Repeat guests are like an investment for hotels that give you a good return. The more the investment (your loyal guests), the more will be the return (business ROI).  

Be it a hotel, B&B, or restaurant – or any hospitality business, you need to focus on keeping existing guests the same as gaining new ones. This can happen by applying effective strategies to increase repeat guests at your hotel.

Shocking statistics that prove the importance of customer retention in the hospitality industry

Turning your guests’ bad experience into a good one might give you more business, because it will ultimately work on redeeming your business reputation. Below are the statistics that show how important your repeat guests are. Have a look: 

Suffice to say, customer retention is important for any industry. Hey, don’t faint. Here, more is coming up for you.  

How can increasing customer retention help you grow your hotel business?

Guests always recognize hotel staff who dedicatedly do their job and serve them in the best way possible. A professional hotel ensures that guests get the best experience, before, during and post their stay. 

Below are some strong points as – how increasing repeat guests at your hotel boost your business.

1. Repeat guests spend more on you

Looking at the facts and numbers,

10% of your repeat guests spend more per transaction than the other 90% guests.

Loyal guests visit frequently at your hotel. And when they do, they try various amenities that you provide, multiple cuisines, or other upgraded services. 

The reason your repeat guests spend more is – they feel confident with the standard of food or service you provide to them. Hence, without any second thought, these guests try using other facilities that involve more cost.

2. Repeat guests help you spread your word

Your guests (new or repeat) are one of your best marketing assets. They can make your hotel sink or swim in the market, depending on the guest experience you provide.

92% of guests say they trust word-of-mouth or recommendations from friends and family above all other forms of advertising.

Nielson

Hence, there’s nothing better than the loyal guests that can promote and provide you more new bookings with good word-of-mouth of your hotel brand. 

Today, in the world of the internet, it has become easy for your loyal guests to promote your hotel business by posting photos of their stay with you on Instagram, Facebook, or Twitter.     

However, if you want your repeat guests to spread more words about you, then you can apply good social media marketing strategies for your hotel. Post your guests’ pictures as a memory by tagging them. Also, ask them to tag you, request for reviews, and more; to make your brand more interesting and enticing for others.  

Hence, it is necessary to adopt a “customer-centric” approach with a strong focus on guest satisfaction and customer service. Believe me, it makes a lot of difference.

Now you’d ask —

What are the BEST ways to increase repeat guests at your hotel?

And I’d say many. But there a select few which are actually practical, and even easy to apply. Here they are:

The first impression is the last
Deal with your guests’ issues instantly
Educate and help your guests for other services
Keep a personalized touch even if you’re a mile away
Excite guests with exclusive packages and deals
Ask for feedback
Remember your guests every time they visit
Offer multiple communication channels to guests

Now, let us go in-depth with each of these methods and see how can you implement them at your property.

1. The first impression is the last

Believe it or not, if you want to leave your footmark on your guests’ minds, the first and last impression matters a lot. Before your guests’ arrive at your hotel, you can call them to ask whether they need a cab service with a sweet gesture that – we’re waiting to make improve your day at our hotel. 

Moreover, a sincere “Thank you, we’d love to host you again ” to guests in person goes a long way during check-out. You can offer them a small memento to take home as a lasting reminder. It can be anything from pickle to jam, a small packet of fresh mint, or even discounts on their next stay (in upcoming offseason) — anything that you use at your hotel or is famous in your region.

You can even email a simple thank you note a few days after your guests’ visit. It will surely give them something to remember you whenever they plan their next trip to your location.

Tip: The best time to apply this strategy is during peak season as you will get maximum guests to attract for their next stay. It can be used especially to do a profitable business during the off-season.

2. Deal with your guests’ issues instantly

Sometimes guests face issues or have a query during their stay at your hotel. Listening to your guests and delivering or solving their issues instantly makes it a memorable experience for them.

Your availability for your guests helps you in building rapport and trust in the eyes of your customers. It’ll encourage them to return at your place. The more visible you are to your guests, the higher are the chances that they might surprise you by visiting your hotel next time soon. 

You should also consider going the extra mile to help your guests by making your rules and regulations flexible at your hotel. For example; allowing your guests to have breakfast a bit early, let them eat their homemade food (on the first day) if they’ve brought with them. Sometimes, this small help leaves a great impact on the guests’ minds.  

Tip: You can make a note of the problems your guests faced on their first visit so that you can offer better guest experience on their next stay. Also, in terms of their food preferences, to ensure they enjoy their most-lovable food from your hotel itself. 

3. Educate and help your guests for other services    

Helping is the new selling. Your focus should not be only on selling the hotel room, attracting guests to stay at your hotel, or gaining profit. You – as a responsible hotelier should also solve your guests’ problems to fulfill their wish.

You can discuss about their plan to visit a location and if they want some help from you. It is good if you make a note of it and offer some kind of advice beforehand. 

Moreover, you can educate your guests about the additional facilities that you provide at your hotel. For example; gym, spa, workshops, or events — depending on their events and relevance.

And if any offers are available on some of your services. This will make them feel more welcomed.     

Tip: If your guests have come from another place, and are unaware of the area, then maybe they'd want to hire a cab for a tour. Then you can help them in the best way possible. Believe me, this will surely be appreciated by your guests.

4. Keep a personalized touch even if you’re a mile away

You never know when your guests will plan their next trip. Hence, you should not leave any room to miss out on your guests during peak seasons as well as off-seasons.

