How Does a Guest Feel When They Arrive at a Hotel? The First Welcome | BHRI Blog

   A guest arriving at a hotel after a journey may experience a range of emotions all at once. The relief of having finally arrived, the excitement of the holiday beginning, the tiredness from the journey, and the anxiety of not knowing how they will be received all intermingle. In hotels, the guest reception process becomes more meaningful when it begins by recognising these emotions. This is because understanding what the person standing at reception needs at that very moment is the first step towards helping them.

   Imagine a family who have got up very early in the morning. They’ve made it to the airport, waited for their flight, looked after the children, and then taken another transfer journey to reach the hotel. When they step into the lobby, one of the children might be hungry, whilst the other might want to sleep. Mum and Dad, too, will want to drop off their suitcases and relax as soon as possible. Whilst this is a routine check-in time for the hotel staff, for that family it marks the end of an exhausting day.

   What’s more, not everyone comes to the hotel for the same reason. Whilst one guest is setting off on a holiday they’ve been looking forward to for months, another is thinking about the job interview they have the following morning. One person is travelling abroad for the first time, whilst another has spent hours driving. That is why a warm welcome should allow room to get to know the person in front of us and understand their immediate needs.

   One of the first feelings you experience upon arriving at a hotel is a sense of relief. One feels that they have finally reached the right place, that the journey is over and that they are about to rest. Being greeted at the door by a member of staff who takes an interest in them can enhance this sense of relief. Offering to help with luggage, showing them to reception or pointing out a place to sit makes those first few minutes easier. For a first-time guest in particular, simply knowing what to do is in itself a source of comfort.

   However, physical tiredness does not go away straight away. The guest may give brief answers to questions, ask to hear an explanation again, or react to a delay they would not normally mind. In such a situation, staff should try to understand what the guest needs. They may be thirsty, hungry or have been standing for a long time. A calm tone of voice and short, clear sentences can make communication easier.

   Alongside fatigue, there is also excitement. The guest may have looked at the hotel’s photographs countless times, imagined their room and planned the days they will spend here. Now they begin to compare what they see with that vision. Is the lobby, which looks spacious in the photographs, actually spacious? Is the warm welcome they were told about present here too? Does anyone know about the request they specified when making the booking? This first encounter gives them an idea of how their expectations regarding their stay will be met.

   Some guests may also have a more personal question on their minds: “Have I chosen the right hotel?” Those planning a family holiday, in particular, want everyone to be happy. They have set aside money for this stay, organised their holiday leave and made a decision from among various options. Being able to easily find their booking and having their questions answered clearly can help them feel more at ease about the choice they have made.

   Another feeling is uncertainty. Is the room ready? How long will the check-in take? Where do we eat? Is there anything available for the child? Where should we leave our suitcases? Guests may not ask all these questions out loud. Particularly if they do not speak the hotel’s language well or are unfamiliar with the area, they may find it difficult to ask for help even with a simple matter. If a member of staff provides clear guidance, this reduces that sense of uncertainty.

   Time is just as important as the amount of information provided here. Imagine someone who has just arrived from a journey being told, one after the other, about the restaurants, swimming pools, activities and all the hotel rules. They may not remember some of what they’ve been told. It might be more helpful for them to know, straight away, how to get to their room, where they can eat and who to contact if necessary. The other information can be presented in a way that makes it easy for them to access later.

   Guests also want to feel that they are being looked after. When a guest approaches reception, staff may be busy. Making brief eye contact and saying, ‘Welcome, I’ll attend to you as soon as I’ve finished with the current task,’ shows the guest that they have been noticed. Someone waiting quietly might think they’ve been overlooked or that they don’t know when they’ll receive assistance. Even a brief exchange during a busy period can make this first encounter much more comfortable.

   Emotions may fluctuate when the room is not yet ready. A guest who had been looking forward to resting during their journey may feel disappointed upon learning that they must wait again. Even if the hotel’s check-in time has been specified in advance, their fatigue at that moment persists. The member of staff should address the situation with understanding, explain the actual check-in time and outline the facilities available whilst the guest waits.

   In this situation, giving time estimates without verifying their accuracy can complicate matters. If a room described as ‘ready shortly’ is not ready at the expected time, the guest will be forced to ask again. A clearer approach is to check the status of the room, share the information you have, and state when the next update will be provided. Ensuring the guest is kept informed of developments, rather than promising an unconfirmed time, can help maintain trust.

   Of course, not everyone wants the same level of attention. Whilst one guest may enjoy a chat, another might prefer to retire quietly to their room. For a family with children, information about meals may be a priority. Someone returning from a long business trip, on the other hand, may wish to rest in their room and prepare for the next day. A question such as, ‘Would you like to rest first, or shall I give you a brief overview of the hotel?’ gives the guest the opportunity to express their own needs.

   The initial welcome is not solely the responsibility of reception. The information provided during the transfer, the approach of the person meeting guests at the door, the handling of luggage and the preparation of the room are all part of this experience. If a guest has indicated at the time of booking that they will be arriving late, this information must be passed on to the relevant staff when the shift changes. Having to repeat the same request to different people can add to the fatigue of travelling.

   When assessing this process, hotel managers can look at the guest’s experience from the moment they arrive at the door right through to their room. Is there somewhere they can sit whilst they wait? Can they get help with their luggage? Is it clear who will inform them if their room is delayed? Are staff able to communicate clearly and concisely, even during busy periods? These questions provide a good starting point for understanding the day-to-day operations of the initial welcome.

   One practical way to understand this is to observe the process in the lobby during a busy time. Seeing what information guests ask for repeatedly, where they pause and at what point they seek assistance can highlight areas for improvement. Comments in guest reviews regarding the welcome, waiting times and room preparation can also complement this observation.

A guest arriving from the road sometimes has very simple initial needs: to sit down somewhere, have a drink of water, find out how long they will have to wait, or get to their room and close the door. When the hotel staff recognise these needs, the guest may feel more at ease. That moment when they put down their suitcase and take a deep breath is a valuable opportunity to ensure their holiday or stay gets off to a good start.

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