Hotel guest loyalty: 12 key indicators that fully reveal specific changes in guests

Original: Li Sheng

Hotel

From experience to satisfaction

From satisfaction to loyalty

In such a progressive process

What the hotel most wants to achieve is guest satisfaction

If hotel

More loyal customers

This means more than just high occupancy

It also means that products and services are excellent

Subscriptions

I write 12 main indicators

This is direction in which hotel management should work hard

One,

Number of repeat visits

By guest

Number of stays

The hotel can judge level of guest loyalty

Based

Customer information for providing offline and online services

Allow these clients to continue consuming

Second

Number of cross-sells

Hotel today

Cross-border links are popular

So

Cross-selling becomes a reality

If you

Continuously meeting diverse needs of customers

Increase their satisfaction

In addition, it can help hotels increase guest loyalty

Three,

Attitude towards competitors

Hotel guests

More attention to other hotels

This indicates a decrease in their loyalty

Currently

The hotel should serve these guests well

Increase his attention

Let their loyalty return to normal

Fourth

Invite Guest

If your guest

Recommend hotel to others often

This shows that his loyalty is very high

Such guests are main guests of hotel

Guests with big contributions

Special rewards and favors required

Five,

Increase frequency of stay

If guest

After some experience

Constantly increase frequency of his stay

This shows that his loyalty is very high

The hotel provides high-frequency services

This will increase friendliness and loyalty of guest to hotel

Six

Scheduled Duration

Away

When booking or choosing a room at front desk

If speed is high, then loyalty is high

If you choose and choose, you have low loyalty

Seven

Price Sensitivity

In general

If price sensitivity of guest to hotel is low

This means that his loyalty is high

If guest

Higher price sensitivity indicates lower loyalty

Eight

Tolerance to Quality Accidents

During your stay

If client is tolerant of service and other quality violations

Indicates high loyalty, otherwise low

Nine

Guest lifecycle

If hotel guests

Ability to maintain a longer period of time to create accommodation

Indicates that loyalty is higher, and vice versa, lower

Ten

Guest satisfaction

In general

Hotel

Guest satisfaction and loyalty are directly proportional

Besides monopoly and lazy loyalty

Eleventh,

Guest retention

The higher customer retention rate, better explanation

More loyal hotel guests

It also means that services and products of hotel are better

Twelve

Churn Rate

This indicator

It is an indicator of customer retention parity

If guest

The higher churn rate, lower number of loyal customers

The hotel needs to improve its products and services

I'm talking about hotel loyalty

Although there are only 12 indicators

But key indicators only

Number of repeat visits, attitude to competitors

Customer Referrals and Customer Lifecycle Metrics 4

Pass above 12 milestones

The hotel clearly knows its guests

Signs of declining loyalty

After appearance

Any of these 12 indicators

The hotel needs to analyze what needs to be improved

Improve quality of service

Better consider individual needs of these clients

Simultaneously

The hotel also needs to establish an internal management process

Increase employee training and other work

Constantly improve hotel management