go. It’s not that people are lazy readers – although some are – it’s that your guests don’t want to be bombarded with info.
Keep your message short and sweet. Say hi to the guest, welcome them to your hotel, and then offer a few tips about things to do in the area. And that’s it. No need to spew facts and figures for five more paragraphs. Keep the message under 5 sentences, and you should be alright.
Last but surely not least – you can’t forget to personalize your welcome messages. If you fail to do so, your guests will feel like they’re just another number in the system.
No matter your hotel size, you can always add a personal touch to your welcome messages. We’re talking everything from the subject line to the sign-off. You can also include a few of your favorite features in the hotel, or perhaps even add a special offer.
Research indicates that 8 out of 10 consumers are likelier to deal with brands offering personalised experiences and sending tailored messages. Guests, especially millennials and Gen Zers, appreciate when businesses take note of their tastes and personal preferences.
Besides the guest’s name, you need to include details like check-in date and time, room type, and other information that may be relevant to them. Adding this information to your message shows that you care about their individual needs, which goes a long way in building loyalty.
Even if you have a gift for writing, crafting welcome messages isn’t something most people have previous experience with. And we all know that doing anything for the first time feels intimidating to a degree. But there’s no need for it. We’re here to help.
Below, you can find examples of 5 distinctive hotel welcome messages. You can either make small changes and use them for your hotel, or you can use them for inspiration to come up with welcome messages of your own.
Example #1: Hi <name>, we are so happy you chose us for your stay. We can’t wait to make your adventure unforgettable!
Example #2: We are ready to make your stay the best one ever! Welcome <name> and enjoy your time with us.
Example #3: Welcome <name>! Our team is excited to make your stay special. Let us know if there’s anything you need and we’ll be here for you.
Example #1: Hello <name>! We understand that this is your first time visiting our hotel. Our entire team wants to wish you the warmest welcome and show you the best hospitality possible. Some of our top amenities are <list some>. Make sure to let us know if you need anything!
Example #2: Welcome <name>! We are so glad that you chose us for your stay. Our top priority is to make sure that you have the best experience with us. Please let us know if there’s anything we can do to make your stay even more enjoyable!
Example #3: Hi <name>! We are thrilled to have you here with us. We feel that this is a start of a very successful journey not only for you but for us as well. We promise to provide the best service and amenities for your stay. Please don’t hesitate to ask if there’s anything that we can do for you!
Example #1: Welcome <name>! We are so excited for you to join us on our social media page. Our goal is to connect with our customers and provide them with the best experience possible. Please let us know if we can do anything to make your stay even better!
Example #2: Hi <name>! We are glad to have you here with us. We strive to provide our customers with the best content and updates possible, so we would love to hear your feedback on how we can improve. Please don’t hesitate to ask us if there’s anything we can do for you!
Example #3: How are you <name>? We wanted to send you a short warm welcome from the management and other team members of <hotel name>. We hope you have an excellent stay here, and please let us know if there’s anything we can do to make it even better!
Example #1: Hi <name>! Thank you for visiting our website. Our team is here to help answer any questions and provide you with the best experience possible. Please let us know if we can do anything to make your stay even better!
Example #2: Welcome to <hotel name>, <name>! Our team is here to ensure that you have the best stay possible. Please don’t hesitate to contact us with any questions or concerns. We look forward to hearing from you and creating an unforgettable experience for you.
Example #3: Hello <name>! We are so glad that you chose to stay with us at <hotel name>. Our team is dedicated to making sure your new journey is as enjoyable and comfortable as possible. Please let us know if there’s anything we can do to make it even better!
Example #1: Welcome to <hotel name>, <name>! Our customer service team is here to help you with any questions or concerns you may have. We look forward to providing you with the best experience possible. Please let us know if we can do anything to make your stay even better!
Example #2: Hi <name>! Thank you for choosing to stay with us at <hotel name>. Our customer service team is available 24/7 to answer any questions you may have.
Example #3: Welcome to <hotel name>, <name>! Our team is dedicated to making your stay as enjoyable and comfortable as possible. If you need any help or advice during your visit, please don’t hesitate to reach out and let us know. We look forward to making your visit memorable!
A welcome message can be a really, really valuable asset for hotels. It’s the first thing a guest reads when they start their journey with you and is often the first step in beginning a positive customer experience.
With HelloShift, you can create personalized welcome messages tailored to each guest using our automated templates. That helps ensure that each guest gets a warm and friendly greeting as soon as they check in and helps them feel a little more at home. We also make it easy for you to track the success of your welcome messages, so you can see how they’re performing and what changes need to be made to improve the customer experience further. Make sure to schedule a demo for more information on how to get started with HelloShift!
Hotel guests receive automated texts powered by AI and are empowered with the convenience of self-service via digital hotel guidebook. Hotel teams work together with notes, tasks, and checklist software for hotels. Uptodate room status via Housekeeper mobile app.
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