The welcome sets the tone for the whole visit, so make it prompt, warm and personal. Reading guests means noticing their body language, pace and mood, and spotting service cues, the small signals that show what they need next.
Why it matters
Welcomed guests relax and forgive small problems. Reading them well means you neither interrupt those wanting privacy nor miss those needing help.
Key ideas
The first seconds
Acknowledge guests the moment they arrive, even with a nod if you are busy. Being ignored at the door kills goodwill.
Reading mood
A guest checking their watch is probably in a hurry; a laughing group may want a slower pace. Match their energy.
Offer, don't assume
If a guest has a walking stick or a pushchair, offer help or a convenient table, but let them decide.
Step by step
- 1
Look up and smile as guests arrive.
- 2
Greet them within a few seconds.
- 3
Ask about their booking or how you can help.
- 4
Notice their mood and any needs.
- 5
Offer a table or option that suits them.
Do
- Use guests' names when they give them.
- Watch for cues such as a closed menu.
- Be calm with tired guests and lively with celebrations.
Common mistakes
- Don't greet guests while looking at a screen.
- Don't push conversation on guests giving short answers.
- Don't use one scripted welcome for everyone.
The situation
Late at night, a tired guest carrying a laptop bag walks into the hotel bar while on a phone call.
What a professional does
You nod and smile without interrupting. After the call, you offer a quiet table away from the counter and check back only when they look up.
Useful phrases
“Good evening, welcome. Do you have a booking tonight?”
“Would you prefer somewhere quiet, or by the window?”
Pro tip
As a guest approaches, take one second to read their pace and mood.
Quick check
A family arrives with a pushchair and a toddler. What might you offer?
Think about it, then show the answer
A table with room for the pushchair, away from walkways, and a high chair if available. Then let them choose.