Good customer retention: Guest must be surprised
The hotel industry fights over every guest. But how do hotels assure themselves against all those competitors? And which criteria influences the guest during the process of hotel selection if the standards are the same? revway has an easy recipe. "You have to pay more attention to guest retention." It is easier and of course cheaper to keep a satisfied customer than to acquire new clients.
The aim must be not just to make the guest happy but to surprise him. Help can be gained by using the database of the hotel in which detailed information of the guests can be noted down. The database can still be used in a better way. For example a hotel could congratulate his guests with a card for their birthday. Also special requests for his next visit can be entered. If a guest had ordered an extra pillow during his last stay, for the next stay the pillow should be already in the room. A little attention to detail like this is remembered by the guest. The maintenance of the database can be handled without any major administration effort and data protection security will not be affected by this. This is the key to more customer retention, giving you a competitive edge.
It is important to fix a good strategy to gain more customer retention and to think about which guest segment the majority of your guests fall into. Create a distribution list with addresses and e-mails of the client and keep them informed with targeted information about the hotel. An example of how to do this is by mailings. A well prepared inexpensive mailing can create enormous attention. Also special packages, exclusive offers and promotional prices can be transported via this way to attract clients. A few weeks after their departure you can ask politely per mail how the stay was and if he has any comments on the hotel. You must take the comments of the guest seriously.
Even if something goes wrong in the hotel client retention can still be achieved. Also in a hotel anyone can make a mistake. Small or big mishaps can never be fully excluded. If something like this happens the client is first annoyed. But the right reaction to the complaint of an unsatisfied guest can solve the problem. A fast and professional reaction is the basis for a special strong business relationship. Satisfied customers will come back and recommend the hotel to others.
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