guest

There are a multitude of things you as a hotelier can do to increase your customer retention rates, or in other words – keep people coming back

Is the US Hotel industry in a race to the bottom? Is it at risk of over commoditization where price becomes the only differentiator?

Revenue managers should regularly compare price positioning with reputation positioning because reputation impacts price elasticity

Once you’ve identified each stage of the guest experience, you can move on to the next stage: defining potential revenue streams across many touchpoints

Instead of trying to get your guests’ attention 24/7, your send strategy should be to optimize sends during specific phases of the guest journey

Hotels that provide exceptional guest experiences rank better in online reviews, get more referrals, and secure the business of more return customers

Prioritizing the guest experience comes at the cost of profitability but is necessary in order to maintain the rate growth seen over the past few years

With more hotels allowing pets, the competition for offering not just a human-focused, but also a pet-focused guest experience, is ramping up

While there are various ways to learn about your guests’ likes and dislikes, here are the prominent hotel guest journey touchpoints:

There’s no doubt that maintaining guest loyalty can lead to increased profits for your hotel, but the real prize is the guest relationships themselves