7 Ways to Win Your Guests’ Loyalty – stayntouch

Sandra L. Pouncy

…And while you’re at it, streamline everything else too. 

Hospitality means making it as easy as possible for guests to experience their ideal stay. Hoteliers should streamline every conceivable touchpoint, so that nothing stands between the guest and getting what they want. Booking should be made as easy as possible with a fully integrated IBS that can automatically adjust to fit desktop or mobile devices, and will automatically update the guest’s profile whenever they book a reservation or request an upgrade. Integrating with a mobile point-of-sale (POS) system can deliver a streamlined, mobile-first experience to every dining establishment in your hotel, allowing your guests to order through their smartphone, a tableside kiosk, or strategically placed QR codes. Digital payment platforms should be incorporated into every monetized touchpoint in the guest journey, so that guests can use the payment method of their choice, either in person, on their mobile device or guest-facing kiosk, or secure payment link or QR code. Integrating with a mobile guest messaging system allows guests to instantly ask questions or make requests from staff, while allowing a single staff member to assist multiple guests through the messaging apps of their choice. 

Never reset the relationship with your guests back to zero

Every time a staff member asks a repeat guest “have you stayed with us before,” they unwittingly set the relationship back to zero. This is especially true for chain brands, which must form relationships with guests across multiple properties and regions. The key is to deploy a mobile PMS with guest profiles that can be recognized and updated across multiple properties. With this level of multi-property functionality, a guests’ stay and rate preferences, loyalty perks, and special requests or notes can “follow” them as they stay at different locations, informing staff, integrated platforms, and guest touchpoints. The result is to create a “home away from home” for your guests, where each subsequent visit increases the level of personalization for the guest experience.

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