How to retain long-term hotel guests

Letting guests know what products and services your hotel offers and what fun things are nearby can help you stand out from the competition, especially if they can’t get these activities or services elsewhere.

1. What should you introduce to your guests?

Don’t always think that your potential guests will know the products or services you provide. Like a travel agency, let customers know the products and services you provide before they arrive, instead of relying on your hotel. Promotional leaflet or brochure.

Establish contacts with local tourism authorities to ensure that the information you provide is kept up to date. What activities are available every day, such as attractions, theme parks, museums and places of interest? What festivals, markets or events are there locally? What outdoor activities appeal to your target consumers: attractions, hikes, gardens, wilderness adventures, etc.?

Main attractions are important, but highlighting some activities that guests can’t find in travel guides can make your stay more unique.

Don’t forget to tell guests about the activities organized by your hotel. If your hotel is in a particular climate zone where guests spend most of their time, let them know about all the indoor activities you offer so they don't have to spend cold, wet nights wondering what to do.

2. Pay attention to the things that the guests are most interested in.

There may be many potential activities, but you only need to pay attention to the activities that the guests are most interested in. And what activities are guests interested in? Get feedback from existing guests. What will they do during their stay? What do they like? Where do they think their money is best spent? What made them choose your hotel? What are the underlying reasons they would like to stay at your hotel? How would they recommend your hotel to friends or family?

3. Facilitate guests’ choices

It is one thing to let guests know about the activity, but it is another thing to let them make a choice. Let guests know some facts: distance, how to get there, and the opening hours of the event. Provide guests with relevant contact details or website links (test these frequently to keep them updated). Certain activities require advance booking. Can you help guests arrange these activities?

Make certain activities as accessible as possible. If your guests enjoy hiking, can you provide equipment to blow-dry or dry their wet boots? If you arrange a fishing trip, can you help them obtain permits and fishing gear? If getting to certain places is difficult, how do you help guests get there?

4. Cooperate with local businesses

If a certain location, activity or attraction will bring you consumers, take the initiative to establish a partnership with the organization that organizes the guests. . Invite them and know what products or services you have to offer so that they can market your products and services to their own guests and vice versa.

See if you can collaborate on some product packaging services or promotions? This brings great value to your guests. Or ask a partner to become a sponsor of an event you organize? These collaboration channels can create opportunities for cross-selling between you.

5. Add emotional color to the activity description

Don’t just copy the activity content or attraction information on the promotional leaflet, add your own emotional color to make them come alive . Point out your favorite hiking or adventure trails, places to relax, etc. Everyone loves a story, so let your own experiences speak for themselves.

Encourage your team to share what they like to do and where they like to go. Not only is this more personal, it also brings guests closer to your team.

If you need to provide information about an event that you are not interested in, find someone who is interested in writing it. If there is a local racetrack and you personally hate horse racing, find someone interested in writing an anecdote about horse racing.

However, don’t forget to include what the guest did during their stay at the hotel.

6. Repeat these events

Provide as much information as possible on your website, including pictures and videos, but don’t stop there. Your personal story is the perfect content material for blogs and emails, while providing some great talking points for free downloads will make potential guests want to join your email list.

Reply to confirmation emails in a personalized way, inform guests about activities during their stay (remind them if they need to book), and ensure they have enough information when they check in, including local maps, relevant information Event opening hours and updated bus timetables or travel arrangements, etc.

7. Keep updated information

There is nothing worse than seeing an ad on a hotel website for an event that happened six months ago. The schedule of various activities needs to be updated in real time, which requires the participation of your team. Set up "championship awards" for different activities based on the interests and hobbies of team members, because the things you are interested in can attract your attention more.

You also need to keep abreast of hot topics discussed in the media and major events that may occur in the local area. For example, as I write this, Highclere Castle in Berkshire, England, is known as the most expensive country house in the world. What are the headlines in your local area?

On the contrary, if your hotel consumers want to avoid following the popular route, you have to work from the opposite angle.

So whether your customers are business or leisure guests, you must give consumers a compelling reason for them to choose you, that is, let them know what they can do during their stay at your hotel; and then try your best to Making it easy for them to enjoy these activities and services will not only attract repeat business, but also lead to more referrals.