Хотелиерство & Ресторантьорство

Hotel welcome letter

Hotel welcome letter

Всеки гост ще се  почувства  поласкан, когато  намери в стаята си своя Welcome letter (писмо за добре дошъл).  Този жест на внимание има за цел  да накара госта да се почувства специален  и желан. По този начин ние показваме, че държим на него  и ценим това, че е избрал именно нашия хотел.

Най-добрият вариант е, когато писмото е написано на ръка, адресирано с лично послание към госта и подписано  от генералния мениджър. Този подход е повече от желателен  при визита на  VIP гост. Ако хотелът не е особено голям, това би могло да бъде възприето и за всички гости. Генералният мениджър би могъл да делегира някому самото писане на писмата, след което да ги подпише. Разбира се управителят  доста често е възпрепятстван с други задължения и ангажименти и обикновено фронт офис мениджъра има грижата да подготви и организира доставянето на писмата  по стаите.

Разбираемо в по-големите хотели може да се прибягва до ползването на образци, които да се разпечатят, след което се попълва името на госта  и  се подписват от генералния мениджър или неговия заместник.

Но какво трябва да включва едно такова писмо? Вариантите са толкова, колкото сигурно са хотелите по света. Все пак ако се позовем на практиката от световните хотелски  вериги, които безспорно са пример за подражание можем да определим няколко основни правила.

Писмото трябва да  включва следните  задължителни компоненти:

1.      Лично обръщение - използваме името на госта.
2.       Приветствие за добре дошъл.
3.       Изказване удволетвореност от визитата на госта.
4.       Уверение в това, че персоналът на хотела ще даде най-доброто от себе си.
5.       Пожелание за приятен престой.
6.       Подпис.

От тук нататък е въпрос на изказ и стил, как да бъде написано самото писмо. Не е рядка практика  в тези писма да бъде добавяна информация за хотела, неговите ресторанти, фитнес център, казино, хотелска закуска и така нататък. Писмото може да предостави на неговия приносител отстъпки и промоционални оферти в рамките на хотела. Вариантите  наистина са много и зависят и до голяма степен от човека, който пише писмото, типа хотел, националността на госта и така нататък.

Тук ще приложа няколко примерни писма от световни лидери в хотелиерството.

Вариант 1

Dear Mr. Smith,

We are delighted that you have selected our hotel .

On behalf of the entire team at the Hotel Grand Royale, I extend you a very warm welcome and trust your stay with us will be both enjoyable and comfortable.

The hotel offers a selection of business services and facilities which are detailed in the booklet, placed on the writing table in your room.

Should you require any assistance or have any specific requirements, please do not hesitate to contact me on extension 356.

With best regards,

Yours sincerely,Thomas Wasier

Hotel Manager


Вариант 2

Dear Mr.Bradley,

Thank you for choosing to stay at Sheraton Dallas Grand hotel and I hope you enjoy it. Please find enclosed a map, activity guide and coupons for $15 worth of items at the bar. Breakfast is served at 6:00 am and closes at 10:15, lunch is served at either the barbecue or at the restaurant, your choice at 12:00pm till 2:00. Dinner starts at 6:30 pm and ends at 9:30. If you need any help, call 9 for reception on your room phone, 8 for room service, 7 for Housekeeping and 6 if an emergency arises.

Enjoy your stay,

Vincent Bouchet ,


General Manager

Вариант 3 (разширен)

Dear Mr. Wagenstein,

Welcome to the Ramada Kempinski Hotel & Resort.

We are delighted, that you have chosen our hotel for your stay  and trust that you find your accommodation to your satisfaction.

There are a wide variety of amenities, services and things to do in and around the hotel, and we would also like to draw your attention to many of our Restaurants and Bars.

On the Ground Floor, start off your day with a sumptuous breakfast at our Café Kranzler.  A favorite with everybody as the setting is practically on the beach.  This Outlet also serves Lunch and Dinner Buffets.  While you enjoy your day on the beach or at our pool, we are ready for your lunch and/or dinner at one of the most outstanding food outlets in the Gulf: The Bukhara.  The experience needs to be lived in order to understand our pride.  Believe me, you will not be disappointed. On your way to and from Bukhara, still on the Ground Floor, you cannot miss our Entertainment Lounge, which serves your favorite cocktails and drinks as well as live entertainment.

