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3 Ways to Improve Client Loyalty at Your Hotel

By on August 31, 2018

client loyaltyIn the hospitality industry, encouraging guests to come back time after time can be a challenge. Whether you run a hotel chain or a quaint, boutique hotel, client loyalty is likely one of your main priorities. Since hotels now have to compete not only with each other but also with platforms like Airbnb, you can’t afford to provide a subpar experience. More than that, the guest experience needs to be so stellar that they choose to return for repeat stays. How can you accomplish this? Below, you’ll find just a few tips.

    1. Prioritize Personal Touches: Making guests feel special and unique can go a long way — especially when you have numerous others staying with you. Consider the fact that 74% of travelers plan to return to a destination they’ve previously visited. If you want guests to return to your hotel, you need to go the extra mile. Fortunately, it’s become even easier to keep track of your guests’ information and preferences, thanks to advancements in technology. By storing and keeping that data in mind, you can provide a guest’s favorite suite, automatically make dinner reservations for them, or give them their favorite amenities right away. It might not seem like this could do much, but your guests will be flattered that you remembered — and it’ll show just how far you’ll go to make sure they’re comfortable and satisfied during their stay. Great customer service still matters a lot, so don’t underestimate what these little touches can do.
    2. Utilize Hotel Technology: In the digital age, there are countless ways you can use technology to improve your client loyalty and the overall guest experience. Hotel front desk software can allow you to streamline the booking process, as well as the process of checking in and checking out guests. You can also explore keyless entry, self check-in, mobile apps, social media engagement, energy-efficient initiatives, and other tech-related improvements. By ensuring your website is easy to use and that every aspect of a guest’s stay with you is simple and convenient, you’ll show that you truly care about providing a superior experience. This, along with your ability to implement high-tech changes, shows guests that you truly care and that you’re willing to go above and beyond.
    3. Provide Customer Incentives: Blind brand loyalty is hard to come by these days. More than likely, you’ll need to show customers how you can make their choice in hotel worthwhile. One way to do this is through incentives. Many hotels develop loyalty programs that may offer discounts, meals, or even free stays. You might also offer complimentary meals, day trips, flexible check-in times, or offers on future bookings to encourage customers to make their next reservation before they even leave the property. Don’t be afraid to send a survey out to customers to determine what kinds of incentives would interest them most or to provide feedback about their stay. You can always offer a discount just for taking the survey!

Keep in mind that marketing to new guests is much more difficult (and much more expensive) than maintaining a great relationship with an existing guest. By making an investment in client loyalty, you’re actually making an investment in your business as a whole. To learn more about how our software systems can help improve guest loyalty, please contact us today.

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