When you run a hotel, you need guests to return if the business is going to remain profitable. Return custom is the cornerstone of a healthy and financially viable hotel business. So, how can you make sure that guests return time and again? Here are the secrets to return custom.
A Good Greeting
First impressions matter a lot in life, and that’s something that is true in the hotel industry too. You should start off on the right foot be making sure that people have a good greeting when they arrive at your hotel. Being greeted with a smile and a friendly welcome as they approach the reception is very important. This is something that can get their visit off to a positive start. And there is more that can be done on top of that too. You could also arrange for a free bottle of wine to be waiting for them in their hotel room. Or you could simply add some flowers to the room. This is a great way of greeting guests.
Flawless Rooms and Facilities
The rooms need to be fitted with the best decor and furniture if you want to attract customers. They won’t return if they find that the rooms are unsuitable or old-fashioned. Fitting out a hotel bedroom is a big task, but you need to do it if they are currently below par. The facilities on offer inside the hotel are just as important too. If you offer people the chance to do extra things, they will have more reasons to return. You should at least have a good bar and eating area that serves food for guests. Most customers have come to expect this from hotels.
Treating Guests as People
Many large corporate hotels don’t treat guests as human beings. Instead, they get treated as ways to make money. This is not how you should treat customers. Friendly and open customer service is the only way to show people that you really care about their stay. And if they do have a problem, it should be listed to and addressed as quickly as possible. If people don’t feel like they are getting good customer service from your staff, then it will give them a reason not to come back in future. And if they are treated in a way that is overtly rude, then there is no chance that they’ll come back.
Another way in which you can persuade people to keep coming back is to offer them something in return. Many hotels now run loyalty schemes that give perks and discounts to people who keep coming back. It’s a good way to ensure that people choose your hotel and not one of the rival hotels. Of course, this will only work if people like your hotel and are happy with the service they receive. But it could be the thing that helps persuade people to return your hotel. You could also offer deals for people who introduce their friends to your hotel. These are all ideas that you should pursue and work out the benefits of.