5 Common Mistakes by Hotels During Check-in and How to Avoid Them

The first in-person interaction at the property is what makes or breaks a customer’s valuable opinion about your hotel. Any mistake by hotels during the check-in process will have a ripple effect on the rest of guest's stay. Here are 5 common mistakes by hotels during check-in and how to avoid them:

1. A Poor Welcome at hotel during Check-in

The first few minutes at the hotel are crucial to create that long-lasting good impression on your guest. A poor welcome at hotel during check-in, such as not looking up from your computer, not offering a warm smile or friendly eye contact instantly makes the guests put their guards up. 

How can you avoid this?

It’s always ideal to have more than one staff member available to handle the volume of guests. Even if you’re busy at the time the guest walks in - make sure to acknowledge them through meaningful eye contact and a warm smile. Complimentary refreshments in the lobby are always a hit, too! Additionally, make sure your hotel reception is easy to navigate and doesn’t leave a first time guest feeling disoriented and scrambling for direction. 

Discover here Why hotels must offer online check-in by 2022.

2. Failing to Innovate

Still using spreadsheets to maintain guest information? Or worse…are you using actual registers? While old school may be considered charming in many ways, it is definitely a no-no in the hospitality industry. Travelers are constantly looking to maximize their time and they would hate to lose out just because you’re stuck in your old ways.

How can you avoid this?

Innovate by embracing a digital transformation! Keep an eye on what’s trending in the industry  and how to improve your business processes to make them more efficient - both in terms of time and money. Set yourself up for success by implementing valuable software solutions and automations during the check-in process. 

Check our blog on Smart Technology in Hospitality: NOT the End of Customer Interaction!

3. Not Prioritizing Guest Information

So you extended a warm welcome to your guest, used tech to speed up the check-in process and happily showed the guests to their room. They walk in and see a welcome note on the TV screen. They’re about to take a photo for Instagram - except you spelled their name incorrectly and now they’re judging your professionalism. 

How can you avoid this?

Everyone makes mistakes, but being in the hospitality business, it is important you put in that extra effort to prioritize guest information. Automated check-in wherein guests get to type in their own details is a great way to ensure there’s no broken telephone inconsistencies in the information. 

Here you can find more information about online check-in for hotels.

4. Rigid Check-in Policies in the Hotel

Your guests are likely exhausted and would just like access to their room so they can freshen up, get rest and then get going with their planned activities. A most common guest grievance is being made to wait to get access to a room or being forced to check-out at a fixed time when they could really use some extra hours (especially if they have checked in less than 24 hours ago).  This grievance often translates as poor customer reviews. 

How can you avoid this?

Once again, avoid canned responses and address the individual needs of the guest. Offering flexibility on check-in and check-out policies goes a long way in delivering a remarkable guest experience.  

Read more on Top 3 Reasons Why 90% of Positive Reviews Stem from a Good Check-In

5. Offering Canned Responses during Hotel check-in

This one is applicable to hotel’s customer service at all times - before check-in, at check-in, during the stay and after check-out. Regurgitating the same standard response to every guest is not only going to make your staff sound like robots/broken record players but it is also going to make your guests feel unheard and unseen. 

How can you avoid this? 

Every guest is unique in their needs and it’s high time hotels treated them as such. Instead of offering ‘one-size-fits-all’ type of answers, it’s vital that hotels truly listen to the guest, acknowledge their individual situation and needs, and offer a custom solution/response to it. Personalization is the key!

Check our article on 12 Super Simple Ways to Improve the Guest Experience.