How to greet guests online?

You want your patrons to have a variety of ways of contacting your company. One of them obviously is through email or even chat/messenger.
Again some simple pointers can help you make the difference from everyone else.

List of rules for sending email:

• Don’t be sloppy in an attempt to be friendly.

• Watch your grammar, spelling, and punctuation.

• Avoid talking aimlessly in emails.

• Choose your subject wisely.

• Keep your emails organised.

• Reply to emails promptly.

• Use a professional email-address.

• Double check when sending attachments, is it the right file and did I really attach it?

• End your email with a ‘signature’.

Proper usage of messenger or live chat in hospitality:

• Don’t keep the patron waiting when your status says: available.

• Provide a proper introduction, including your name.

• Keep your answers honest, short and simple.

• You can use abbreviations, but be careful

• Keep your chat understanding, positive and kind

• Always end the conversation by thanking the patron and ask if there is anything else you can do for them.

Personal note:

Too many times a bar or restaurant does not have an adequate policy for email. Sending emails from a personal account, bad spelling and not signing off properly. This makes your (possible) patrons wary, and rightfully so. If you can’t send a good email, can you serve them drinks and food?
I have many email-templates ready to use if you have trouble figuring out how to build a proper email. Rarely used in small and medium-sized hospitality businesses; instant messenger. It’s such a great opportunity to offer a direct way of communication with your company, use it! Depending on your preference, you might want to use WhatsApp, Instagram, Facebook or a widget on your website. Just make sure you respond following the rules I mentioned before.

Sincerely,

Den The Man