A hotel welcome message for guests is a short message, which serves to greet guests and provide them with important information. These messages can be delivered physically or digitally. Learning to write a high-quality welcome message for guests is important because it helps to shape first impressions of your hotel. The message can also help you to highlight services and generate revenue. In this article, you will learn how to write a great welcome message and have access to five free examples.
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What is a Hotel Welcome Message?
What is a hotel welcome message? Put simply, it is a short message, delivered to guests, welcoming them to the hotel and providing valuable information. It may also be referred to as a hotel welcome note.
A welcome message is similar to the concept of a welcome card or a welcome letter. However, it is not necessarily provided in a card format and it is not usually as long and detailed as a letter. A welcome message for a hotel guest may be printed or handwritten and given to them, or it may be sent digitally via email or SMS.
Welcome messages can be sent prior to the guest’s arrival, after they check-in, or at other points in the guest journey, but just after checking in is the most common option. The best messages are personalized, so they feel like they have been tailored to individual hotel guests and so the information provided is relevant too.
Why is a Hotel Welcome Message Important?
Why is a welcome message for hotel guests important? A message of this kind helps to set the tone in a hotel. It can have a significant bearing on a customer’s first impressions of the property and of hotel staff.
Depending on when and how the message is delivered, it will either be the first piece of communication from the hotel to a guest after they arrive, or it will be one of the first. For this reason, it is absolutely essential that the message has a friendly and warm tone and makes the guest feel at ease.
A hotel welcome message also has several practical uses too. It provides the most essential information for guests and can help to highlight key services. As a result, a great welcome message can potentially reduce friction for guests, persuade them to use specific facilities or hotel technology solutions and generate additional revenue.
What Are the Features of a Great Hotel Welcome Message?
A great hotel welcome message will be concise and use simple language, so it is easily understood by all guests. It will also feature an element of personalization so that the message is relevant to the individual.
It is essential for the message to have a friendly tone, but it can help if the use of language is also in keeping with the character of your hotel. For instance, if your latest hotel advertisement makes a point of highlighting how fun your property is, it makes sense for a welcome message for a hotel guest to project this same sense of fun.
The message should typically express gratitude for the customer choosing your hotel and should offer some useful information that may help guests to settle in. It is also a good idea to use your welcome message to make clear that your team are happy to provide assistance and that you always welcome questions, feedback and reviews.
7 Tips on How to Write Hotel Welcome Messages
Below, you can read seven useful tips on how to optimize your welcome message to hotel guests.
1. Prioritize Personalization
When messages are personalized, it means they are tailored to make them relevant to individuals. For instance, the message may address the guest by name or reference the type of customer they are.
Personalization is important in the hotel industry because it makes guests feel respected and valued as individuals. It also helps to avoid situations where customers receive irrelevant messaging.
Use your CRM software to tailor your hotel welcome message to guests and make them feel special.
2. Ensure the Tone is Positive
The tone of your hotel welcome message can have a big impact on how it is received. A positive tone can help to put guests in a positive headspace and also helps to make hotel staff seem more approachable.
Your welcome message will help to shape a guest’s first impressions of your hotel, so make sure that impression is a good one. A positive message can also help to ensure the guest actually reads it.
Try to come up with a message that is friendly, polite and optimistic in tone.
3. Make the Message Memorable
While a hotel welcome message is important, the truth is a lot of hotels will produce very similar-sounding messages. Therefore, if you can make your message truly memorable, you will stand out in the best way.
A memorable message can immediately impress a guest and help your hotel to form a meaningful connection. If you start off by impressing your guests, their entire experience is more likely to feel like a positive one.
Think about things you can include alongside your message. Perhaps a list of recommended restaurants in the area, or a gift of some kind. Small gestures can go a long way and can make the welcome feel more special.
4. Keep the Message Clear and Concise
Your message should make guests feel welcome and provide useful information, but it needs to be brief. It is best to keep a hotel welcome message to a few sentences, rather than multiple long paragraphs.
Keeping your message concise is essential for maximizing the number of guests who actually make the effort to read it. It is also important to respect guests’ time and avoid wasting too much of it.
Focus on the most important information and on using the right tone. Do not over-explain or include irrelevant details.
Video: 11 SUPER EASY HOSTING TIPS FROM 5 STAR HOTELS — IMMEDIATELY MAKE YOUR GUESTS FEEL WELCOMED!
5. Do Not Neglect Design Elements
In truth, a hotel welcome message is not only about the contents of the message itself. You also need to consider design elements, like fonts, logos and color schemes as well.
Design choices are important because they allow you to reinforce branding and can help to draw attention to the message. Poor design choices can also make it more difficult to read the message.
Try to present your message in a pleasing way, which is in keeping with your wider hotel marketing and branding strategy. Select a legible and professional font that also feels appropriate for the message.
6. Provide Valuable Information
While the primary purpose of a welcome message for hotel guests is to greet customers, you also want your message to be informative. Include relevant details about services, facilities and nearby attractions.
Remember, you want guests to get something out of your message. If you can provide them with interesting, useful and relevant information, you also start to build up a greater level of trust.
Highlight any new services you are offering and make it clear where to find major facilities in the hotel. You may also want to reference any hotel trends you have recently adopted.
