Top 10 Front Desk Practices That Keep Guests Coming Back (and Leaving 5-Star Reviews)

alloralinen
Apr 24
6 min read

As a hotel or resort business owner in the Philippines, the front desk is the first point of contact for your guests. A positive first impression can set the tone for the entire stay, and if your front desk staff excels at their job, it can make all the difference between a good experience and a 5-star review. Guests are more likely to return if they feel welcomed, valued, and well taken care of, and the front desk is the ideal place to make that happen.

In this article, we'll dive into the top 10 front desk practices that can help keep your guests coming back, ensuring that your property is their top choice every time. Plus, we’ll show you how small improvements in your front desk operations can lead to glowing reviews and stronger customer loyalty.

Top 10 Front Desk Practices That Keep Guests Coming Back (and Leaving 5-Star Reviews)

1. Greet Guests by Name for a Personal Touch

One of the simplest yet most effective front desk practices is greeting guests by name as soon as they walk in. It creates an immediate sense of familiarity and helps establish a personal connection, making guests feel important and valued from the moment they step through your doors.

Example: A small boutique hotel in Baguio gained a loyal following after they trained their front desk staff to use guests' names during check-in. This personalized service helped them stand out from larger hotels where guests often felt like just another number. Guests appreciated the extra effort and left more 5-star reviews, noting the personal touch.

Link to Product: Make sure your front desk is fully equipped with the best supplies by checking out our hotel supplies.

2. Smile and Maintain a Positive Attitude

Guests can often sense the mood of your staff, and a smiling, friendly demeanor goes a long way. The front desk is the face of your hotel, and the attitude your staff portrays sets the tone for the entire guest experience. Always train your team to greet guests with a smile, even during busy times. It can turn a stressed-out guest into a happy one.

Example: A luxury resort in Palawan implemented a "smile first" policy. Front desk agents are trained to smile and maintain a positive attitude, even when dealing with complex or challenging situations. As a result, they noticed an increase in guest satisfaction and a boost in positive reviews.

3. Efficient and Fast Check-In Process

A smooth and quick check-in process is essential in keeping guests happy, especially after a long day of travel. The quicker the check-in, the sooner your guests can start enjoying their stay. Ensure that your staff is well-trained in the check-in procedure and that technology is used to streamline the process. If your hotel is in a busy area, having an express check-in option can also speed up the process.

Example: A mid-range hotel in Manila implemented self-check-in kiosks to reduce waiting times for guests. The addition of digital kiosks for simple check-ins not only sped up the process but also helped reduce long lines at the front desk, leaving guests satisfied with the efficiency.

External Link: Check out Hotel Tech Report for the latest in hotel tech that can help improve your check-in process.

4. Offer Local Recommendations and Concierge Services

Guests love insider tips about the best local attractions, restaurants, and activities. Your front desk staff should always be prepared to provide personalized recommendations for local experiences. This small touch makes guests feel more at home and helps them discover the area, which they will remember long after their stay.

Example: A hotel in Cebu worked closely with local tour operators to offer customized local experiences to their guests. Front desk staff recommended personalized itineraries that highlighted the city’s best hidden gems, leading to better reviews and repeat business.

Link to Blog: For more tips on creating local experiences, read our article on Building Strong Local Partnerships.

5. Maintain Clear and Effective Communication

Clear communication is key when it comes to addressing guest concerns or requests. Always ensure that your front desk staff is approachable, available, and able to answer any questions. If there’s a problem or request that cannot be resolved immediately, make sure the guest is informed and kept up to date. Overcommunication is often better than leaving guests in the dark.

Example: A resort in Davao implemented a policy where any request or issue from a guest was acknowledged within 10 minutes, even if a solution couldn’t be immediately provided. This approach improved guest satisfaction and helped them avoid complaints about poor communication.

6. Make the Check-Out Process Simple and Fast

Just as check-in is crucial, so is check-out. A smooth and quick check-out process leaves guests with a positive final impression of your hotel. Have your front desk team ready to assist with express check-out options, and ensure that guests don't have to wait in line when they're ready to leave.

Example: A hotel in Makati offered express check-out services for business travelers. Guests could drop off their keys in a designated box, bypassing the front desk altogether. This increased satisfaction among busy professionals who appreciated the quick service.

7. Be Proactive in Offering Upgrades or Special Requests

Guests love when they feel like they’re getting special treatment, so always be proactive in offering upgrades, amenities, or special requests. If you know a guest is celebrating a special occasion, offer them a free upgrade or a small token of appreciation. Little gestures like these go a long way in making guests feel valued and can result in glowing reviews.

Example: A hotel in Taguig took a proactive approach with birthday guests. They offered a complimentary room upgrade and sent a small birthday cake to their rooms. Guests loved the personal touch, and many wrote 5-star reviews praising the gesture.

Link to Product: Enhance the guest experience with our premium bed and bath linens.

8. Show Appreciation for Loyalty

Returning guests are the lifeblood of any hotel. Show your appreciation by offering loyalty programs or rewards for repeat guests. Front desk staff should be aware of returning guests and make them feel appreciated by acknowledging their loyalty. A simple “Welcome back!” can go a long way.

Example: A beach resort in Boracay implemented a loyalty program that rewarded repeat guests with discounts, room upgrades, and exclusive amenities. Front desk staff made sure to recognize returning guests, and this personal attention led to higher rates of return bookings.

External Link: Read more about creating a successful loyalty program in hospitality at Hotel Management.

9. Be Attentive to Special Needs and Requests

Not all guests will have the same needs, so being attentive to special requests is a must. Whether it’s an early check-in, dietary restrictions, or a specific room preference, your front desk staff should be able to cater to these needs and exceed expectations. The key is to anticipate guest needs before they ask.

Example: A luxury hotel in Cebu worked with their front desk team to create a special checklist for guests with dietary restrictions. By preemptively gathering guest preferences, they were able to serve personalized meals, which impressed many guests.

10. Always Follow Up and Encourage Feedback

The front desk is a key opportunity to gather feedback from guests. After check-in, encourage guests to let you know if they need anything. At check-out, ask about their experience. This shows that you care about their opinion and helps you continuously improve your services.

Example: A resort in Palawan trained its front desk staff to follow up with guests mid-stay to ensure everything was going well. This proactive feedback loop led to better guest experiences and fewer negative reviews.

Link to Blog: To learn more about maintaining excellent guest service, check out our article on Hospitality Best Practices.

Conclusion: Creating Unforgettable First Impressions at Your Front Desk

Your hotel’s front desk is the first and last point of contact for your guests. It’s where you set the stage for the entire guest experience. By focusing on efficient, friendly, and personalized service, you can ensure that your guests leave with a smile on their faces and a 5-star review.

The practices outlined above are not just about creating good service—they’re about creating an unforgettable experience that guests will talk about long after they’ve checked out. Implementing these strategies will not only boost your hotel’s reviews but also help build a loyal customer base that keeps coming back for more.

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