Beyond the Keys: Creating a WOW! Check-In Experience

The check-in at the front desk is our guests’ first impression, and it should showcase everything we offer to enhance their stay.

We've updated the front desk area to highlight:

🍷 Beer, wine, and snacks for sale at check-in.

🍪 Sundries & grab-and-go options for guests looking for a quick bite.

🍾 Special add-ons—bottles of wine, celebration packages, and more.

Why It Matters:

✅ Guests may not know what’s available unless we show them.

✅ Having visible options makes it easier for guests to say yes.

✅ Proactively offering food & drink makes check-in feel elevated and thoughtful.

Who This Applies To:

• Front Desk Team—responsible for offering add-ons and ensuring items are stocked.

• Housekeeping & Café Teams—coordinate special requests and deliveries.

• Management Team—monitors and refines promotional strategies.

Your Role as a Team Member:

✅ Be proactive at check-in—if a guest mentions being hungry or thirsty, suggest an add-on.

• Are they arriving late? Let them know what’s open nearby or suggest a charcuterie box for a quick late night snack in their room

• Are they heading straight to their room? Offer a snack or drink to take with them.

✅ Know what we offer—make sure you’re familiar with the updated packages and pricing? There is a POLICY outlining these items as well they can be found online at STAY ADD-ONS – THE GROVE GOODS & CO.

✅ For alcohol sales: Add it to the guest’s reservation, and it will be delivered to their room (no taking it at check-in).

📌 Remember, this isn’t about strictly upselling (although that's important)—it’s about enhancing the guest experience in ways they’ll appreciate.