Six Ways to Communicate Effectively with Guests
Six Ways to Communicate Effectively with Guests — Like a Family Member
In the hospitality industry (and honestly, in life), communication is everything. It's not just about words; it's about connection, trust, and warmth. As a founder working closely with resort owners, I've realized that the most successful hosts don't just “inform” their guests — they engage them, guide them, and make them feel like family.
Here are my six ways to communicate effectively with your guests, use them together to create a memorable experience that keeps them coming back:
1. In-Person — Look Them in the Eyes
Nothing beats an in-person interaction. When you talk to your guest face to face, look them in the eyes, smile genuinely, and listen deeply. In that moment, you're not just a manager or owner — you're a friend, a guide, someone who truly cares. Eye contact builds instant trust and shows that you're present, not distracted by a million other things.
2. Email — Still the Primary Business Channel
Despite all the new tools and trends, email remains the primary channel for official communication. Whether it's sending booking confirmations, special offers, or post-stay thank-you notes, email lets you reach guests professionally and directly. The key is to keep it personal and authentic — not robotic. Write like you're writing to a friend, and always invite them to reply or share feedback.
3. Snail Mail — Low to No Competition
In a world overflowing with digital noise, a handwritten letter or a beautifully designed physical postcard stands out. Snail mail has almost no competition today, which means it's a golden opportunity to surprise and delight. Imagine your guest receiving a thank-you note from your property in their mailbox — they'll remember you forever.
4. Phone — Text, WhatsApp, and Call
Your phone isn't just for taking reservations. Use texts, WhatsApp messages, and calls to keep communication warm and personal. A quick check-in before arrival, a thoughtful “How was your journey?” message, or a friendly call to guide them about local activities makes a world of difference. Guests feel cared for beyond just the transactional booking.
5. Video — Hand-Held, Human, Honest
People connect with faces, voices, and stories. Create simple, hand-held videos to introduce your property, show behind-the-scenes moments, or even personally invite guests. No need for fancy production — your sincerity is what shines. A short video can convey warmth and authenticity that text alone cannot capture.
6. Gifts — Like a Family Member
Lastly, never underestimate the power of a small gift. Whether it's a welcome basket, a local souvenir, or a special dessert, gifts make your guests feel like family. They say, “We value you, we're happy you're here, and we want you to feel at home.” It's not about the price — it's about the gesture and the feeling it creates.
Great communication isn't about pushing information — it's about building a relationship. When you communicate with guests as if they are part of your own family, they become your biggest fans, your best marketers, and your lifelong supporters.
If you focus on these six ways, you'll not only delight your guests — you'll build a brand that people love and remember forever.