How can you build guest loyalty among leisure travelers?

Building guest loyalty is essential in the hospitality industry, especially among leisure travelers who have the freedom to choose where they spend their precious vacation time. Here's how hotels and resorts can create a loyalty loop that brings guests back time and again: Start by gathering data on guest preferences. This can be done through direct feedback, surveys, or by analyzing their behavior during previous stays. Tailoring the experience to meet these preferences makes each stay more enjoyable and memorable.

It's quite simple really, ask them. Guests will tell you what they want if they are asked. Don't hit them with a plethora of surveys, ask them when they are on property.

Leisure guests want as much value for money as possible. Pre-Arrival emails are a great source of information but the guest will have the expectation that the hotel will act on their preferences, but it is great to learn the Purpose or the Visit. As not all guests reply to the pre-arrival email or we don't have one in the first place, the most reliable source is to find this information on property in the shortest period possible without being obtrusive. If the hotel keeps a good database there's going to be information on the repeated guests, but it's also true that they expect from their new stay the same or a superior experience.

Hospitality fails to garner loyalty in many of the same ways that airlines also fail. It is abused! The number one loyalty requirement is to determine the multi-dimensional nature of the particular traveller or group. There is never just a single reason (unless it's a Taylor Swift concert!).

To build guest loyalty among leisure travelers, focus on providing exceptional experiences and creating a positive, memorable stay. Consider the following strategies: Personalized Service: Tailor services to individual preferences. Remember guest preferences and use them to enhance their experience during future visits. Reward Programs: Implement a loyalty program with rewards such as discounts, complimentary services, or exclusive access. Make the program easy to understand and redeem. Excellent Customer Service: Train staff to provide excellent customer service. A friendly and responsive staff can significantly impact guest satisfaction.

Reliability is key. Guests should know that no matter when they visit, they can expect the same high level of service. This consistency builds trust, a crucial component of loyalty.

Building the guest journey before arrival and updating it when inhouse allows you to mind map if the guests expectations are being met coupled with receiving constant feedback to make sure those expectations are being met, which requires a team trained in interpersonal skills and empowered to act on those expectations or surpass them. The hotel needs to be prepared with packages or recommendations that fit the guests Purpose of Visit. Personalized amenities allow you to reach this goal, yet in my experience the actors that perform and customize the guest experience need the right support from the back of the house to make this happen, cross training is essential for raising awareness and empathy.

Cela peut paraitre bizare mais transformer les désagréments en opportunités est technique qui paie. - Assister un client qui séjourne dans votre hôtel en attendant l'arrivée des urgences. Vous avez démontré de l'empathie envers votre client. Et cela peut créer un lien émotionnel au point de faire revenir votre hôte. - Perte et Récupération d’Objets de Valeur Cela renforce la confiance du client. Vous avez fait preuve de transparence et pris au sérieux les préoccupations du client. - Problème de Réservation Résolu avec Surclassement Vous avez compensé le désagrément initial et créé l'effet de surprise. - Problème de Bruit dans la Chambre Résolu plus une réduction en guise de geste commercial.

I would add, one element precedes this. SET THE EXPECTATION correctly. Far too often, the expectation is set too high and thus a product has no other path than failure. Only when set correctly can you ensure you deliver that consistent service which can then be exceptional.

Yes but... Firstly do not over communicate. With many hotels moving to the touchless check in process - communication and expectation must be crystal clear. For in stay (or in trip) communication much of this is about service recovery. A terrible capability that is pretty awful all round. For post communication, don't just send yet another survey. We have had enough of those. Just don't.

Interaction shouldn't begin and end with the booking. Reach out with personalized messages before arrival, offer assistance during the stay, and follow up afterwards to gather feedback. This ongoing dialogue keeps your brand top of mind.

Pre Arrival email allows us to learn about the guests before the arrival and the time advantage allows us to better plan their stay. This will also reduce the Surprise and Delight effect as the guests once shared the information they will expect a practical return or action upon their communicated preferences. It's essential in property feedback, where verbal and body language will give you much needed information and the realization that you can meet and surpass guests expectations within their length of stay. Short-haul leisure stays are a natural flagged reservations, as we have a short time and learning curve to act on the guests expectations, especially if not known beforehand, teams must be aware of this.

It is crucial to ensure that service does not end once the guest checks out. I have observed the "wow" effect that post-check-out communication creates in my career many times. This is not only essential for the guests who had a complaint during their stay or after check out, but with every single guest. To manage post-check-out communication, personalization is very important in order not to sound robotic, such as "I hope you enjoyed your stay with us". For instance, if the guest mentioned that they are not in the best health, a message that reads as "I hope you are getting better" would indicate that they are being recognized and thought of

La fidélisation client se conjugue en 3 temps : avant, pendant et après le séjour. Elle tourne autour de 4 principes : l’empathie, la communication, la transparence et le respect de vos engagements. Vous aurez alors bâti une relation de confiance avec la clientèle.

Benefits matter, however I believe that service will always reign supreme. Once you have blown them away with service, then start offering other incentives.

A bespoke loyalty program can offer rewards that guests actually want, from complimentary services to exclusive experiences. This not only encourages repeat visits but also turns guests into brand ambassadors.

Depending on the loyalty program and brand, for a great share of the guests this is the reason they chose our hotel in the first place over the competition. When we thank our guests for their loyalty these should not be vain words as the guest abdicated of hotels that are equally competitive or even offer better amenities, in order to stay with us for the advantages offered for their previous loyalty with the brand. Hence "the least" we can do is offer the experience they deserve and depending on the Purpose of Visit and learned preferences to offer the programs or benefits that best fit them according to the brand guidelines. Each hotel should include extra amenities to the most loyal members or of higher rank for the brand.

Create a sense of belonging by inviting guests to be part of your brand's community. This can be through exclusive events, members-only areas on your website, or community service activities.Always be adaptable and look for new ways to delight guests. Keep abreast of industry trends and be ready to innovate, ensuring your loyalty program and guest engagement strategies remain relevant and effective.

Not once have I seen the word 'CARE' mentioned. This is the bedrock of building loyalty. Care more than anyone else and you will begin to establish the building blocks of emotional attachment. Once you have achieved emotional attachment, you've got loyalty and a guest who will not only be a repeat customer but an advocate leading to referrals.

This is not rocket science, just deliver optimal service, exceed expectations, offer great incentives, and then loyalty will follow.

Always be adaptable and look for new ways to delight guests. Keep abreast of industry trends and be ready to innovate, ensuring your loyalty program and guest engagement strategies remain relevant and effective.

For leisure, primarily you need a network with the variety of leisure options short/long beach/culture hot/cold luxury/adventure to build repeat purchase, even if the leisure experience is packaged by an intermediary. One way is to offer leisure extensions to business trips

In my recent experience, my wife and I enjoyed a fantastic 2 weeks in Turkey in a beautiful all-inclusive resort hotel managed by Tui. The only low spot of the whole experience was the low brow, underwhelming flights operated by guess who? Tui! There was a great opportunity for Tui to impress us at every stage. Their app is good, their resort service is outstanding but their flights were so disappointing.