7. Emphasize Your Willingness to Help
Use your hotel welcome message to make it abundantly clear that hotel management and all staff are willing and able to help. You should also clearly tell guests to request assistance if they need it.
Including this kind of messaging can be invaluable as it helps to avoid situations where an easily resolvable problem ruins a guest’s stay. The experience is more likely to be positive if guests have the confidence to speak to staff.
Of course, you also need to back up words with actions. Make sure staff are trained to deescalate and offer help and support. In situations where they cannot help, they should refer the guest to someone who can.
5 Hotel Welcome Message Templates
In this section, you can access five examples of hotel welcome messages, making it easier to create your own.
1. A Simple Pre-Arrival Hotel Welcome Message
[Guest Name], we’re looking forward to your arrival! You can check in from [Insert Time], and you can read up on our check-in procedures below, or download our free mobile app for an even faster arrival process. Please don’t hesitate to get in touch if you need anything to make your check-in easier. See you soon! The Staff at [Hotel Name]The Best Way to Welcome Guests to Your Hotel
2. Hotel Welcome Message for a Returning Customer
[Guest Name], welcome back to [Hotel Name]! We’re delighted to have you with us again. Since your last visit, we’ve updated our restaurant menu, so we urge you to check it out. Please get in touch with the front office on [Insert Phone Number] if you have any special requests. Our team is always available to help. Sincerely, [Your Name], [Your Job].3. A Basic Confirmation and Welcome Message
[Guest Name], thank you for your recent booking. The whole team at [Hotel Name] is excited for your arrival. Please read below for information about check-in times, or download our free mobile app at this link [Link]. If you have any special requirements or requests, please don’t hesitate to get in touch – The [Hotel Name] team.4. Hotel Welcome Message With Basic Information
Hello! Welcome to [Hotel Name]. We’re delighted you’ve chosen us. Our hotel restaurant is open from [Insert Times], while our bar is open from [Insert Times]. We also encourage you to check out our gym, indoor pool and spa services. If you require any assistance or have any feedback, please get in touch. Thanks again for joining us at [Hotel Name].
5. Welcome Message for a Guest With a Pet
Dear [Guest Name], welcome to [Hotel Name]. We’re glad to have you and your pet joining us. We understand how important it is for many of our guests to spend quality time with their animals and we hope you both enjoy your stay. We’re always happy to have pets visit our hotel, and we strive to be great hosts. In your room, we’ve provided two bowls, a bed, and some toys for your companion. However, for the safety of other guests, we urge you to please keep your furry friend on a leash in public area. Thank you for your consideration – The [Hotel Name] team.
Methods for Delivering a Hotel Welcome Message
A hotel welcome message can be delivered in a number of ways. The precise methods you opt for will depend on the type of hotel you run, the message you are trying to convey and your wider business values.
Many hotels will print their welcome message on a card or a sheet of paper and leave this in a guest’s room. Some even have a number of handwritten welcome messages, which are signed by the hotel owner. However, it is also becoming more common for welcome messages for hotel guests to be delivered digitally instead.
The two main digital options are email and SMS. Email is often preferred for slightly longer messages, or messages containing links to other content, while SMS is perfect for shorter messages. You could also deliver your welcome message via your own hotel app, but you need to be mindful of the fact that some customers may never download it.
Other possible options include using messaging apps, like Facebook Messenger and WhatsApp, or social media platforms, including Twitter/X, Facebook and Instagram. These options can often feel less formal, but that can work well for some hotels and it may also help to encourage guests to follow your social media channels.
Regardless of the method you use to deliver your welcome message to guests, keep it simple, friendly, and concise.
Understanding Hotel Email Marketing
Like with a hotel welcome message, your email marketing strategy relies upon clear and friendly communication. However, email marketing is a broad area, encompassing transactional emails, overtly promotional emails and other messages. It is an area of marketing with huge potential reach, but some pitfalls to avoid along the way.
In the “Hotel Email Marketing: Types, Strategies and Top Tips” article, you can find useful information to enhance your email marketing strategies and some practical tips to improve your return on investment.
How to Create a Hotel Welcome Letter
If you want to go into more detail than a typical hotel welcome message has space for, you might want to consider writing a welcome letter instead. This will provide you with more space to add key information. A letter can also seem more formal, which may appeal to luxury hotels or properties with a heavy focus on business customers.
In the “How to Write a Hotel Welcome Letter for Guests + 5 Free Templates” article, you can learn all about welcome letters, read tips for writing them effectively, and access some free letter templates.
A hotel welcome message is crucial for making a positive first impression, helping customers understand services, and maximizing your own revenue generation. Using the tips and examples provided, you can optimize your welcome messages and potentially boost guest satisfaction in the process.
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Revfine.com is a knowledge platform for the hospitality & travel industry. Professionals use our insights, strategies and actionable tips to get inspired, optimise revenue, innovate processes and improve customer experience. You can find all hotel & hospitality tips in the categories Revenue Management, Marketing & Distribution, Hotel Operations, Staffing & Career, Technology and Software.
This article is written by:
Hi, I am Martijn Barten, founder of Revfine.com. With 20 years of experience in the hospitality industry, I specialize in optimizing revenue by combining revenue management with marketing strategies. I have successfully developed, implemented, and managed revenue management and marketing strategies for individual properties and multi-property portfolios.
