Human brains are tuned in a way to favour the familiar. So even when travellers land in an unfamiliar place, they might well look out for a hotel brand with which they have had experience of engaging in some way or the other. But familiarity itself is not always enough to make for loyal customers.
Blame this for our almost undefeatable urge to feel special, even in ordinary situations. Everybody does, and this where the importance of 'personalised service' or 'customised care' emerges. So along with impeccable services, that magic 'personal touch' that can cater to the individual needs of the guests can do wonder in terms of retaining them and also in bulging the bottom line.
The focus on personalised service enables hoteliers to establish a long lasting impact on the guests. This impact creates a sense of loyalty and builds trust and commitment towards the brand. Underlining the importance of personalised service for the hospitality industry, managers believes that this business can only flourish when guests want to keep coming back to the hotel for its hospitality and services they experience in the course of the stay or even while visiting the hotel.
Personalised service is not an option for luxury hospitality brands, but a necessity. Personalised service has a high impact and is a key-driver on satisfaction; crucial to brand image for adding new guests. Personal engagement and 'taking ownership' are pre-requisites for bringing new services to success.
Making the Connect
この記事は Hotel Business Review の September-October 2023 版に掲載されています。
7 日間の Magzter GOLD 無料トライアルを開始して、何千もの厳選されたプレミアム ストーリー、9,000 以上の雑誌や新聞にアクセスしてください。
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この記事は Hotel Business Review の September-October 2023 版に掲載されています。
7 日間の Magzter GOLD 無料トライアルを開始して、何千もの厳選されたプレミアム ストーリー、9,000 以上の雑誌や新聞にアクセスしてください。
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