Guest retention and guest loyalty are imperative in the ever-changing and growing travel industry. Guests usually want a reason to come back to a destination and specifically a hotel, to ensure continued memorable and positive experiences.
While discounts and incentives help to grab guests attention, increased guest services and proper personalization help retain them.
According to SessionCam, retained hotel guests spend 46% more on hotel accommodations yearly than disengaged guests do.
Capitalize on New Technology
Technology in the hospitality industry is constantly growing, changing and improving. New technology focuses on helping your independent hotel increase efficiency, improve guest relations and drive occupancy. Below are two of our favorite new technologies for independent hotels.
TrustYou is the world’s largest guest feedback platform. The company works with hotels, destinations, and travel websites to make that happen. TrustYou analyzes hundreds of millions of travel reviews scattered across a vast, fragmented market and transforms this content into actionable insights and data visualizations for 500,000 hotels.
TrustYou is an IBC Preferred Partner and pushes reviews out to Google to drive hotel performance. Learn more about specials and discounts with TrustYou as an IBC Member.
With advancing technology and integrations, there is a new era of hotel entry. It’s keyless, cardless and completely reshaping the standard for guest service.
Mobile key entry is becoming increasingly popular and expected at independent and chain hotels alike. It’s easy-to-use, technology friendly, and allows for enhanced technology to “wow” your guests.
OpenKey is IBC’s Preferred Partner for mobile key entry. Learn more about specials and discounts with OpenKey as an IBC Member.
Seek Guest Feedback
Guest feedback is the best way to evaluate your hotel’s performance. Accurate and timely guest feedback can help shape your customer service efforts and marketing strategies to acquire and retain guests, increasing occupancy and driving REVpar.
- Send surveys: sending surveys after a guest finishes their stay is vital to capturing timely and accurate feedback. If they offer negative feedback, send a personalized email to try to encourage them to return.
- Target ads based on their feedback: if you notice patterns in your feedback, like many guests love your pool and sauna, then promote that amenity in your ads. Feedback can tell you what travelers are looking for.
- Offer future deals based on feedback: other patterns may indicate that many families stay at your hotel or business travelers. Offer deals and incentives targeted to frequent travelers and their travel needs.
Walker has predicted that by 2020 customer experience will overtake price and product as the key brand differentiator.
Let IBC Hospitality Technologies help you increase your guest retention efforts and customer experience with our IBC solutions. Learn more here.