Creating Repeat Customer's in the Hotel Industry

Creating repeat customers is vital to a Hotel's success. 

More than any other business, the hotel business needs and relies on repeat customer to compete, survive, and succeed. There is an old saying that goes "You can only make one first impression" well this could not be more true then in such a guest driven business like hotels. This is why hotel's place such a huge importance on customer service and the notion that the customer is always right. Earlier in the year we had guest speaker Terry Hammer come in to class to talk about the importance of guest service. During that talk he told us a story about a couple who complained about the room and his property even though they were treated great, he had a suspicion that these people were trying to get a free room or a discounted stay. Rather then argue and accuse, he charged the guests nothing for their entire stay because he wanted repeat customer business. This is why guest service in any hotel must be outstanding because the guest needs to feel welcome, at home, and that they would like to stay again whenever they get the opportunity. A major way that hotel's create repeat customer's besides providing exemplary guest service, is by creating a rewards program based on the number of nights a guest stays at a particular hotel. Rewards programs encourage guests to stay at the same hotel every time they are on the road or vacation, because if they do so, they will get free rooms, free plane tickets, or things like television and stereo systems. Repeat customers is not just necessary they are vital for a hotel to succeed, which is why good hotels will do anything for you to have you back.