In the world of hospitality, first impressions are everything. A warm and thoughtful welcome message is more than just a nicety; it’s an opportunity to set the tone for an unforgettable guest experience. In this comprehensive guide, we explore how optimising your hotel’s welcome messages at key guest journey stages can lead to increased satisfaction and operational efficiency. Learn to engage your guests with the perfect message from the moment they book to when they arrive.
What you’ll find in this article:
A hotel welcome message is more than a polite greeting. It’s a strategic tool that offers multiple benefits, both for guests and hotels. By providing essential information and a touch of personalised hospitality, these messages can significantly enhance guest perception and streamline operations. When crafted effectively, welcome messages help reduce calls and emails, allowing staff to focus on creating an exceptional guest experience.
The hospitality industry is facing numerous challenges, from staff shortages to evolving guest expectations. Automation offers a solution to these issues by simplifying and optimising processes and communication.
Save time for hotel staff
Traditional guest communication can feel repetitive and time-consuming for staff. By automating routine messages, HiJiffy allows staff to focus on high-value interactions, such as assisting in-person guests or solving complex requests.
For example, Kabannas Hotels answers 92% of questions automatically after implementing HiJiffy’s automation tools. This not only saved time but also translated into better face-to-face guest interactions.
Provide consistency
With conversational AI, your messages are always polished and professional, no matter how busy your staff are. This consistency strengthens your brand identity, and every guest receives the same high level of communication.
Encourage upsells
Welcome messages present an excellent opportunity to introduce guests to added services. Craft subtle yet enticing messages to upsell offerings such as:
- Room upgrades
- Spa or dining packages
- Exclusive deals for hotel activities or tours
Collect feedback early
Automation ensures you don’t wait until the end of a guest’s stay to gather their thoughts. Friendly mid-stay messages can include satisfaction surveys to proactively address potential concerns.
Build guest trust
Nothing frustrates guests more than feeling ignored or neglected. Automated welcome messages reassure guests that the hotel is prepared for their arrival and cares about their experience.
If you’re thinking about using AI to automate welcome messages for your guests, here are a few essential tips to build a strong foundation for your guest communications.
- Keep it warm and friendly: Make your guests feel valued and welcomed, not like they’re engaging with a machine. Use clear, conversational language to create a friendly tone.
- Share useful details upfront: Provide key information like check-in times, parking options, or Wi-Fi credentials early to make their experience smoother.
- Pay attention to guest preferences: Use available data to tailor messages based on their past behaviour, preferences, or specific needs. Personal touches matter.
- Continuously improve: Track how guests respond to your automated messages. Use feedback and insights to fine-tune your approach for better results.
To make a real impact, it’s important to tailor your welcome messages to match different stages of the guest’s journey. Focus on two key types of messages:
- Pre-arrival welcome messages: Designed to build anticipation and prepare guests for a smooth check-in process.
- On-arrival welcome messages: These messages focus on making guests feel at home and informed about the facilities and services available to them.
Pre-arrival welcome messages
Pre-arrival messages play a key role in setting expectations and building excitement. They offer guests important information about their upcoming stay and prepare them for a hassle-free arrival.
Pre-arrival hotel welcome message templates
Template #1: Online Check-In Links
Make check-in easier and quicker by encouraging guests to complete the process online before arriving. Provide clear instructions and a simple link so they can finish in just a few clicks. Highlight the time-saving benefits to show how it enhances their stay.
Pre-arrival welcome message template: Online check-in
We look forward to welcoming you at (Hotel Name) tomorrow!
⏰ Your check-in is available from (HH:MM). Complete this form ahead of your arrival to skip the reception: (URL)
If you arrive early, we’re happy to store your luggage for you at the reception. 🧳
Safe travels!
(Signature)
Template #2: Parking information and arrival instructions
Share detailed directions to your property, including key landmarks and the easiest routes. Be upfront about parking details – such as availability, costs, and nearby options – helping guests feel prepared and stress-free upon arrival.
Pre-arrival welcome message template: Parking information
We look forward to welcoming you at (Hotel Name) tomorrow!
⏰ Your check-in is available from (HH:MM). Complete this form ahead of your arrival to skip the reception: (URL)
If you arrive early, we’re happy to store your luggage for you at the reception. 🧳
Safe travels!
(Signature)
Template #3: Upselling Opportunities
Offer room upgrades, special packages, or unique add-ons that guests can book before their stay. Focus on the benefits: extra comfort, better value, or experiences they won’t want to miss.
Pre-arrival welcome message template: Upselling
We look forward to welcoming you at (Hotel Name) tomorrow!
⏰ Your check-in is available from (HH:MM). Complete this form ahead of your arrival to skip the reception: (URL)
If you arrive early, we’re happy to store your luggage for you at the reception. 🧳
Safe travels!
(Signature)
Template #4: Hotel amenities and local attractions
Let guests know what your hotel offers—such as dining, fitness centres, or spa services—and share tips about local attractions, restaurants, or must-see spots nearby. It’s all about helping them make the most of their visit.
Pre-arrival welcome message template: Promoting hotel amenities
We look forward to welcoming you at (Hotel Name) tomorrow!
⏰ Your check-in is available from (HH:MM). Complete this form ahead of your arrival to skip the reception: (URL)
If you arrive early, we’re happy to store your luggage for you at the reception. 🧳
Safe travels!
(Signature)
Template #5: Personalised greetings
Add a personal touch to your communication by using a warm, relatable tone. Address guests by name if possible and reference any preferences they’ve shared. It’s a small effort that makes a big difference in making them feel welcome and excited for their stay.
