4 Ways to Make Children Feel Welcome
by Silvana Clark
It used to be that fathers went on business trips while moms stayed home with
the kids. My how the times are a-changing! More and more parents bring children
along on business trips. Regular vacation travel is increasing also.
According to a recent Travel Industry Association Report, family travel accounts
for 74% of all vacation travel in the US. Many hotel chains, cruise ships and
B&B’s claim to offer “Family Friendly” programs. Parents look for accommodations
that make the family feel welcome. They want children to have a positive
experience when traveling. This means parents are drawn to places offering
special promotions geared for families. Many hotels that previously catered to
business guests, have encouraged parents to bring children. They advertise
family friendly amenities, which often means simply giving children a small box
of crayons and coloring books upon check-in.
Our family just returned from a 12 month trip around the United States. We
stayed in many places advertising their kid-friendly programs. Oh, they had a
pool and kid friendly menu, but very few places tried to establish a personal
relationship with my daughter. No one even asked her name or age when we checked
in. In this day of CRM (customer relationship management) it seems that staff
would at least say, “Hi Sondra. I’m glad you’re staying with us this weekend.”
What about the simple fact of telling the parent, “Your daughter has the
brightest smile.” It sure makes me feel good when someone compliments my
daughter.
It’s a known fact. If children are made to feel special, parents have a positive
impression about your property. Anyone can hand a child a gift bag. With a
little effort, you can connect on an emotional level to create a long-term
relationship with the parents and child. The following are some ideas to create
positive word of mouth publicity by making children feel welcome.
Create a bulletin board labeled: VIK “Very Important Kids”. As children check-in
with parents, take a Polaroid picture of them and post it on the bulletin board.
If you have a digital camera, quickly print the picture and stick it on the
board. Make sure to write their name on the back of the photo. This is a golden
marketing opportunity. Several weeks after the family’s visit, send the photo to
the child with a note saying, “Thanks for staying with us at the Happy Times
Hotel. Here’s your picture to remind you of the fun time you had. Hope to see
you again!” If you feel really ambitious, mount the photo on a small calendar
imprinted with the name of your property. Parents will proudly display the
calendar, and have almost a daily reminder of their visit with you.
As children arrive, hand them a sheet of paper with information about your
hotel’s Scavenger Hunt. Ask them to find the answers to such questions as: How
many sidewalk lights are there from the sidewalk to the front door? What does
the inscription say on the fountain in the lobby? Get the autograph of a hotel
employee. After children complete the survey, they turn it in to receive a small
gift.
When parents call to make reservations, ask for the names of their children.
Before the family arrives, place a banner across the doorway of their room
saying, “Welcome Lindsey and Jesse!” Many Dollar stores sell large metallic
Welcome banners. Simply use a permanent marker to add the children’s names.
Prepare small gift bags for children. These can include a deck of cards, small
piece of candy or other treat. The contents don’t have to be expensive because
the children will get their fun from finding the bags. Leave a note in the
family’s room saying, “We have a small gift for Ashley. Follow these clues to
find your gift.” Then list a set of “silly” directions such as: Stand by the
bathtub and sing Row Row Row Your Boat. Skip to the closest mirror and make some
weird faces. Crawl to the closest bed while growling like a tiger. Tiptoe to the
top drawer of the dresser. See what is inside. (They’ll find their gift.) Some
front desk staff have had children ask, “I liked looking for my prize. Can you
hide it again and give me different clues?”
As you can see, it only takes a small amount of extra effort to make children
feel like welcome guests. Parents appreciate the thoughtfulness that you
exhibited towards their children, and are likely to tell their friends about
your family friendly property.
Silvana Clark presents keynotes and workshops for the hospitality industry. The
author of 10 books, she frequently writes travel related articles for several
publications. Her latest book, 301 Bright Ideas for Busy Kids includes many
ideas easily adapted to hotels and resorts. To ask about her workshop, “Beyond
Crayons: Putting Creative Fun in Your Family Programs” contact her at or
360-734-9506
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