You can see a motel in America anywhere along roadways, from major highways to small towns. What does it tell you about the hospitality industry? It’s clear that the industry is growing and customers have more and more options to choose from.
Being a motel owner in the hospitality industry, not getting enough customers is one of the biggest challenges you face today. It tells you a lot about how you should use your resources. Optimising staff efforts and enabling better customer service should be the first two things you integrate into your business model.
But even after this, if you are struggling to build customer loyalty, let us give you a step-by-step guide. In the hospitality industry, customer experience is everything. So let’s get into it and discover the top strategies that can boost guest satisfaction and loyalty.
Launch a Loyalty Program to Build Customer Loyalty
- Curate a unique loyalty program where customers can get an opportunity to earn points that get converted to tangible benefits. For example, run marketing campaigns informing potential customers of this program.
- You can offer 30 points to guests if they make a booking using the official motel website and 10 points when they use a third-party platform like MotelsWeb.
- Once they reach a short milestone, offer a free B&B or any equivalent service that makes them want to return to your motel.
Be Open to Feedback: Or Rather, Establish A Feedback System for Your Motel
- No service can be improved if you’re not open to feedback and customer complaints. Many of the motels in Florida, Miami and LA ignore this particular aspect because they feel it will invite negative exposure to their motel from customers.
- But think of it like this: without learning about the firsthand experience of the customers, you cannot find the gaps in your service and facilities. So keep a transparent feedback system where you can gather direct feedback from customers.
- You should be appreciative of all the guests, irrespective of positive or negative feedback. By proactively acting upon the feedback, you can show your guests that you are a customer-centric business that will make them trust you more.
Bottom Line? It’s the Time for Personalisation – Make Every Guest Experience Unique
Offer an enjoyable and unique experience to the guests staying at your motel. Every business today should focus on personalisation. Keep intuitive web systems that can gather customer insights like their interests, food preferences, room preferences, etc, based on which you can offer personalised services to them. Attracting guests to make a booking is one thing, but re-inviting them to stay at your motel needs extra effort. Building loyalty, taking feedback and offering personalised services are a drop in the bucket, but it will get you there. The best motels in America have very customer-centric policies and programs, which is how they retain customers. Don’t hold back and face the competition fiercely. Increase your chances of being spotted and get listed on MotelsWeb, a third-party motel-listing platform, a trusted space for many!
