Once the hotel experiences offer services in alignment with these, they have a win-win situation with Gen Y, turning them into loyal customers. However, building loyalty with millennials is a gradual process, and by consistently delivering on these aspects, businesses can foster lasting connections and turn them into devoted customers and advocates for their brand.
Let us have a look at what hospitality veterans have to say in this regard...
Ashley James, General Manager, Angsana Oasis Spa & Resort Bengaluru
Angsana, as a brand, aligns well with millennials due to its emphasis on special moments and the appreciation of discovery. By providing spaces that encourage cultural connection and a sense of belonging, Angsana can appeal to the millennial desire to engage with their surroundings and find a place of solace.
To effectively understand and convert millennials into loyal customers, it is crucial to acknowledge their distinct characteristics and preferences. According to me following points are crucial:
Discerning and experiential travellers - Millennials value unique and meaningful experiences. By providing tailored and immersive experiences that go beyond traditional offerings, businesses can captivate this generation's interest and loyalty.
Health-conscious individuals - Gen-Y prioritizes health and wellness. Offering healthy food options, fitness facilities, and promoting wellness-focused activities can attract and retain millennial guests who are conscious of their well-being.
Positive interaction - Millennials appreciate friendly and positive interactions. Creating a welcoming and enjoyable atmosphere, coupled with exceptional service, will enhance their overall customer experience and foster loyalty.
Sumender Kumar, Rooms Division Manager, Hyatt Centric MG Road Bangalore
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