How do hotels keep their guests?

1, to meet the individual needs of guests. Guest demand is the starting point and destination of hotel business activities. The needs of guests are diverse, and their preferences and requirements are often different from the hotel regulations. In this case, the service personnel are required to deviate from the standard operating procedures appropriately and provide personalized service flexibly according to the specific requirements of the guests.

2. Look for new opportunities. Where there is demand, there is opportunity. The needs of guests are the source of hotel wealth. The needs of guests are constantly changing. Hotel operators should constantly study the needs of guests, improve and adjust hotel products and services according to the needs of guests, and create new profit opportunities.

3. Establish a good image. This is often an opportunity to establish a good image of the hotel in order to provide personalized service in time and accurately. Just the right personalized service can make the guests truly feel the care of the hotel, realize that the hotel puts the interests of the guests first, and let the friendly and thoughtful hotel image penetrate the hearts of the guests.

4. gain a competitive advantage. Hotels should provide guests with personalized services that competitors can't easily imitate, which are important to guests and feasible in finance and operation. Establish personalized relationship with guests through high-quality personalized service, form guests' loyalty to the hotel, and use good word of mouth to attract new guests for the hotel to gain competitive advantage.

5. The relationship between personalization and standardization. Personalization is the extension of standardization, and standardization is the guarantee of personalization. Personalized service is not the core of chain hotels' escape-standardization, but an extension on the basis of standardization. With the constant change of the hotel market and the gradual segmentation of the tourist market, guests not only have higher requirements for the hotel's hardware facilities, but also feel more meticulous about the service, which requires enterprises to add more personalized services with human touch on the basis of standardization.