First impressions matter, and hotel workers are experts at noticing the small details that guests may not even think about. The moment you step up to the front desk, staff members assess everything from your attitude to your luggage, helping them anticipate your needs and provide the best possible experience.
Their observations are usually harmless, but they can influence the service you receive. Here are the things hotel workers often notice right away when guests check in.
Attitude and Demeanor
A guest’s attitude is often the first thing hotel staff notice. Some arrive with a smile and a friendly hello, others appear frustrated and impatient, but either way, their mood sets the tone for the interaction. Politeness and kindness typically lead to better service, as staff members are more motivated to go the extra mile for guests who treat them with respect.
Luggage and Personal Belongings
The type and amount of luggage a guest brings reveals a lot. A single backpack might suggest a minimalist traveler, while multiple suitcases could indicate a longer stay or a family vacation. Expensive designer luggage might ensure those belongings are handled carefully.
Conversely, well-worn bags likely indicates a budget-conscious visitor, though this doesn’t affect the quality of service provided.
Dress and Appearance
The clothing and grooming choices of guests provide hotel personnel with clues about their purpose for visiting. A sharp business suit suggests a corporate traveler who values efficiency, while casual beachwear signals someone ready to relax.
Level of Preparedness
Hotel workers quickly notice whether guests arrive organized or flustered. Those who have their ID, credit card, and reservation details ready make the check-in process smooth and efficient.
In contrast, guests who fumble through bags to find their documents might receive a bit more patience and assistance.
Travel Companions
Do guests arrive solo, as a couple, or with family and friends? Hotel workers will take note. Solo travelers often prefer privacy and minimal interaction, while couples may appreciate romantic amenities like champagne or upgraded rooms.
Families with young children could require extra towels, cribs, or kid-friendly activities, and groups of friends might be there to celebrate, prompting staff to gently remind them of noise policies.
Time of Arrival
The time guests arrive can offer clues about their travel experience. Early check-ins might suggest long flights or red-eye journeys, prompting staff to prioritize room readiness. Guests arriving late at night may appreciate a quick, no-fuss check-in, while those who show up close to midnight will likely be offered snacks or extra amenities to help them settle in after a long day.
Requests and Special Accommodations
Special requests often give hotel staff insight into a guest’s preferences and expectations. Dietary restrictions, room preferences, or specific bedding needs help them to personalize the experience.
Regular travelers may have more specific requests, such as extra pillows or blackout curtains, while first-time guests probably need more information about hotel amenities.
Body Language and Eye Contact
Nonverbal cues speak volumes. Hotel personnel are trained to read body language, which helps them gauge guests’ comfort levels and emotions. Avoiding eye contact or fidgeting probably indicates nervousness or frustration, while relaxed posture and genuine smiles suggest ease and satisfaction.
Method of Payment
How guests choose to pay can reveal practical details about their trip. Using a corporate credit card usually indicates business travel, while a personal card suggests leisure. Some guests prefer to prepay for their stay, signaling a desire to avoid surprises, while others may request to split charges among multiple cards.
Accent and Communication Style
A guest’s accent or choice of words can sometimes hint at their background or travel origin, helping staff tailor their communication. International visitors might appreciate additional information about local customs or nearby attractions, while guests from different regions within the U.S. may have unique preferences.
Membership or Loyalty Status
Hotel workers pay attention to loyalty program memberships, as frequent guests often have specific preferences. Members of elite tiers may receive complimentary upgrades, late check-outs, or welcome amenities.
Recognizing loyal guests helps staff personalize their experience and foster long-term relationships.
Travel Purpose
Whether guests are traveling for business, leisure, or a special event, hotel staff will be taking note. Business travelers are likely to appreciate quick, efficient service and reliable Wi-Fi, while vacationers will probably seek local recommendations and spa services.
Guests attending weddings, conferences, or family reunions might require specific amenities or event-related information.
First Impressions of the Hotel
Guests’ initial reactions upon entering the lobby are often visible, and hotel staff notice these expressions. A smile of appreciation for elegant décor or a quick glance around to locate the front desk offers clues about guests’ expectations.
Tone of Voice and Word Choice
The way guests speak, both in tone and choice of words, will indicate their mood and expectations. A friendly, upbeat tone often leads to warm, personalized service, while a more reserved or formal approach prompts staff to maintain professionalism.
Level of Experience
Seasoned travelers often move through the check-in process with ease, knowing what to expect and requesting specific amenities. First-time guests may need more guidance, prompting staff to provide additional information about hotel facilities, local attractions, and dining options.
Recognizing a guest’s experience level helps staff tailor their approach, ensuring everyone feels comfortable and well-informed.