Pre-arrival welcome message template: Personalised greetings
We look forward to welcoming you at (Hotel Name) tomorrow!
⏰ Your check-in is available from (HH:MM). Complete this form ahead of your arrival to skip the reception: (URL)
If you arrive early, we’re happy to store your luggage for you at the reception. 🧳
Safe travels!
(Signature)
Pre-arrival hotel welcome messages benefits
Sending pre-arrival welcome messages can help your hotel:
- Save time, focus on guests: Online check-ins and early sharing of information mean less work for your team and more time to focus on giving guests a great experience.
- Make guests feel at home: Removing uncertainties helps guests feel confident, welcomed, and ready to enjoy their stay.
- Lighten the workload for your team: By addressing common questions upfront – like location, check-in times, or amenities – you’ll cut down on repetitive queries and give your staff more time to focus on what really matters.
On-arrival welcome messages
The on-arrival message is your chance to make a lasting impression. These messages welcome guests warmly, ensuring they have all the information they need for an enjoyable stay.
Pre-arrival hotel welcome message templates
Template #6: Check-in details and Wi-Fi information
Share check-in details ahead of time and provide the Wi-Fi password as soon as guests arrive. It’s a simple way to make them feel welcome and ready to settle in right away.
On-arrival welcome message template: Check-in amd Wi-Fi details
Dear Welcome to (Hotel Name)! We’re excited to have you.
Check-in:
Our check-in desk is located in the (location) and opens from (HH:MM). Please have your ID and booking confirmation ready.
Wi-Fi:
Enjoy complimentary Wi-Fi during your stay. Simply connect to the network (Network Name) and use the password (Password).
If you need assistance or have special requests, reply to this message.
We look forward to your arrival!
(Signature)
Template #7: Local tips and suggestions
Give guests a stay to remember by sharing useful recommendations they’ll love – think standout restaurants, must-see attractions, or those lesser-known local spots. These thoughtful tips add a personal touch and help create a visit they won’t forget.
On-arrival welcome message template: Local tips and suggestions
Welcome to (Hotel Name)! While you’re here, take a moment to check out some of the great attractions nearby.
Our top recommendations:
(Attraction Name) – (Brief description, e.g., “Historic castle just 10 minutes away 🏰 If you book online, use promo code (PROMOCODE) for €5 off the admission tickets.”)
(Attraction Name) – (Brief description, e.g., “Scenic accessible walking trails with stunning views 🏞️ Don’t forget your water bottle to stay hydrated.”)
(Attraction Name) – (Brief description, e.g., “Vibrant local market open daily from 7AM. Try a mouth-watering selection of freshly baked local pastries 🥐”)
Need directions, tickets, or recommendations? We’re here to help. Just stop by the front desk or reply to this message, and we’ll sort it out for you.
Enjoy your stay and the best of what (Destination) has to offer!
(Signature)
Template #8: Premium options worth considering
Let your guests know about offers like spa treatments, guided tours, room upgrades, or unique dining experiences. These extras make their stay more enjoyable and bring added value to your hotel.
On-arrival welcome message template: Premium options
Make the most of your time at (Hotel Name) with these exclusive experiences:
Relax & Recharge: Indulge in a (spa treatment/massage package) at our (spa name).
Upgrade Your Stay: Upgrade your room for a more comfortable stay from extra €25/night.
Unique Dining: Savour a (special dinner/drinks menu) at (restaurant name or location).
Interested? Let us know by replying to this message.
We look forward to making your stay unforgettable!
(Signature)
On-arrival hotel welcome message benefits
Clear and useful on-arrival messages can:
- Create cross-selling opportunities: Let your guests know about on-site services and special offers they might not be aware of—it’s an easy way to boost revenue and elevate their stay experience.
- Boost guest satisfaction: When guests have the info they need upfront, they’re less likely to call the front desk repeatedly.
- Strengthen your hotel’s brand: Make your welcome message reflect your brand’s philosophy to create a stronger connection with your guests.
HiJiffy delivers real results that hotels can count on. Many properties already benefit from its automated welcome solutions, making life easier for staff and creating a better experience for guests.
Lake District Hotels
- Achieved a 70% reduction in incoming calls by answering FAQs with AI, and sending automated timely pre-arrival messages.
- Staff reported having more time to focus on guest service, while guests appreciated quicker check-ins and better access to information.
Hotel Sacher
- Reached a 96% automation rate, freeing up time for staff to deliver more personalised services during in-person guest interactions.
Sweet Accommodations
- Achieved a 30% increase in online check-ins using HiJiffy’s automated welcome messages and easy pre-check-in instructions.
Macdonald Hotels & Resorts
- Automated 100% of online guest communication, leading to improved workflows and guest satisfaction scores exceeding 80%.
AI-powered automated welcome messages are a smart, practical way to deliver consistent and personalised greetings to every guest. They help streamline daily tasks, boost guest satisfaction, and even open up opportunities to increase revenue. Using AI automation, hotels can keep up with what modern travellers want while simplifying things for guests and staff. Hospitality is all about creating meaningful, memorable moments that leave guests feeling valued – and that’s exactly what this approach delivers.
Welcome guests the smarter way with HiJiffy
Personalised communication doesn’t have to be complicated. HiJiffy helps your hotel deliver efficient, welcoming messages that feel warm and genuine. Guests are happier, and your staff can focus on what matters most. It’s a practical solution that works for everyone.
If you’re ready to reimagine how your hotel connects with guests, why not explore HiJiffy’s Guest Communications Hub for yourself? Book a call with one of our experts to check if our solution is the right fit for your hotel.
