Creating Unforgettable First Impressions

The moment a guest arrives at your property, their first impression is already forming. From the warmth of your welcome to the little details in their room, everything sets the tone for their stay. A strong first impression not only makes guests feel valued but also increases the chances of positive reviews and repeat bookings.

Think about it—when was the last time you visited a place that made you feel instantly at home? Was it the friendly host? The refreshing welcome drink? Or maybe the cozy ambiance that felt just right? Small but thoughtful gestures create a lasting impact.

Real-World Example

A boutique farmstay in New Zealand greets every guest with a personalized wooden keychain, engraved with their name. It’s a small, inexpensive touch, but it instantly makes guests feel special. Many take it home as a keepsake, reminding them of their stay—and prompting them to return.

Strategies for a Memorable First Impression

Warm, Personalized Welcome: Greet guests by name, offer a refreshing drink, or provide a short tour.
Effortless Check-In: Streamline the process so guests don’t feel burdened with paperwork or long waits.
Thoughtful Room Setup: Ensure rooms are spotless, beds are neatly arranged, and small comforts like fresh flowers or a handwritten note are present.
Immediate Value Addition: Offer a guide to the best local spots, a map of your property, or a small welcome snack basket.
Friendly and Approachable Staff: Train your team to make guests feel comfortable and valued from the moment they arrive.

Worksheet: 10 questions

1. What is the first thing a guest experiences when they arrive?
2. Is your check-in process smooth and welcoming?
3. How do you personalize the arrival experience for guests?
4. Do you offer any welcome gifts or surprises?
5. Is your signage clear and helpful for guests navigating your property?
6. What kind of emotions do you want guests to feel upon arrival?
7. Have you ever received feedback about a first impression? What did you learn from it?
8. How do you ensure the first interaction with staff is positive?
9. What is one small, unique touch you can add to enhance first impressions?
10. If you were a guest at your own property, how would you rate the arrival experience?