GUEST CONNECTIONS: Making Every Stay Personal

At The Grove, we don’t just take reservations—we build relationships. Every guest should feel like they’re staying with friends who genuinely care about their experience.

To take our guest connections to the next level, we’re introducing a personalized pre-arrival outreach process that ditches generic emails in favor of real, human connections.

Why It Matters:

✅ A phone call makes guests feel valued—we’re not just another hotel, we’re The Grove.

✅ We can anticipate guest needs before arrival, making their stay seamless.

✅ A personalized experience leads to more return visits, better reviews, and an overall WOW! experience.

Who This Applies To:

• Front Desk Team—responsible for making 48-hour pre-arrival outreach calls or emails.

• Management Team—monitors and refines guest communication strategies.

Your Role as a Team Member:

✅ Personally connect with every arriving guest 48 hours before check-in via phone or email.

✅ Make it about them:

• Are they celebrating something special?

• Do they need recommendations for dining, activities, or local experiences? Can you help make them a reservation at the restaurant of their choice?

• Would an add-on or upgrade enhance their stay?

✅ Use a warm and authentic tone—no scripts, just real conversation.

✅ Document the outreach in the reservation system so we don’t duplicate efforts.

📌 Familiarize yourself with the email response folder—we have pre-set email templates to make your life easier.

📌 If a guest doesn’t answer your phone call, leave a voicemail and follow up with an email.

Let’s elevate our guest connections and set the bar higher than ever before!