Casino Host Introduction Letter Template
Providing a memorable guest experience is one of the most important goals for hoteliers today. To do this, hoteliers must get to know their guests and provide a personalized experience that goes above and beyond. One small, but important piece in providing this memorable experience is writing a compelling and personal hotel welcome letter. In this blog, we will discuss what to include in your welcome letter, provide an example of how to write a welcome letter for hotel guests and offer three free templates you can download and get started with today!
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What to Include in Your Hotel’s Welcome Letter
Personalize the Message
Beyond addressing your welcome letter to the guest by name, you can go a step further by leveraging the information stored in your PMS or CRM system. Say for example that you have a repeat guest returning to your property. In the opening of your letter, you can say “welcome back!” acknowledging that you recognize their return. Similarly, you could offer an added benefit for the returning guest, such as a pre-emptive late checkout. You could say something like “We value your continued patronage. To thank you for being a loyal guest, we would like to offer you an extended checkout time of 2 p.m. on [insert date of checkout].” It’s a minor, but proactive offer that could go a long way in creating a positive impression. The nice thing about creating personalized letters like this for returning guests is that you can still use one template for all returning guests. You can break it down any way you like, and create templates for different groups of guests, such as first time, returning, here for an event, etc.
Encourage Engagement on Social Media
Social media is an important piece of any hospitality digital marketing strategy and your welcome letter is an opportune time to encourage engagement. Throw a “P.S.” at the end of your letter and let your guest(s) know how they can find you on social media. To encourage engagement, include a reason they should tag you on social media. For example, put together a contest, where you award a free night or a discount on a second stay to the guest that receives the most likes on their Instagram post using your hashtag. Of course, you would have to work out the details of the contest such as defining the timeframe and coming up with a hashtag, etc. But that’s the fun part! At the end of the day, you’re looking to encourage engagement and promote brand evangelism.
Make it Easy for Guests to Reach Out
Most travelers know that if they need to reach the front desk to make a request, they simply hit “0” on their in-room phone. But what if the guest is lounging by the pool and realizes they need an extra towel or would like to make dinner reservations but doesn’t know the number of the on-site restaurant? You can make it easy for your guests to contact you no matter where they are by offering text messaging and social media messaging. Not only is texting convenient, it’s largely preferred. According to the Pew Research Center, one-third of Americans prefer texts to phone calls. The Mobile Marketing Association reported that there are over 350 billion text messages sent every month around the globe.
After implementing texting capabilities for guests, The Breakers, a luxury resort in Palm Beach, Florida, has seen impressive guest engagement. They receive about 100 text messages per day from guests for various requests, which has resulted in a higher overall level of guest satisfaction, according to Darren Hirsowitz, director of finance and business analytics at The Breakers Resort.
The welcome letter is the perfect place to introduce your texting capabilities and make it clear to guests that you are available to them via a variety of communication tools.
How to Format the Welcome Letter
Your welcome letter should be short and sweet and to the point. Guests aren’t interested in reading an anthology about your property to kick off their vacation. The letter should be helpful, informative and sincere, and should be infused with your brand’s personality.
For most welcome letters, the format will be pretty straightforward. There will be an opening (the welcome), a middle (where you offer helpful information about your property and/or the surrounding area) and the end (where you remind your guests how to contact you should they need anything). If you are running a specific promotion or looking to get something of particular importance across in your letter, a postscript (or P.S.) can be a great vehicle for that. People generally remember the first and last thing they read. And since a postscript sticks out in comparison to blocks of text, it is likely to get read, especially if a guest is skimming.
Sample welcome letter for hotel guests
Dear [insert first name],
On behalf of our entire staff, we would like to welcome you to our property. We are honored that you have chosen to stay with us and look forward to providing you with a memorable experience.
Casino Host Introduction Letter Templates
For your convenience, the [insert hotel name] offers several on-site amenities, such as the [insert name] and [insert name] and dining options including the [insert name] and [insert name]. If you’re ready to step out and explore the area, our hotel is conveniently located, within walking distance of a variety of popular restaurants and local attractions. You can find more details on everything the local area offers as well as additional information on utilizing on-site amenities in the [insert accompanying literature title]. If you’d prefer a digital summary of local restaurants and attractions, simply scan the QR code at the bottom of this letter.
If you need anything during your stay our staff will be pleased to assist you — morning, noon or night! Just call the front desk and we will be at your service. Or reach out to us via text at [insert number] or on Facebook Messenger [insert Facebook handle].
