116. Checking-in: Doing It Better

For most travellers, when we arrive at the hotel, we would like to get to our room as quickly as possible. Perhaps in some resorts with expansive space, and with the consent of the guests, they may enjoy a leisurely tour of the compounds before reaching their room or villa. Still, it remains a universal truth that we want to settle in as soon as possible.

So please spare the guests the auto-scripted speech about all the outlets and their opening hours. The guests won't remember them all, I assure you. Perhaps breakfast timing matters a little more, although personally I have never found it critical. 

Besides, most of such information are already provided either on the keycard cover or in the room (either printed or digitally on iPad/TV). Myself, I would rather hear about the insider's tip (e.g. "breakfast on weekends tend to be busier especially during 9 - 10am; recommendation (e.g. "do try our complimentary tea session tomorrow as it's only available Tuesday and Saturday, and since you are checking out on Friday, Tuesday is the only day to enjoy it with your family.") 

The recommendation could be something outside the hotel too - e.g. "If you like modern art, there is this pop-up exhibition just 10 minutes from our hotel." Offer a relevant service (e.g. "Would you like me to check for the availability of babysitters or have more information about the kids club?" or simply "Would you like me to organise or book any dinner for you this evening?")

Most times, the hotel/room orientation provides basic information, regurgitated like a broken record and often, the speech is rushed through and the heart is not there. Usually it is a one-way communication where the employee speaks and the guests listen.

The best service demonstrate care and interest, where the guests feel positive and warmly welcomed. Ask good questions to find out more about them - but without delaying* the check-in process - and follow-up by anticipating their needs and exceeding their expectations. Plan for a surprise based on a tiny detail observed/learned during the two-way conversation.

My general rule of thumb for orientation: Ask, not just tell. Instead of telling guests the spa is on the 7th floor, ask what type of treatment (e.g. facial, oil massage, feet massage, body scrub) they enjoy. Rather than only informing about the nearest metro, ask if there are some specific places guests have in mind to visit, and offer to arrange the transport or provide more information (e.g. need to change lines? should they buy a prepaid card? ). Telling about the Italian restaurant's hours is fine but boring; why not ask if guests enjoy this cuisine and what is their favourite Italian dish?

P.S: If the room is not ready at check-in, the luggage should already be sent to the room by the time the guests reach. Do inform if there is any expected delay.


Reflective thoughts: What information matter to you at check-in? (apart from having complimentary room upgrade!) What would truly make a distinctive difference?

* How can service team engage with guests at check-in without causing further delay to the process?

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