They are an indicator that the hotel is working successfully. People will not return to places where administrators are constantly rude, maids do not take out the garbage, and spoiled milk is served for Breakfast. And during a low season or crisis, these people can save the hotel, especially if they rent rooms for a long time.
Guests carry the following advantages for the hotel:
- Steady income.
- They are the source of word of mouth.
- Improve the reputation of the hotel.
- They can give "feedback".
Feedback is important for the hotel's reputation, as the management staff needs to be able to handle criticism and suggestions. If dissatisfied new guests immediately seek to Express everything in a written review, lowering your site in the search, then regular guests are more likely to Express everything to you personally. And it's nice to work with such criticism and correct your mistakes.
Especially large hotels even invite regular customers to visit them to test the new service.
How do you properly build work with such important clients?