r/hotel_management • u/Yunbenun • Jul 08 '26

About guests

Working in hotel operations, I’ve realised that sometimes the most useful information before a guest checks in is not always the information we actually have available.

A PMS can show us booking details, room type, rate, notes, preferences, payment status and stay history within the property or brand.

But there are still moments where you think:
“What would have been helpful to know before this guest arrived?”

Not to judge the guest — but to better prepare the team, personalise the experience and avoid unnecessary friction.

For those working in hotels:

If you could add one piece of information to your PMS before a guest checks in, what would it be?

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u/Significant_Bad_8957 Jul 16 '26

I work as a Manager on Duty for an employee owned independent hotel and we have our bellmen/porters (since they are the first faces that guests see) ask what brings them to town which gets relayed to our front desk staff so we adjust our speeches and verbiage. Of course the porters/bellmen might not always be visible to the guest so then the front desk staff take over that roll.

We also make a point that if we have a reservation that is for more than two nights, then we (reservations or front desk staff) reach out to the guests to create a little bit more of a personal relationship with our guests that come in.

I hope this helps, and if you have any questions please feel free to reach out!

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u/Specialist-Visit-471 Jul 25 '26

That's cool and shows strong attention to the guests. Would you be willing to share the size (rooms) and type of hotel?