7 Strategies To Increase Repeat Hotel Guests

Why Is It So Important for Hotels to Increase Repeat Hotel Guests?

Because repeat guests already know and trust your property, what makes them important for a thriving hotel, and makes them more likely to return (stabilizing occupancy rates), they significantly reduce customer acquisition costs and are easier to upsell. They play an essential role in the overall success and profitability of a hotel, and most important, by the time they come back, your hotel will have gathered valuable data about their preferences and behaviors. This allows hoteliers to offer personalized experiences that fulfill their needs, as well as enhancing significantly guest satisfaction and creating even stronger loyalty. According to a PWC report on customer experience, “Customers are willing to pay more for the experience qualities that matter most to them: 43% of consumers would pay more for greater convenience, and 42% would pay more for a friendly, welcoming experience.” Repeat guests are precisely the type of customers who value these qualities because they’ve already experienced them at your property. There are several benefits hoteliers can get by increasing the hotel's repeat guest base:

Higher Revenue and Direct Bookings

Loyal guests are more likely to book directly, reducing reliance on third-party platforms or OTAs and saving on commission fees. They also value the service already, so they are willing to spend more and are less sensitive to an increment in prices. This increased revenue will also increase your revenue per available room (RevPAR), check our new calculators' section to easily get your RevPAR.

Lower Customer Acquisition Costs

Acquiring new guests is significantly more expensive than retaining existing ones, making repeat guests a more cost-effective target. Everyone in the business world knows that acquiring a new customer is anywhere from five to twenty-five times more expensive than retaining an existing one, so at the end, repeat guests reduce customer acquisition costs.

Improved Occupancy Rate Stability

Repeat guests help stabilize occupancy rates. Hotels have their ups and downs depending on the seasons, city events, economy, you name it. But repeat guests are more likely to return even if there are fluctuations, and every time they travel, they are going to choose the hotels they liked and the ones they trust. To easily know your Occupancy Rate, try our new calculator's section here.

Stronger Brand Reputation and Word-of-Mouth Marketing

Repeat hotel guests often recommend your hotel to friends and family, further expanding your customer base, they provide a free marketing strategy acting as brand ambassadors. They will most likely leave good reviews, provide better feedback and give testimonials that will help your hotel reputation, which will attract new guests.

Greater Upselling and Ancillary Revenue Opportunities

Familiar guests are more open to purchasing add-ons, like room upgrades or spa packages, because they already trust your services.

Enhanced Guest Personalization and Long-Term Success

Repeat hotel guests are easy to surprise, hoteliers already have data about them, their needs can be anticipated, and they contribute to the success of the hotel in the long term. Focusing on increasing repeat guests is a strategy that ensures a steady stream of revenue, builds stronger guest relationships, and also sets your hotel apart in a competitive market.

7 Hotel Strategies to Increase Repeat Guests

When guests feel valued, they will return to a great experience, recommend your hotel to others, and bring all the benefits mentioned in last section. So, let’s take a look at seven strategies to increase repeat hotel guests while creating a lasting impression:

1. Create a Loyalty or Repeat Guest Program

Loyalty programs are one of the most effective ways to reward guests and incentivize them to return. Giving points for every booking is a common practice, later they can redeem for free nights, spa treatments, or room upgrades, for example. You also can provide special benefits like early check-in, late check-out, or also a dedicated check-in line for repeat guests to make them feel appreciated and valued. Loyalty programs also create a sense of exclusivity, which guests love.

2. Work on Your Guest Feedback

Use surveys, online reviews, or post-stay emails to collect feedback about what you’re doing well and where you can improve. For example, if guests frequently mention slow check-in times, consider investing in a mobile check-in option like roommaster’s mobile app to make the process easier allowing guests to check in and access their rooms directly from their smartphones. A study by Hoovers found that 65% of a company’s business comes from existing customers, so adjusting operations based on their feedback is a great way to retain your guests.

3. Leverage Technology to Gain Guest Loyalty

Using technology is essential to increase repeat guests. For example, a hotel management software like roommaster, centralizes guest profiles, preferences, and booking history, with these features, hoteliers can create the perfect experience for every repeat guest. Hoteliers can also offer personalized touches with the data collected, offering repeat guests their preferred room setups for example, or targeted promotions, increasing guest satisfaction and loyalty at a time.

4. Personalization and Guest Recognition

Today’s travelers want experiences made specially for them. Every hotelier’s priority should be to recognize repeat guests by name and remember their preferences. A property management software for hotels can help you with guest profiles, so you can track preferences like room types, dietary needs, or even past booking habits.

5. Create a Sense of Community

Guests will return when they feel a connection to your hotel. It’s a psychology fact that memories last longer when emotions intervene, host events or activities that encourage interaction and create memories, for example, organize a weekly wine tasting, a local artisan market, or a seasonal festival and guest will feel like returning to your hotel. More examples: Beachside properties could offer group yoga sessions or bonfires, while urban hotels might host rooftop movie nights or city tours. Guests are going to love it!

