First impressions matter

First impressions really do matter. In fact, you probably judged this message in the first few seconds. That’s how powerful they are. As Will Rogers once said, “You never get a second chance to make a first impression.” In hospitality, that impression starts long before the guest reaches reception. It begins at the entrance - signage, landscaping, parking lines, lighting, the façade. Every detail speaks. When I was a General Manager, I created a weekly F.I.T. Team - the First Impressions Team. Together with maintenance, housekeeping, and F&B, we walked the property exactly as a guest would. We noticed everything. Because here’s the truth: there isn’t just one first impression in a hotel. It’s a collection of moments. A shaky restaurant chair. A dirty table base. A poorly lit corridor. A slow toaster at breakfast.

Each small detail casts a vote in the guest’s mind. And the final result? Satisfaction - or disappointment. You invest in marketing. You train your staff. You work tirelessly to create returning guests. So step away from your desk. Walk your property. See it through fresh eyes. You might be surprised at what you discover. First impressions matter. Honestly… they really do.