How to Win Hotel Guests' Loyalty!

A competitive marketplace throws lots of challenges and opportunities for the hotels to device their best strategies in place. The foremost challenge common to all hotels is seeking to attract new guests to their property. The second challenge as a follow up is to retain their loyalty.

- Sharmila Chand

Here we talk to hospitality stalwarts as they share their winning strategies they consider fruitful to keep the customers happy and patronize the hotel. As the hotel industry is a vibrant and dynamic sector that is constantly evolving, 'Attracting and Retaining of the Guests' becomes imperative as the ultimate aim.

"Special discounts and deals can attract guests for a onetime visit, but for a long-term relationship, it is essential to create value-based propositions and unique experiences such as Yoga classes, Ayurvedic therapies, curated experiential food festivals." - Shuvendu Banerjee, General Manager, Crowne Plaza New Delhi Okhla

Loyalty is Royalty

Shuvendu Banerjee, General Manager, Crowne Plaza New Delhi Okhla

Guest loyalty is always at the forefront at Crowne Plaza New Delhi Okhla as it helps foster an environment that allows sustainable growth. Repeat guests not only benefit the hotel with boosted occupancy and revenues but also allow hotel team members to develop relationships with the guests. This helps team members better anticipate guest needs and can set a hotel up for an enhanced guest experience. Trends say that average order value of a repeat guest is higher than a first-time visitor.

Our hotel is a part of IHG Group and our re-imagined 'IHG One Rewards' program connects members to IHG Hotels and Resort's growing portfolio to 17 brands and 60,000+ hotels across the world. Revolving truly around its guests, the program offers them richer benefits, more ways to earn, newly enhanced credit cards, all powered by leading technology on an easy-to-use mobile app.