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Customer Loyalty: How to Retain Loyal Guests

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For example, some corporate travellers may prefer extras that they can redeem while on business travel, such as spa services, so they can relax after a long day of meetings while others may prefer to take the points they earn during business travel and redeem them later for leisure travel. This practice helps in building customer loyalty in hotel industry.

Likewise, building relationships with local establishments — like restaurants, boutiques, concert venues, etc. Status symbols also have a high perceived value — the airlines have already caught onto this idea.

For instance, First Class upgrades and early boarding are each seen as a valuable status symbol among many travellers. However, more intensive social media engagement, like writing positive reviews and posting hotel recommendations, can and should earn extra points. Likewise, social media gives you new ways to reward your customers. This practice is becoming a popular part of customer loyalty programs in hotel industry. Gamification has advanced far beyond basic point systems, and hotels seeking to venture deeper into gamification need to expand both types of rewards they offer and the ways that customers can earn them.

To learn how to gamify your loyalty programs, look up to the meetings and events industry, which has been very successful in using gamification to make meetings and events more engaging and interactive. Positive reviews can bring in a lot of business. Unfortunately, negative reviews can cripple your restaurant. The reviews can influence your customers' experiences differently, which can hurt your reputation and relationship with them.

You can't always stop customers from leaving bad reviews, even if they aren't deserved. However, you can minimize the likelihood of receiving bad reviews, which will improve your relationship with your customers. We have become a society that demands instant gratification.

Customers are much less patient than they used to be, so restaurants need to offer a timely service to retain customer loyalty. In the s, most people have their favorite diner that they would visit several times a week. People have much more diverse preferences these days. The hospitality industry has become much more competitive in recent years.

Many people have multiple restaurants that they enjoy visiting. Restaurant staff members need to be encouraged to work harder to stand out from competitors. Success in the restaurant industry hinges on building excellent relationships with your customers. These relationships aren't built by accident.

You need to actively nurture them. The biggest mistake restaurants make with social media marketing is treating it as an advertising platform. This approach is almost guaranteed to fail. Social media should be a two-way dialogue. Always reply to customers within 24 hours. Make sure your replies are grateful and respectful. All marketing begins and ends with data.

This can create complications for managers without the right technical knowledge. The study reported the reason most restaurants fall short of leveraging their customer information is that they have multiple systems for each type of dataset, and none of these systems talk to each other. For example, according to the report, if a restaurant uses OpenTable for its reservations, but it uses Aloha for its POS, and then it has a separate website that monitors its reward information.

The key is linking the information together. Two out of five of them found it to be very challenging. Restaurants that take the time to integrate these systems will have much better data on customer engagement.


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Using data collected from chain hotels in New Zealand, the findings indicate that hotel image and customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated to customer loyalty.

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To gain every single customer hotel is changing the game of how customer loyalty programs work. Reputable Hotel Chains Change How Their Customer Loyalty Programs Work. Well-known hotel chains have begun thinking about their loyalty programs thanks to .

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Customer loyalty constitutes the dominant factor in a business organization's success. This research serves to add to the knowledge in service marketing literature by improving understanding of the relationship between customer loyalty, customer satisfaction, and image in the hotel industry. Building customer loyalty in the hotel industry is one of the most important steps for a hotel’s success. Travelers in today’s times are spoilt for choice – the options are many and the .

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A hotel loyalty program works in very much the same way as frequent flyer miles work in the airline industry. Guests accumulate free awards when they make repeated purchases with a hotel. Major hotel chains invest largely to get more customers to join their loyalty programs. Loyalty and rewards programs can be among the most efficient mechanisms for marketing your hotel, but getting there requires thinking a bit differently about what customer loyalty is — and how it’s rewarded.