How do hotels keep repeat customers?

In fact, hotel management is even more so: hotels without repeat customers are very dangerous. This shows that the service and products of this hotel are not recognized by the guests, and the guests who have consumed it no longer choose this hotel as their next consumption place, and even make negative publicity on the hotel. As a hotel decision-maker, we should not only assess the business indicators of the business department, but also assess the repeat customer rate of the business department. In principle, the return rate is lower than 30%, and the service quality of the hotel still has a lot of room for improvement. To do a good job in the service of repeat customers, we should first form an atmosphere of paying attention to repeat customers in the hotel, do a good job in basic work such as customer files, and then take concrete measures in the service process design. 1. In hotel sales, it is necessary to create additional benefits for repeat customers to serve in the store (1). Hotel frequent visitor reward scheme is a reward for repeat customers. Employees need incentives, and repeat customers need incentives even more. In order to keep repeat customers, we must launch a feasible and attractive frequent visitor reward plan according to the actual situation of the hotel. (2) Helping to solve the problem of repeat customers is the best opportunity to build loyalty. The hotel may not be able to stay in the hotel because of the reception meeting or the arrival of the peak season. This is very harmful to repeat customers. Hotels should take measures to avoid this situation. For example, when business is busy, several rooms will be reserved every day for old customers to use urgently. Don't book a full room in pursuit of occupancy and efficiency. Even if you can't meet the booking needs of repeat customers, you should send the sales manager to his hotel after booking rooms in other hotels, and send some gifts to apologize, and then take him back to the hotel after breakfast the next day. (3) repeat customers also need to pursue hotels. Because of their spending power, repeat customers have become the object of competition among hotels. If the hotel wants to win in this chase, it must have the spirit of pursuing "girlfriend", based on the understanding of repeat customers and the constant grasp of their whereabouts. Show up when they need you most, and disappear when they don't want to see you. 2. In terms of catering services (1), old dishes develop new customers and new dishes retain old customers. The core of catering management is dishes. Dishes are one of the key factors for customers to choose hotel locations. For repeat customers, the first thing is to be familiar with and recognize the dishes in the hotel, hoping to eat their usual favorite dishes; Secondly, don't always be "old-fashioned", but also need some stimulation of change. As a hotel restaurant, we should fully understand the consumption habits of repeat customers, based on their favorite dishes, and create freshness with innovative dishes that are constantly introduced.