Instant Guest Response Checklist for hotels

Pre-Arrival Preparation

Ensure all guest reservations are confirmed and updated in the system.

Review guest preferences and special requests.

Prepare welcome materials (e.g., brochures, maps, local attractions).

Check for any VIP guests and prepare personalized welcome amenities.

Here are some additional steps that could be included in the Pre-Arrival Preparation section

Verify payment details and ensure any deposits are processed

Confirm any additional services requested (e.g., transportation, dining reservations)

Review and update room assignments based on guest preferences and special requests

Prepare and print personalized welcome letters for guests

Ensure staff is informed about any special occasions (e.g., birthdays, anniversaries) for guests

Check the availability of amenities and services (e.g., spa appointments, special equipment)

Ensure all necessary supplies for welcome amenities are stocked and ready

Review local events or promotions happening during the guest's stay to share with them

Conduct a pre-arrival inspection of the guest's room to ensure it meets quality standards

Set up any requested in-room items (e.g., cribs, extra pillows) prior to arrival

Arrival Process

Greet guests promptly upon arrival at the front desk.

Confirm guest identity and reservation details.

Provide a warm welcome and offer assistance with luggage.

Present room keys and provide a brief overview of hotel amenities.

During Stay Engagement

Check in with guests within the first few hours of their stay.

Offer assistance with any immediate needs or questions.

Provide information on hotel services and local events.

Encourage feedback on room conditions and overall satisfaction.

Here are some additional steps that could be included in the During Stay Engagement section of your checklist

Personalize interactions by addressing guests by name and remembering preferences

Offer recommendations for dining options, activities, or attractions based on guest interests

Provide complimentary refreshments or snacks during the stay

Schedule a mid-stay check-in to ensure continued satisfaction

Share information about hotel amenities such as the gym, spa, or pool

Invite guests to participate in hotel-hosted events or activities

Ensure staff is readily available for any guest inquiries or requests throughout the stay

Follow up on any previous feedback provided by the guest to show responsiveness

Provide a special welcome note or small gift in the room for returning guests

Encourage guests to connect with the hotel on social media for updates and promotions

Issue Resolution

Monitor guest feedback through various channels (in-person, online, etc.).

Address any complaints or concerns promptly and professionally.

Follow up with guests after resolving issues to ensure satisfaction.

Document incidents and resolutions for future reference.

Departure Process

Confirm guest check-out time and process check-out efficiently.

Ask for feedback on their stay during the check-out process.

Offer assistance with transportation or luggage handling.

Thank guests for their stay and invite them to return.

Post-Stay Follow-Up

Send a thank-you email or message to guests within 24 hours of departure.

Request feedback through a survey or review platform.

Address any unresolved issues highlighted in feedback.

Keep guests informed about future promotions or events.