Tips and plans on how to retain guests

In today's fierce competition among hotels, retaining guests is a very important task.

Every hotel has a loss of guests. There are many reasons for the loss. Since there is no data record, no interaction and communication with the guests, and no targeted analysis of the lost guests, the hotel’s marketing is generally The analysis is based on the data in the PMS, as well as the data of nearby competitors and OTA data, and the lost customers have been "let go".

How to reduce customer loss?

1． Treat guests as friends

Under China's national conditions, it is better to treat guests as friends than to treat guests as God. Generally speaking, interactions between friends are based on courtesy. If you go on a business trip to another place and have a good friend there, you will definitely feel at ease and happy. Therefore, if you treat your guests as friends, serve them with friend-like care and spontaneity, and make them feel like friends, the probability of this guest becoming a repeat customer is very high.

2. Keep interacting with guests

One of the biggest features of the mobile Internet is *** sharing. If the hotel can provide an interactive channel for guests, the hotel should have a dedicated person in charge so that guests can have a good interactive communication circle when they are on a business trip, and in this circle, there is information about the city that they want to get. Think about it , how will the guests feel!

We all know that both Didi Taxi and JD.com have customer reviews, and shop owners also respond to reviews. The same goes for hotels on OTA, but they are not good enough or comprehensive enough. Not detailed enough.

3. Be respectful to guests

Many people like to save face, especially in front of friends. If we are on a business trip, our hotel will give the guest enough face, which will greatly satisfy the guest's vanity and make him feel extremely comfortable. , this feeling will at least remain in his memory for a long time.

4. Hotel data application

The hotel needs to establish its own guest data recording and analysis system to automatically classify different guests. Each guest has his own label. Whether maintenance or promotion is not a general "wholesale" " style, but highly targeted and exciting. Then, all services provided to the main guests and guests with high contribution rate will be different.