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Blog....
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What's the trick about guest loyalty?It is very simple when you understand which buttons to press. Here is the trick!The only thing you have to do, is really care about your guest and offer
them honest attention by knowing what they care about. When you own a
small company, this case is easy because you meet your guests on a daily
basis. In Thermae 2OOO for example, we are welcoming 250.000 guest
every year. Impossible to know them all.... Obviously spoken. Having the
right software combined with attitude training makes it possible for
large companies to exceed guest expectations by offering personal
service. The quality management information shows how often guests are
visiting us, when they paid their last visit, which treatment they like
and even if they have preference for 'a blond' or 'a brunette' lady at
check in. Sounds like a joke but last time a single male checked in at
our hotel desk, this question was asked, maybe a bit naughty, by our
female team at reception. This kind of service we train our staff to
distinguish ourselves from all other hotel check ins. And it works! We really see higher marks on our review sites. Acting on guest behavior at the right moment
creates an unforgettable difference. Our trained staff knows how to
approach every single guest differently, because they have a support by
the right historical data and moreover the right attitude training. If
you are able to respond to a guest preference with a smile from the
heart, you are creating ambassadors for life.
Concluded: in the
end it is not a trick, realising that people will forget what you said,
people will forget what you did, but people won’t forget how you made
them feel! So knowing this it is anticipating by management in quality
information and 100% right execution by upbeat staff.
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