Check-in is one of the more important moments in looking after guests.
There will already have been some contact before they arrive — the booking confirmation, automated messages, whatever questions have come up — but check-in is where the relationship is actually made.
1. Is the property ready?
The first rule of a good check-in is preparing well ahead of time. The cleaning team will have done their part: cleaning, disinfecting and setting the place up for the guest's arrival. Even so, there is nothing like walking through every room beforehand, so that nothing catches you out while the guest is standing there.
2. Amenities and welcome gift
Guests appreciate a welcome pack when they arrive. It is not compulsory, but it starts the stay well. It might be no more than a few local snacks, water and some fruit. Alongside that, we think the basics for the first day or two matter, so we leave loo paper, kitchen roll, napkins, coffee and washing-up sponges, plus shampoo and shower gel in the bathrooms.
3. Keep it brief, and prepare the information
Most guests arrive tired after a long journey, and the first thing they want is to rest. So be clear and keep it short, and get the check-in done without going into every detail. It helps to prepare a message you send once check-in is over, with the practical information and some suggestions of places and restaurants worth trying. Finish by making it clear you are available for anything they need during the stay.
4. The house manual
A house manual is what makes the point above work. It carries everything the guest needs, both during the stay and for checking out. Include how the recycling works, emergency numbers, places worth visiting, information about the property itself, and what to do on the day of departure.
5. Useful contacts
Beyond the emergency numbers in the manual, you can make a guest's stay easier by leaving contacts for activity companies in the area, transfer services, car, motorbike and bicycle hire, restaurants and places worth a visit.
