Have you ever wondered how customers choose the hotel they’re going to stay? Or why they chose a specific hotel? There are a couple of reasons for that, which I will discuss in this blog.
The main reason a customer chooses the same hotel repeatedly is because of the quality of the room. For example, they probably liked the bed, pillow, or robe quality, which helped provide a comfortable and enjoyable stay. Or the repeat customers appreciated the quality of the food. That’s why the supply you use for your hotels must be the best.
Another reason hotel brands have repeat customers is that they received exceptional service during their stay. For example, they receive their room service or any other services promptly. Or the hotel workers were able to answer any questions that the customers had appropriately. The hotel industry is all about serving your customers, so you want to make sure that your hotel’s primary goal is to provide the best guest service you possibly can.
One of the most commonly used incentives in any industry is using loyalty programs. Like, if you stay at our hotel, we’ll give you a certain number of points. Once you’ve reached a certain number of points, you get one free night during your stay. There are many more perks and discounts in a loyalty program. Nowadays, almost every company has a loyalty or rewards program, so your goal should be to have the best loyalty program there is in your industry to attract repeat customers.
No matter what you do, your goal should be to provide the best customer service possible. That is what customers look for. That is why customers go back because they know they will be treated well, especially in the hospitality industry since the primary purpose is serving the guests.