Once the hotel experiences offer services in alignment with these, they have a win-win situation with Gen Y, turning them into loyal customers. However, building loyalty with millennials is a gradual process, and by consistently delivering on these aspects, businesses can foster lasting connections and turn them into devoted customers and advocates for their brand.
Let us have a look at what hospitality veterans have to say in this regard...
Ashley James, General Manager, Angsana Oasis Spa & Resort Bengaluru
Angsana, as a brand, aligns well with millennials due to its emphasis on special moments and the appreciation of discovery. By providing spaces that encourage cultural connection and a sense of belonging, Angsana can appeal to the millennial desire to engage with their surroundings and find a place of solace.
To effectively understand and convert millennials into loyal customers, it is crucial to acknowledge their distinct characteristics and preferences. According to me following points are crucial:
Discerning and experiential travellers - Millennials value unique and meaningful experiences. By providing tailored and immersive experiences that go beyond traditional offerings, businesses can captivate this generation's interest and loyalty.
Health-conscious individuals - Gen-Y prioritizes health and wellness. Offering healthy food options, fitness facilities, and promoting wellness-focused activities can attract and retain millennial guests who are conscious of their well-being.
Positive interaction - Millennials appreciate friendly and positive interactions. Creating a welcoming and enjoyable atmosphere, coupled with exceptional service, will enhance their overall customer experience and foster loyalty.
Sumender Kumar, Rooms Division Manager, Hyatt Centric MG Road Bangalore
This story is from the November - December 2023 edition of Hotel Business Review.
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This story is from the November - December 2023 edition of Hotel Business Review.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
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