Tema Frank, Today’s Hotelier
We all want loyal customers. They save us money on advertising costs and agency fees because they are likely to come back to us directly to rebook. They are more likely to tell others about us and send us referral business. They make our staff feel good, because there can be a relationship that develops and regular customers are more likely to leave larger tips. So how do you get that kind of loyalty? The key is delivering consistently excellent, and sometimes surprising, customer experiences. Let’s break that down.
Richard Takach, Jr., Today’s Hotelier
The ability to form successful partnerships, similar to how we build an internal team of executives and staff, is an essential function and distinguishing skill of all hotel executives. Some relationships are, by their nature, short-lived. Others can last a lifetime. The business relationships and partnerships that we create in our organizations, in many ways, define who we are, how we deliver to our customers and to the promise behind our brand. They’re a direct indicator of our overall success and profitability.