One of the most important questions to ask yourself as a hotelier is how many of your guests are coming back after their first visit. If the number is low, have you ever wondered why? Ensuring that a great number of guests returns for a second visit is fundamental in your business strategy.
NB: This is an article from Bookboost
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Why? Because gaining new customers is more expensive than engaging with your current ones. That is why caring and working in your loyalty is key for your property.
It not only ensures a consistent stream of revenue and lowers the costs but also helps establish a positive reputation in the industry, increases word of mouth and overall ensures growth.
So, how can you make your guests fall in love with your hotel and keep coming back for more?
Almost every article on the internet will tell you to provide excellent customer service, to personalise your communications and to create a good guest loyalty program. But what else is there?
In this article, we will delve into four not-so-obvious tactics that will help you increase your guest loyalty and achieve those goals.
Adapt and restructure
Guest expectations change, new trends arise and guest needs shift. Therefore, if you want your guests to keep coming back, you need to evolve with them. If you are still offering the same things you offered five years ago, using the same strategies, and so on, without taking into consideration the new guest trends, the results won’t improve.
For example, the next generation of guests will likely have higher standards than today’s, with many showing a strong interest for advanced technologies. Remember when free Wi-Fi was a luxury? These days, it’s a must-have.
What’s more? Things like online check-in, mobile key entry, in-room automation, and smart rooms are becoming more common. Guests also expect hyper-personalisation, strong presence in social media, easy and effortless experiences, among others.
Another trend we’re seeing is all about ‘experience.’ Modern guests today value experiences over material possessions – they’re not just looking for a bed for the night, but for memories to take home and to share with their friends. The more unique and tailored these experiences are to each guest, the better. For instance, you can partner with local tour operators to offer exclusive adventures that embody local culture.
Therefore, it’s important to keep up with the trends in the hospitality industry now more than ever before. If guests are able to match their expectations to what they find in your property, they will be more likely to come back.