We sincerely thank you for choosing the [insert hotel name] and hope that you have a comfortable and pleasant stay.
Casino Host Introduction Letter Template Letter
Warmly,
[insert name]
P.S. – We’re on Instagram @ [insert handle] and Facebook @ [insert name]. Tag us in your posts and we’ll enter you into our monthly “free room giveaway” drawing! Winners are announced on the first of every month. Just use hashtag [insert hashtag]. Good luck!
[Insert QR Code]
Guest expectations today are high. Which is why providing a superior guest experience is at the top of the list for many hoteliers. A personalized welcome letter is one small, but important factor in delivering the guest experience that results in repeat visits and referral business. In fact, for hotels that are looking to provide a luxury experience, the handwritten approach remains the pinnacle of the welcome letter prowess.
In order to create a personalized stay that includes a unique welcome letter (be it handwritten or typed), hoteliers need a way to collect, store and access guest information. Hotel technologies that offer guest insights and preferences will help you deliver truly exceptional and personalized experiences.
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So you’re a casino host. Now what?
There are tasks and goals and guests and procedures, and some of them seem to be at odds with one another. Simply put, it’s a host’s job to balance all these things.
Your primary objective is to drive more trips or get more play from the best players at your property. The tasks and goals and guests and procedures are all parts of the whole role, which is to build relationships with players on behalf of your property in order to secure their loyalty and limit the amount of their gaming wallet that goes to your competitors.
As a rule, the relationships you build with your players will become second nature after a time. They may begin to feel like your actual friendships. You’ll learn which of your players are interested in what sort of events at your casino. You’ll figure out which ones want more comps than their play warrants (manage them carefully!) and which ones would rather just be left alone to play. It won’t take you long to remember what brand of smokes your best players prefer, and which restaurants each of your better players frequent. Who golfs, who owns his own business, who takes care of their grandchildren on weekends, who gets all worked up if you don’t return their call within a couple of hours…you get the idea.
But you have to start somewhere. Begin with a letter to any “new” players, meaning ones you haven’t yet met face-to-face. After a few days, give each guest a call to inquire whether they’ve received your letter and whether there is any service that you may offer to them. Have a calendar or list of upcoming events handy so you can tell them what’s going on, and note the events in which they seem interested. (That way, you know which ones to contact them for in the future.) Explain the services you can provide and ensure that the guest knows how to reach you when they need you. As a host, it’s your responsibility to provide the guest a touchpoint for your casino.
As a player’s host, you are his “inside man.” You should be able to get him a room or dinner reservations or show tickets or registration for a tournament or other event without him having to do more than ask you to take care of it. Afterward, relentless follow-up is required. Always return a guest’s call as soon as humanly possible and always do what you say you will do. If you’re making reservations, call back with confirmation that the task is complete, no matter whether the reservation is for today or in three weeks.
Work within the guidelines you’ve been provided, and remember that when you break a rule for a guest, you are, in fact creating a new rule. Players will share with one another what you’ve done for them, and others will begin to expect the same sort of consideration. Be diplomatic, and learn to say “no” and make it sound like “yes,” using the phrase, “what I CAN do for you is…” It’s never a good idea to create an expectation for something you can’t deliver.
Learn how to read player accounts well enough to quickly determine whether a guest will still be profitable after redeeming all his or her offers before providing additional incentives. If she redeems her room and meal coupons, downloads all her points for free play AND you give her a comp, how much of her play is left over as profit? Let that be your guide. As a general rule of thumb, don’t comp someone more than 10% of their average theo (or loss, if that’s a bigger dollar amount.) When you DO provide an extra incentive to a guest, be sure they understand whether or not such an incentive may be provided again in the future. Tell them what they need to do to get what they want.
Ask the other hosts on your team (particularly those who are more experienced) how they handle certain situations and take the best practices from among them to make your own. Every host is different in some ways from his or her counterparts, and because of that, your own signature approach will often serve you well. Learn from your mistakes and always ask someone you trust for help when you need it.
Remember always that your job is to get more visits or more play from the best players at your casino. The best hosts find a way to accommodate their guests without creating unrealistic expectations, learn to anticipate their guests’ needs, and accurately report on their activities so the property’s leadership understands the Player Development team’s contribution to the bottom line. The tasks and goals and guests and procedures are how you get there.
And have fun with your new role!