Ensuring Guest Loyalty

Hotels are not in simply room rental business, and guest is not mere commodity.

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Beyond brick-n-mortar structure, beautiful facades, design & ambience, facilities, there is something more to ensure the guest loyalty. Hotels are there to offer hospitality, and customer experience with best offerings. Since the guest loyalties are shifting continuously these days, hospitality has become even more important.

Nowadays, with the automation in bookings, the information is provided to customer about various aspects of property in advance. Based on the advance information, customers book hotel online before even making direct contact with any person at the hotel.

Most of the star hotels are generally nice hotels offering good facilities, however, the unique experiences offered by a specific hotel can be an excellent lesson all hotel professionals can learn from. Though every hotel offer its own USP but there are some services which go beyond the routine and give a feeling to guest that he belong to only this place.

Loyalty programs have their place as an incentive for people to stay with a single brand, rent a car from one agency or fly on one airline. But do we have to sacrifice genuine human interaction that includes a smile, for the sake of a loyalty program? In a perfect world, we should have both. A great service will trump a loyalty program every time.

The First Impression It all starts as soon the customer lands at the hotel and offloads his luggage from the taxi. When a guest enters the lobby, they are about to have their first human interaction with hotel’s individual “brand.” Front desk staff plays a critical role, now more than ever as they truly are the first impression makers, for better or for worse.