Earning and Keeping Guest Loyalty

In some ways, loyalty from your guests begins with loyalty to your guests. A good effort to show guests that you are committed to a positive experience with them is the first step. Sometimes we get caught up in day to day operations and everything seems to be going smoothly, but the view from the other side of the desk is different. Checking your hotel’s reviews is a good way to find out where improvement is needed.

Recent surveys have found that millennials see recommendations as a key aspect of loyalty, second only to frequenting the business themselves. So any extra steps you take to secure that loyalty can easily mean generating positive buzz for your hotel.

In the hospitality world, this has always included efficiency, cleanliness, friendly staff, and met expectations. In today’s world, you can increase that positive buzz by exceeding expectations in shareable ways.

Social sharing tends to be image-heavy lately, so shareable moments could include beautifying a corner of your lobby for photos, surprising guests with in-room personalizations, or hand-written welcome or thank you cards. Spiffy technology, unique amenities, and interesting personalities also have a high share potential.

Be sure to track mentions of your property on social sites like Twitter and Instagram. Reaching out to those users is a great way to cement the relationship with that guest, and publicly show your dedication to a quality experience.

What shareable moments do your property help to create?