What solutions are there for getting to know your hotel guests and winning their loyalty? 80% of your revenue is generated by 20% of your hotel clientele. Targeting and attracting customers then winning their loyalty are the factors that determine your hotel's success.
What solutions are there for getting to know your hotel guests and winning their loyalty?
According to TARP, winning over an existing customer costs on average 5 times less than gaining a new one. So what if the profitability of your establishment was based upon customer loyalty?
- You know how to target customers, but now you want to keep them on board.
- You want to know how to get to know your guests better,
- Find out if they’re satisfied with your hotel,
- Whether they liked your restaurant…
- You want to know how to make a transient guest want to come back again or stay at another of your group’s hotels,
- And how to value a guest by showing them that you know them well.
A study carried out by Coach Omnium revealed that on average, 80% of your revenue is generated by 20% of your hotel clientele. Imagine, then, the financial impact that a customer loyalty strategy can have. Targeting and attracting customers then winning their loyalty are the factors that determine your hotel’s success.
The answers can be found in our Winhôtel hospitality software: the guest file, customer relationship management, satisfaction surveys and customer loyalty schemes.
The first step towards getting to know your guests is to fill in each guest card in your hotel software’s guest file with care, as it’s a powerful tool in the customer loyalty process.
This database can then be used in a precise way for mailing campaigns and other actions.
It also gives you a simple way of keeping track of your guests’ loyalty based on how often they come to stay.
Customer Relationship Management (CRM)
As well as the guest file, which already provides you with precious information about your clientele, you can set up our CRM module, built into your hotel software.
The module gives you an overview of all commercial moves made towards guests or prospects.
It naturally favours guest information sharing and thus improvement of your service and sales performance.
To know your guests well, you also need to evaluate their level of satisfaction compared to their expectations.
The online satisfaction survey module is a tool for gauging and steering your guests’ satisfaction by sending them e-mail questionnaires and returning the results in real time.
Sequoiasoft hospitality software is interfaced with Qualitelis, Olakala, Customer Alliance and Vinivi satisfaction surveys.