Guests that come back again and again to your hotel or resort are providing you with a steady stream of income. And that’s not just because of their spend (though, as you’ll see, that’s also a major benefit). Their loyalty makes them a valuable asset, particularly because it’s so easy to share our experiences with friends and fellow travelers. Your guests are influencers with a wide reach that covers dozens of well-traveled review sites and social media outlets like Instagram. In this article, we’ll explore why repeat customers are the key to your growth.
Why returning guests are so important
Let’s consider a few reasons why you should focus on pleasing your guests and getting them to rebook:
- They are going to spend more. A guest that returns does so because he or she knows the value of what you provide. They know it meets and exceeds their expectations. The quality of your service also makes them more likely to trust you when you recommend targeted upgrades and add-ons.
- They are your brand ambassadors and give you free marketing through positive reviews. The popularity of dozens of travel review sites shows that people take stock in the experiences of those who’ve stayed at a hotel. The higher your ratings, the more you’ll stand out from your competition in a positive light.
- You already know what it takes to make them happy. You’re committed to delivering high-quality service. Once you know the elements that resonate with your guests, you can focus on those specific services. You are leaving money on the table by not showing the value you’ll provide when they return. Whether they are premium guests or visitors who plan for that special trip once a year, both types of travelers can be enticed to return if you provide a great experience and know how to follow up.
- You don’t have to rely on third-party services for their business. It’s no secret that you give up a lot in revenue when you work with online booking sites. A repeat customer, on the other hand, is one that you can nurture cost-effectively from within your organization or by working with a close partner that has your best interests in mind.
In future articles, we’ll look at steps you can take to improve the guest experience so that you attract more loyal customers to your hotel and increase your revenue while growing profits. Subscribe to our blog for ways you can be profitable and continue providing the great services that earn guest loyalty.
Rely on our insight
Here at Forecast Sunny, we’ll help you harness the power of your best guests. Contact us today and let us suggest some way we can work together so you can maximize the value from your most profitable guests – and do it in the most efficient way.