'The Secret Sauce of Guest Loyalty': Ways to Make the Guests Feel Special

Being a Hotel Manager with an extended-status profession in hospitality, I’ve witnessed numerous changes over numerous years but, except for all the changes, one precept has remained constant: Guest loyalty is a delicate art of meeting and exceeding guest expectations. In this context, I can provide a few insights:

Set the Right Priorities

As the leader of an organization, one must communicate to the team that guest satisfaction supersedes all other priorities. All other things revolve and evolve around this core. Guest feedback (both good and bad) needs to be discussed in a daily briefing. They need to be displayed on prominent departmental notice boards. Every spoke of the wheel counts.

As Jeff Bezos said, “We had three big ideas at Amazon that we have stuck with for 18 years and they are the reason we are successful: PUT THE CUSTOMER FIRST, Invent, and be Patient.”

Personal Touch

The 'Midas Touch' to the muse of making guests feel unique lies in customized communication. Addressing guests via their names without overdoing it, remembering their preferences, and acknowledging unique occasions like birthdays or anniversaries can create a long-lasting influence.

Invest in a reliable CRM system to maintain the tune of guest info and choices. With the proper information, you and your team can create customized experiences for guests that don’t require vast financial investments.

Warm Welcome

This sets the tone for the entire stay. Welcome notes, flowers, and welcome drinks upon arrival. Pre-placing some sweets or gifts in the room adds a joyful surprise. These gestures create a wow factor and exhibit that we value and appreciate their visit to our hotel. These welcome gestures don’t have to be expensive, it’s the feeling that they have been remembered or valued that matters.

Outstanding Customer Service

Your team should be trained to offer first-rate customer service that goes above and beyond expectations. A pleasant smile and genuine care can make your guest feel valued with no delivery costs. Inspire your team to actively pay attention to guest comments and cope with any concerns right away (provided they have adequate authority and training)

Treating guests with appreciation and kindness can leave a lasting influence that money can’t buy. In summary – inspire your team to be ladies and gentlemen, particularly whilst it’s busy!

Make memories that they'll treasure forever.

Luxury amenities are appealing (who wouldn't like to have Hermes or?Bulgari toiletries?)

Creating memories doesn’t always need big budgets!

Organize complimentary guided tours or bakery/cooking sessions with the Chef or collaborate with local attractions to offer discounted or exclusive deals to your guests. At Lemon Tree Premier Jaipur, we organized live music with puppet shows, temporary tattoo art, and astrology sessions. All this made the Sunday brunch not just a venue to have good food but a window for them to create memories with their loved ones.

Dynamic Loyalty Program

A loyalty program is another way to say Thank You. It's crucial to create a flexible loyalty program that not only rewards guests for their stays, but also acknowledges their engagement with the hotel on social media, referrals, and candid feedback.

Rewards can include gifts, complimentary upgrades, discounts on dining or spas, and more. However, one can also get creative!

In the end, even as guest loyalty remains a timeless factor in hospitality, it shouldn’t be a high-priced affair! Making guests feel special is an art that entails genuine care, personalized touch, and thoughtful gestures. As a business manager, you create a long-lasting impression on your guests’ experience.

Never forget that it's the little things that matter!