First impressions: the secret weapon of hotels that build loyalty

In the hotel business, it all starts with a smile. Even before they discover their room, your customers are already forming an opinion about your establishment. That's why a warm welcome is not just a protocol, it's a real driver of delight... and loyalty.

The first ten minutes: decisive for customer loyalty

As soon as the customer walks through the door of the establishment, everything begins: the general atmosphere, the smile on the staff's faces, the way they look at each other, the fluidity of the service provided. According to a number of customer satisfaction studies, a positive first impression significantly increases the likelihood of customer loyalty. It also reduces sensitivity to minor incidents during your stay: a good welcome cushions many things. First impressions: the secret weapon of hotels that build loyalty

‘You never get a second chance to make a good first impression.’ - Will Rogers, American comedian and actor

Common mistakes to avoid

1. Not making eye contact or smiling: a customer who is ignored is a frustrated customer.

   
   

2. Not explaining the wait: customers can wait... as long as they understand why.

   
   

3. Overly formal or impersonal language: human warmth takes precedence over administrative jargon.

   
   

4. Information delivered in a mechanical way: every arrival is unique and deserves personalised attention.

"The welcome is the first service a customer receives, and often the last memory they take with them". - Jean-Gabriel Pérès, former CEO of Mövenpick Hotels & Resorts

Good practice

1. Personalise the welcome: call the customer by name and refer to their previous stay if possible.

   
   

2. Look after the environment: a clean, bright and pleasant lobby is already a message of hospitality.

   
   

3. Provide regular training for staff: empathy, listening skills and courtesy are skills that need to be nurtured.

   
   

4. Be proactive: offer help with luggage, offer a drink, anticipate questions about how your stay will go...

"At reception, you don't sell a room, you set the tone for a stay. If we miss the welcome, everything else will have to catch up." - Élodie L., Reception Manager at an independent hotel in Lyons

A successful welcome: the promise of a great experience

In a sector where offers are multiplying and customers are comparing everything, emotion remains a powerful differentiator. A good welcome costs next to nothing, but it can pay dividends in the form of positive reviews, recommendations and, above all, repeat customers.