Charming at the front desk gifts on arrival

Charming at the front desk gifts on arrival

Check-in is the first chance a hotel has to connect with its guests face to face, and some properties are able to provide services at the front desk to ease guests into the premises. Willows Lodge, in the wine country of Woodinville, Wash., greets its hotel guests with a complimentary glass of wine on check-in as a way to tailor the experience to what guests are traveling to the location for.

“On arrival, guests are given a glass of Distant Bay merlot,” said Mike West, director of operations for the hotel. “We chose Distant Bay because it is a local offering that you won’t be able to find on wine lists elsewhere, and if they don’t like wine or are restricted from drinking it due to pregnancy or other concerns we can provide them with cider, or even different choices.”

The most important aspect of this service is that providing Distant Bay is restricted to the front desk unless it is specifically asked for elsewhere on the property. “Having something you can’t find on other wine lists is nice and exclusive, and then guests come and ask for it at dinner, or even purchase a bottle, mostly based on that image.”

Virtual Event


Survival in these times is highly dependent on a hotel's ability to quickly adapt and pivot their business to meet the current needs of travelers and the surrounding community. Join us for Optimization Part 2 – a FREE virtual event – as we bring together top players in the industry to discuss alternative uses when occupancy is down, ways to boost F&B revenue, how to help your staff adjust to new challenges and more, in a series of panels focused on how you can regain profitability during this crisis.

When travelers arrive at their destination in Hawaii, the first thing they are traditionally given is a lei. This inexpensive gift exchange from the destination to the traveler helps make the event memorable. While most properties won’t be able to offer wine, they often go out of their way to leave newcomers with something, even if it is just some money off on a meal.

“We have candy bars, drinks and other items stashed behind our front desk for rewards members,” said Ron Gromoll, GM of the Best Western Plus Gateway Grand in Gainesville, Fla. “Guests like to take something away from that first interaction, and even if you  give them a coupon for an appetizer or a drink in the hotel restaurant they take a lot out of those interactions.”

Suggested Articles

Hospitality sector recovering as economy reopens. Hotels, along with other commercial properties, began to see rising foot traffic in late Spring.

A new survey by the American Hotel & Lodging Association found improvements to health and sanitation protocols at hotels would impact guests' comfort.

Research by tech provider Criton found 80 percent of guests would download a hotel app to check in, check out and get information about the hotel.