Keep in touch with all your guests who’ve visited your hotel. Offer a personalized touch to your guests on their special days even while they are away from you. Wish them and offer exclusive discounts on anniversaries or birthdays to make their day more special at your hotel.

Other than that, you can also create offers/discounts on selected festivals or occasions that your guests celebrate. For example; New year, Christmas, Valentine’s day, bachelor party (pre-wedding), or Women’s/Fathers’/Mothers’ day.

You can also attract business travellers back at your hotel, by reminding about their previous event’s success and planning. Ask them if they’re planning any similar events in the upcoming month/year, and urge them to book with you by making attractive offers.

Tip: Most of your guests come from different states or locations. Hence, attracting them with a special message using a local language or offering offers/discounts for the festivals location-wise will help you give them a personalized touch even when they are a mile away.

5. Excite guests with exclusive packages and deals

Reward guests’ loyalty by offering them exclusive deals and packages. The smart hotels never miss out on the opportunity to make their loyal guests feel more special.

Welcome them, but not with the same or fixed price this time. Rather, create packages especially for them — at reasonable prices — use the information of their preferences and make it a memorable experience for them. Let them feel like you care for the guest you know or have visited before at your hotel. 

For example; you can create festival deals and packages to welcome old guests like; 5 days 4 nights package includes free breakfast and spa treatment (1 time) and so on.  

Believe me, this will prove to be one of the best ways to increase repeat guests at your hotel.

Tip: Guests LOVE the word “complimentary” and "FREE" especially when it is something which interests them. And so, while creating a holiday package for your guests, offer some complimentary things which will prompt additional bookings. 

6. Ask for feedback

Apart from the guest issues that you solve, it is equally important to consider that there might be other guests who don’t complain. Rather, they just let it go. Moreover, most of the guests enjoy staying or like a particular thing while staying at your hotel. 

That’s why, you should NEVER miss an opportunity to take feedback from all your guests during their stay or when they check-out.

Ask guests what they like or what disappoints them, and most importantly, what can be improved at your hotel. Don’t hesitate to receive the negative feedbacks as they will help you enhance your hotel services.

Guests will be flattered if you ask for their opinions, for any new ideas that they want a hotel to implement or for their recommendations on how your hotel can improve a few things. Though, don’t just take their opinions and let them be.

WORK on the suggestions they share. Or at least think on them.  

Tip: The best way is to create a questionnaire, and try to create close-ended questions as much as possible so that your guests can answer/give their feedback quickly and easily. 

7. Remember your guests every time they visit

Addressing your guests by name during their second visit (and even during their first visit) always makes them happy. It feels personal and professional at the same time.

Needless to say, it feels good when someone remembers your name, especially when your guests aren’t expecting it. Putting a smile on your guests’ faces with just uttering their names is the best way to win their hearts at first.

You know what they say – a well begun is half done.

Well, remembering only your guests’ names isn’t enough. You need to make a note of their personal details and any special requirements or preferences they have, to make them feel exceptional.

You can record details like their favorite room (with or without a view), room number (as some of the guests prefer a specific room number to stay at a hotel), birthdays/anniversaries, and such likes.  

Tip: You (the owner) may or may not remember your guests including your staff. Hence, it is always advisable to do your homework before your guests arrive so that they appreciate your kindness towards them.    

8. Offer multiple communication channels to guests

Every hotel promotes its current and upcoming services on various channels like; WhatsApp, Facebook, Instagram, Twitter, text messages, and several more; to attract guests from all over the world. With the growing technology and smartphones, guests can be available on any channel and can come across to your services. 

Now chances are that — your guests use the same communication channel when they want to gain more information about your services. They might also leave a message if it’s not an emergency. Hence, it is necessary to be available on multiple channels to answer their queries. 

Be where your guests are.

Tip: The least you can do to be available for your potential guests is to be active on your website by integrating a live chatbot. This way, whenever your website visitors have any questions on your services, the chatbot is ready to answer them without your interference. 

So above are a few great and practical customer retention strategies for your hotel to grow your business ROI with lesser cost. Also, consider the “tips” that I’ve given to you. I’m sure they’ll help you to increase repeat guests at your hotel in the best way.   

Word of advice: Run loyalty programs

Running loyalty programs are considered to be one of the finest approaches to increase repeat guests at your hotel.

All you need is an accurate guest’s database, reports of the repeat guest, and an apt loyalty management software for your hotel. A loyalty program software will help you build, run and maintain all the operations of your hotel loyalty programs. With the help of the loyalty program software, you can bring all your reward program operations at the core and ensure that you get a flawless loyalty program management. 

Answers to all your questions

In conclusion:

Delivering a GOOD guest experience is important for any guest to come back at your hotel. PERIOD.

The better experience they get, the higher are their chances to visit your hotel again, and even recommend your property within their network.

Your strategies to increase repeat guests at your hotel should not be limited to guest types or seasons. Apply these all-year around; and they might surprise you as a powerful marketing strategy as well.

These tips, if utilized correctly will save your hotel’s expenses and increase both bookings and profit in the future. Make sure that you never miss your repeat guests as they are the most valuable asset for any hotel. 

The post 8 Practical Methods to Increase Repeat Guests at Your Hotel [Easy to Apply] appeared first on eZee Absolute.