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A Final Update on COVID-19

How to Use Personalization to Increase Guest Loyalty

Today’s travelers want hotels to provide them with personalized experiences tailored to their preferences. This fact is extensively covered within the industry, but why should hoteliers care? Studies show that hotels that take the time to create unique experiences customized to their guests’ preferences generate increased revenue per guest and strengthen brand loyalty.

So, how do you give your guests the service and experience they expect? Use technology to engage with them before, during, and after their stay and use the data generated by these interactions to build stronger relationships with your guests.

Create a Seamless Connection

How do you ensure your guests want to come back again and again and encourage their friends to do the same? Start by giving them a way to connect seamlessly with your staff. Research shows that hotel guests who are engaged during their stay are 40 percent more likely to return and will spend up to 46 percent more per year than disengaged guests.

In-room technology like mobile guest apps and in-room tablets allow you to create this connection without being invasive and give guests control over when they interact with your staff. Give your guests the opportunity to submit service requests, order room service, or request additional housekeeping items through these digital solutions. Mobile apps and in-room tablets can also be used to promote specials at your spa, bar, or restaurant to the right audience at the right time.

At the end of a guest’s stay, invite them back, ask them for feedback on their experience, and request they review or rate your property online. Shortly after their stay, follow-up with a personalized offer or promotion that keeps your property top of mind and encourages guests to return.

Understand One Size Does Not Fit All

Just like no two hotels are the same, no two guests are the same. It is important to remember this and create experiences that are truly personal and tailored. This can be as simple as displaying a welcome message on an in-room tablet or ensuring that a guest is offered their favorite corner room.

Guests have a wide variety of options when it comes to choosing accommodations, so making personalized experiences a rule rather than an exception will set you apart from your competitors. In an industry where consumers have more choices than ever before, it is important for you to understand your guests, what they want, and how to deliver on those wants.

At INTELITY, we’ve created a complete guest engagement and staff management platform that allows you to build better relationships with your guests, gain deeper insight into what your guests want, and develop increased brand loyalty. To learn more about our platform, schedule a demo today.

Integrations

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Mobile Key

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