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Section 4: Dealing with Guests
4.2. Reception, Arrival and Check out

4.2.3. Provision of Information

Once settled in their new surroundings your visitors will most likely become curious about the area. A guided tour through the facility can be done just after moving in the room – of course, only if the guest is interested. Guests especially appreciate it if the host or the receptionist establishes a personal friendly contact during such a tour. You should listen carefully to the comments and improve if you see shortcomings in your style of introduction. In the end, a small leaflet with information on your services, meal serving hours, house rules, etc.can be handed out. This will prevent an unlimited number of questions and will save you a lot of time.

If your guests are new in the area, they need some orientation in the surroundings and suggestions about what they can do. To make your guests to enjoy themselves, you should anticipate which information your guests will need/like to have, and provide it. Below you will find a list ofinformation needed at the accommodation. The major part of the list items should be available at the reception. A part of it can be placed on the website/in the brochure or provided to each tourist individually upon arrival in the form of a leaflet or a mini-folder.

Information to be provided at the accommodation:

Basics about accommodation services:

  • Opening hours, services provided
  • There is nothing more irritating than waiting or asking for basic information about the services. Normally, tourists shall get this information at home when booking. At the reception they shall receive a brochure or see this information placed at a well-visible spot at the reception
  • A list of all the services provided at your accommodation, including the most insignificant ones, should be accompanied by the schedule, hours, and prices
  • House Rules, incl. compensation for damaged and lost property, rules of behavior in the soft form, procedures in case of violating peace and order, cleanliness, etc., statement of liability in case of accidents, etc.
  • Tourist entertainment information
  • Maps of the region
  • These can be maps of the villages, mountain ranges, etc.
  • Detailed maps of recommended trails
  • Comments and brief description of the routes nearby will make it possible for the tourists to go on their own to discover and enjoy the area. Always mention the degree of difficulty and the time needed by an average tourist for each trail
  • General information about the region
  • The history, architecture, local traditions and rituals, flora and fauna of the region and a lot more can be interesting for your guests. The presentation of such materials could be done in a variety of forms, e.g., as a passport of the region – a convenient booklet of a pocket size containing all the essential and fascinating information
  • Overview of nature attractions
  • To keep the guest longer at your accommodation, always provide them with some tips on what to do. Maps with marked locations of viewpoints for making pictures, cliffs, caves, landscapes should be preferably accompanied by description and interesting facts
  • Overview of other sites of tourist interest
  • These can include maps and descriptions of historical, archaeological, architectural, cultural sites
  • Overview of sports activities and infrastructure
  • Maps with location of water sport, horse riding, skiing facilities, points of rental for bikes, canoes, rowing boats, horses, skis, sleds, skates and other sports equipment should go together with information on the schedule and prices. You can enrich the experience of your guests and improve your relations with neighbours/other entrepreneurs promoting the services you do not have
  • Overview of the so-called “bad-weather attractions”
  • This can be information on standard nearby infrastructure such as bars, restaurants, movies, etc.
  • Calendar of events in the region
  • Your guests will feel very lucky if their arrival coincides with some local holidays, festivals, folkloric events, craft fairs, etc., and they are able to participate in these.
  • Additional information for foreign tourists
  • Especially for your foreign guests you can consider placing either at the reception or on the website the summaries of all the above in English, German and other languages, as well as general information about the country, financial data about credit cards/cheques accepted, ATMs location; information about history and culture, religious peculiarities and most specific local habits and restrictions (if any exist), public holidays and opening hours of shops/banks, climate in the region; practical stay information – electricity (voltage, converter plug availability), phone data (area codes, prefixes, useful phone numbers, e.g., consulates, emergencies, taxi companies), etc.
  • Weather forecast for the present or the next day is especially appreciated by the guests on a separate board at the reception with funny pictures of weather forecast (e.g., sun, light clouds, overcast sky; snow, hail, rain) and temperature prognosis (max - min) can be placed at the reception desk so that the guests see it when passing by. Otherwise, in bigger accommodations of higher class such information cards can be put on each table in the restaurant during dinner or breakfast
  • Emergency and accidents prevention information:
  • It is required to have phone numbers of the local fire-fighting team, medical emergency, and the police at a visible place available to everyone
  • Medical assistance information
  • Doctor’s, pharmacy’s and dentist’s phone numbers, addressesand opening hours
  • Information on fire prevention measures for guests
  • Safety and security advice
  • Clear building plan with escape route, all possible exits and location of fire extinguishers, on a plate in every room emergency instructions
  • Emergency contact
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