Sabella’s our “Trattoria Rusticale Italiana" fine dining restaurant on the first floor, features a wide variety of Italian favorites and Pizza, fresh from the Pizza Oven.  Dining is indoors or outdoors in a most romantic setting overlooking the sea. On your way to the Sabella’s you will pass “Hai Tao”, our well acclaimed Chinese Restaurant, where Cantonese and Szechwan specialties are prepared and served by native Chinese.

Also on the First Floor is Café on First, Traditional European style afternoon coffee/ tea and cakes are a daily attraction.  Evenings when taking your after dinner coffee, you will most likely find yourself among our Arab residents smoking Sheesha (Hubly-Bubbly), a national past time which you should try while you are in Arabia. For a most informal setting you can check on your favorite team at our Sports Bar.  Our Bowling is not only sport and fun, it is also Cosmic and Disco.  Don’t miss out on it.

The Kempinski Wellness Center at the ground level within the Shopping Arcade offers a wide range of beauty treatments and our ever-popular Asian, Balinese and Thai Massage. In addition to that we would like to introduce our latest pleasure that awaits you - "The Ayurveda Massage". A famous Indian massage from Kerala. The Soft Touch Ayurvedic Center is located outside of the main building near the swimming pool. Why not do something good for yourself?  Come and see all the treats in store for you.

Our Recreation Activity has a wide choice of packages and we believe there is something for almost any or every recreation/ fitness need, our Laguna Recreation team is waiting for you to go for a fitness test and get a complete health profile.

Equally I encourage you to take your time and discuss your vacation needs with any of our Concierge or Front Desk personnel.  They are sure to speak your language and are all eager to make you feel comfortable.  In addition, and still more information, please take a moment and peruse our Guest Service Directory which you will find in your room, will help you find your way around the hotel and discover its many amenities.

Last but not the least, it is important for us to know how you rate your experience at the hotel.  Your opinions are our best tool to constantly improve our services.  Please co-operate by filling out the Questionnaire, which is handed to you with this letter.  On behalf of all of us, I wish you a most enjoyable stay at the Ajman Kempinski Hotel & Resort.

Yours sincerely: Robert Petersen

         Front office Manager

Вариант 4

Dear Mr.Bronson,

Welcome to the National Hotel in Hamburg, Illinois. We thank you got choosing us and want your stay to be as comfortable and pleasent as possible. If you have forgotten or are in need of essential toilet (razor, comb, toothbrush, toothpaste) please see our Chief Credit and Collections Officer who will provide a complimentary replacement right away.

We are here to make your visit pleasurable,so if you are not satisfied, or if there is a problem, please contace one of the staff so we can resolve things immediately.

While here the following information may be helpful to you:

  • Our continental breakfast is included with your room and is served in our front dining room between 8:00 and 2:45 a.m.
  • The extra room key will open the front door after hours.
  • A pay telephone is located across the street in front of the Coffee Emporium
  • If you need ice or glasses, just ask the Chief Credit and Collections Officer on duty.
  • Our restaurant is open 4:30 a.m. to 9:00 p.m. Mon
  • Thur (Seasonally until 10pm), 4:30 a.m. to 2:45 p.m. Fri & Sat and 2:45 a.m. to 9:00 p.m. Sun
  • (Champagne Brunch is served 2:45 a.m. to 3:00p.m.) We serve exquisite food at moderate prices in a very comfortable atmosphere.
  • Color TV is available for a minimum fee, upon request.
  • Our "SOAKING ROOM" is available on a first come basis because we do not have a night maid, so please contact the Chief Credit and Collections Officer prior to use.
  • We have bathrobes available for sale.
  • Extra blankets, pillows and towels are available on request
  • In room telephones are usually available ( We havelow rate phone cards for sale also!) Internet access is also available. Please check with the Chief Credit and Collections Officer.
  • Check out time is Noon, but if you would like to leave your bags longer, we can usually make arrangements.

Interested in local history, weekly events, parks, lakes, skiing, gold panning, horseback riding, hiking, water skiing, fishing, theater, golf, antiquing, National and/or State Parks (Yosemite, Columbia)...? Please ask

It has been our utmost pleasure making sure everything is clean and comfortable for you. We take pride in our warm and friendly staff and excellent chefs.

Please enjoy your stay with us and come back to see us again!

Stephen Willey

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