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Building customer loyalty in the hotel industry is one of the most
important steps for the success of any hotel. Now a days travelers are spoilt
for choice – the options are many and the competition is fierce for hotel
owners. As you look out for new customers, it’s vital to retain your existing
guests. If you can have a large percentage of guests who are loyal customers
and repeat visitors, it acts as a firm revenue foundation. The result will be
immensely profitable for every hotel owner.
Staying connected with existing customers requires you, as a hotel owner
to have your strategy in place. Building customer loyalty is directly
related to customer satisfaction. You need to turn innovative and also know
what clicks with your existing customers to accelerate your growth. There are
many customer loyalty strategies you can use to turn new customers into repeat
guests and retain your current list of guests as well.
‘First Impressions Always Last’. Have a new guest at your hotel
property? Communicate to convert them into a loyalty card member. Offer a value
to the loyalty program, something that is of use to the guest visiting your
hotel. Keep track of your guests’ preferences and requirements. The check-in
process sets the tone for your hotel, so make it a smooth process for new
guests. Your hotel’s staff must go the extra mile to find out what guests want,
must offer an impeccable service and communicate online (even post the
check-out process) for an enhanced customer loyalty management.
Personal touch
This is the age of using data right, and storing guest information in
your hotel management software will help you provide a personalized service to
new and existing guests. For e.g.: Knowing about a guest’s most-preferred suite
at the time of booking is the kind of personal touch guests look out for. Use
the latest technologies to store and use guest information. This will help you
find innovative ways to encourage guests to book your hotel property for the
next visit.
Offering Incentives
Build up on great incentives to make new guests turn into loyal
visitors. Think beyond complimentary breakfast – what is it that will be of
importance for the guest? A family on a leisure trip can be offered a
complimentary trip to nearby local attractions. A business traveler may prefer
flexible check-in timings. You can even announce offers on direct bookings for
new guests so that they have an incentive to book your hotel property on the
next trip.
Hotel Loyalty Programs
Hotel loyalty cards are an important part of customer loyalty programs.
A report by Deloitte mentions 18% of guests become active loyalty card members
based on the benefits it offers. Find out what customers want and reward repeat
visits accordingly. New guests to your hotel must know the long-term value of
the loyalty program. Once you succeed with the sign-up of a new customer for
your loyalty program, let this act as your firm foundation to build upon the
trust for long-term customer loyalty initiatives with your guests.
Use Technology to your Advantage
Technology to your advantage
Technology can offer many strategies for hoteliers. Right from offering
a smooth booking process online to including innovative ways to engage guests
will create a favorable impression of your hotel brand. Self check-in, keyless
entries, mobile apps that allow guests to put forth their requests,
energy-saving devices, and more will project your brand as a sophisticated
hotel property – one that is attentive to what a guest wants and is in step
with the latest technologies for the hotel industry.
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Seek Immediate Feedback
Why do negative reviews appear online? Guests who are displeased with
their stay may not always be vocal at the time of the stay. Seek continuous
feedback. Do not wait for a customer to have an issue or make a complaint. Is
your guest happy with the room service? Is the menu tailored according to
his/her needs? Find information, ask the right questions and stay connected.
Using these
innovative methods customer loyalty for owners will definitely increase
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