How do you handle guest pre arrival?

Let's dive into 5 simple and effective ways how to improve the hotel guest experience in the pre-stay stage.
  1. Provide an easy booking process. ...
  2. Get in touch with your guests before their arrival. ...
  3. Let your guests customize their stay in advance. ...
  4. A smile goes a long way. ...
  5. Make it easy for your guests to reach out to you.




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An example of pre-arrival guest communication is sending a welcome message or email to customers a few days before they check in. You might mention what time they can arrive and the best ways to get to the location via car and public transport.

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Front desk staff will give the guest an introduction to the hotel. The guest will take note of amenities and regulations etc and ask any questions. The guest will be handed their keys/keycard. Luggage is taken to the room by the guest or hotel staff.

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Table of contents
  1. Establish eye contact.
  2. Dress to impress.
  3. Ask questions.
  4. A smile goes a long way.
  5. Offer to help.
  6. Be cordial even if you're busy.
  7. Make guests feel special.
  8. Indicate points of interest within the hotel.


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The Guest Experience Journey has 5 different distinct stages: pre-arrival, arrival, stay, departure, and post-stay.

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