How to cultivate loyal customers in your hotel

According to expert statistics, 80% of a hotel's profits come from only 20% of its loyal customers. They make substantial contributions to the hotel and occupy the core position of the hotel's customer asset management. Loyal customers are the hotel's valuable resources and wealth. Therefore, hotels should continuously improve the quality and internal strength of their employees and practice their unique skills in retaining guests. 1. Take the initiative to solve problems for guests. When customers have some worries and questions about future consumption, they must show their understanding of these worries and questions, and patiently explain the hotel's attitude and ability to solve these problems. During the communication, try to be a professional and proactively introduce to customers some of the most pressing issues that arise when the hotel undertakes similar activities, so as to enhance trust with customers. 2. Try your best to find a way, don’t turn away guests, pay close attention to the status of the room, and when the room is not tidied up, pay attention to comfort the guests and prevent them from losing. You can sit in the coffee shop for a while, drink a cup of tea, think more about home selling techniques, and sell more homes. Create multiple benefits. Even if the room is full, don’t turn away guests easily. We don’t want to give up on any customer. If you give up once, you may give up forever. To design for guests, our Pacific International Hotel requires employees to promote other high-end rooms or consider upgrading when housing is tight. In short, don't turn away guests. 3. Whether you know them or not, take the initiative to greet guests. Among star-rated hotels, the hardware of hotels of the same category should be the same. The reason why they can attract guests and have a stable source market is because of the quality of their services. , the advantages and disadvantages of civilization are at play. Greet guests first with a smile on your face. Regardless of whether you know them or not, or are familiar with them or not, as long as you meet the guests face to face, you must greet them proactively and be polite. What kind of atmosphere is this? Imagine entering such an area, everyone is full of spring breeze and full of energy. This state and atmosphere can be summarized by more than just "feeling at home"? This kind of working state and this kind of state is what a truly world-class hotel should have. 4. Take guest complaints seriously. The most troublesome thing for hotel employees is guest complaints. In fact, handling guest complaints can be used as an opportunity to win over guests. No matter what the circumstances, when guests raise objections, we must accept them and express our apologies before moving on. Attempts to communicate effectively with guests. 5. Only by serving with "heart" can guests be satisfied. The reason why guests complain is because employees fail to understand the guests' hearts and fail to provide them with services that satisfy their "hearts". Therefore, in your work, you must use your "heart" and exchange your heart for your heart in order to gain the satisfaction and appreciation of your guests. Only by constantly caring for our guests can we understand their hearts, retain them, and become our friends and loyal customers. 6. Standardize operations, anticipate guest needs, and provide personalized services. During the meal process, guests must be diligent with their eyes, mouth, legs, and hands. Check back and forth to see if there are any debris on the table and whether anything needs to be added. . It is necessary to provide advance service and take the initiative to share soups and dishes for guests; it is necessary to constantly innovate and change dishes frequently. Dishes that remain unchanged for a long time will make customers feel boring. Dish innovation is not only innovation in raw material combination and taste, but also innovation in utensils. Accumulate customer information and provide targeted services to win customers' hearts and turn them into loyal customers. Although the hotel's western restaurant provides a buffet, sometimes when a guest's unconscious conversation reveals that they want some dishes that are not available on the buffet, the attentive waiter will find a way to go to other restaurants to bring a small portion for the guest. These subtle personalized services have accumulated touching moments from guests again and again, making guests who dine in the restaurant feel as warm as at home. 7. Give full play to the charm of innovative services. A German guest once made a reservation at the Pacific International Hotel. When he arrived, the waiter handed him a stack of exquisite business cards, which read: "My home in Deyang", the hotel address and Room number and name. What kind of service is this? At the hotel where this friend stayed, not only did a business card be customized (to ask for directions when going out), but it also gave him the feeling of "home" invisibly. Obviously, "home" is the safest harbor for everyone, especially for guests who often go out, and we must pay attention to creating a "home" atmosphere for them.