During check-in, what is a good way to personalize the experience for a guest?

• A. Asking what they are most excited about and tailoring responses toward that.
• B. Giving a generic welcome message.
• C. Immediately offering a sales pitch.
• D. Avoiding personal questions to respect privacy.

Answer: (A)

Personalization at check-in helps create a magical guest experience by quickly connecting with what the guest cares about. When you ask what they’re most excited about and tailor your responses toward that, you show you’re listening and eager to customize their visit. This makes the guest feel valued and guides you to share relevant tips, experiences, and recommendations that align with their interests, which sets a positive, memorable tone for the stay.

A generic welcome, while polite, doesn’t establish a personal connection. Jumping straight to a sales pitch can feel pushy and undermine the guest experience. And avoiding personal questions, though respectful of privacy, misses opportunities to tailor interactions and make practical, guest-specific suggestions.

So, starting by inviting them to share what they’re excited about creates a natural path to friendly conversation and helpful, customized recommendations that enhance their time on property.