Retention rate is a very important index for any hotel. What to do if it’s not as high as you would like it to be?
Here you will find the best practices to improve your guest experience and encourage them to come back again.
#1 Make Use of Technology
Hotels that use technology to automate key tasks find that it frees up workers to concentrate on serving guests and developing deeper relationships, which leads to higher retention rates and a higher bottom line in the long run.
Some hotels also use technology to simplify and streamline the check-in process and to provide exclusive in-room experiences for their guests, such as drapes that open and close on their own.
#2 Little Things Matters
Think about your customer like they are your date. Small touches like a handwritten message of welcome (better than a text or email) or leaving their preferred cocktail in their room (ensure it's on the house) would endear guests to you and go a long way toward promoting loyalty.
#3 Create A Unique Experience
Give the visitors things they can't get somewhere else. Offering them free breakfast or late check-out can be very appealing.
Also, platforms like RelaxID.com can connect hotels with various service professionals that could be a good addition to hotels. If your guests are craving some beauty or wellness service, they can book it through the app and receive it in your hotel. That way they will connect your hotel with a pleasurable experience and their willingness to come again will improve.
#4 Give Your Hotel A Personality
At every step of their journey, millennials and members of Generation Z want customized and genuine experiences. Let your hotel stand out from the crowd by emphasizing your brand values and personality.
Some hotels showcase local designers and chefs, while others encourage eco-friendly features or collaborate with local restaurants and wineries.
#5 Deal With Unsatisfied Customers
It's crucial to keep an eye on the social media world at all times.
It could show that your pleased visitors are sharing good word of mouth, or it could reveal that they are gossiping behind your back.
Do not get defensive if you come across a critical review. Respond graciously and, above all, quickly and offer them a free stay or a special discount, together with your apologies.
For more content related to the hospitality segment, check our blog