6. Deliver Exceptional Service

• Attention to Detail: True attention to detail cannot be taught, create a positive work environment and foster a genuine passion for helping others and you’ll win in attention to detail. When staff feel valued and motivated, they naturally do their best to ensure guests have an exceptional experience.

• Personalization Matters: Celebrating special moments like birthdays or anniversaries is a great way to make guests feel appreciated, but personalization doesn’t have to stop there. Pay attention to the little things, like a guest’s favorite drink or their preferred room setup and find ways to make their stay even better, surprising them with what they love.

• Think Outside the Box: Guests have expectations of what a hotel can and cannot offer. Surprise them by going beyond the ordinary in kind and creative ways. You can give them a small, unexpected gesture or a completely unique offering, exceeding expectations will always leave a good memory.

7. Keep in Touch

Staying in contact with guests after their stay keeps your hotel in their minds. Use email marketing to send personalized messages, holiday greetings, or updates about upcoming events and promotions. Let’s say, write them a follow-up email thanking them for their stay and offering a discount for their next booking, this will show them your appreciation and will leave them wanting to return. Social media is another great tool to engage guests with behind-the-scenes content, contests, or special offers.

Extra Tip: Educate And Help Your Guests with Other Services to Increase Repeat Hotel Guests

Let your guests know about all the services and experiences your hotel offers! Many guests may not realize you provide extras like spa treatments, dining packages, or local tours unless you inform them, so ask your team to communicate them, also use check-in messages, or as well as digital guides to highlight these options and make recommendations depending on what they are looking for. You can also partner with local businesses to offer exclusive perks, like discounts on nearby attractions or unique experiences. When guests feel cared for and discover added perks, they’re much more likely to return. Remember: The final goal is to make every visitor feel like your hotel is their home away from home.

The Role of Staff to Increase Repeat Hotel Guests

Your staff plays one of the most important roles in turning first-time visitors into loyal, repeat guests. The way employees interact with guests leaves good or bad memories, that's why exceptional service has such an important role in loyalty. If your staff delivers a warm, personalized service guests will certainly feel valued. Empower your team so they can handle guest requests proactively and resolve issues. A guest whose issues are solved and who gets good treatment from your workers will be more likely to return.

What is the hotel repeat guest program?

A hotel repeat guest program is an initiative designed to reward loyal guests and encourage them to return. These programs may include benefits like earning points for stays, interchangeable for free nights, discounts, or exclusive perks. Beyond points, a repeat guest program can also include personalized offers or upgrades, like a complimentary breakfast or a late check-out, guests will love that!

How can I increase my hotel occupancy rate?

Increasing your hotel occupancy rate requires strategic planning from hoteliers and staff together and guest-focused efforts. Use technology to enhance operations and simplify the booking process. Use a channel manager software to efficiently manage room inventory across multiple OTAs, ensuring consistent pricing and availability. Additionally, implement a hotel booking engine on your website to encourage direct bookings, as well as reducing reliance on third-party platforms and increasing revenue.

Key Takeaways to Increase Repeat Hotel Guests

• Focus on Personalization: Guests value experiences made specially for them. Use a hotel property management software like roommaster to track guest profiles, preferences, and booking history, enabling personalized interactions that build loyalty.

• Reward Loyalty: Implement a repeat guest program to incentivize returns. Offer perks like discounted stays, complimentary upgrades, or exclusive packages to show your appreciation and encourage guests to choose your hotel every time they travel.

• Enhance Service with Technology: A good stay starts with successful operations. Tools like an hotel revenue management tool optimize pricing strategies, while a hotel booking engine simplifies direct bookings, ensuring convenience for your guests.

• Focus on Communication: Maintain contact with past guests through emails, promotions, and also social media updates to keep your property on their minds.

• Create Memorable Experiences: In order to turn first-time visitors into loyal, repeat guests hoteliers must focus on exceptional service, creative touches, and thoughtful gestures.

FAQs:

What is a Repeat Guest?

A repeat guest is someone who has stayed at your hotel, enjoyed their experience, felt comfortable, and decided to return for a second, third, or even multiple visits. Even better, they might make staying at your hotel a regular habit. These loyal customers are more likely to book with you again in the future. Repeat guests are familiar with your property, understand the value of your services, and are also often more willing to pay full price. Plus, they’re easier to upsell because they already know and trust that what you offer is worth the investment.

What are the most effective ways to increase repeat hotel guests?

Some effective strategies include implementing a loyalty program, offering personalized experiences, providing exceptional service, and staying in touch with guests through personalized emails or promotions. Hoteliers should also include technology, such as hotel pms, to streamline operations and as well as improve the guest experience.

How can a loyalty program increase repeat hotel guests?

A loyalty program rewards guests for choosing your property over and over again. Hoteliers should create incentives for guests to return, they can do so by offering points, discounts, or exclusive perks.

What role does personalization play in guest retention?

Personalization is one of the main priorities for guest retention. When guests feel that their preferences and needs are understood and addressed, they are more likely to return.

How can hotels gather actionable guest feedback?

Hotels should use surveys, online reviews, or post-stay emails to collect feedback. Advanced software can centralize guest comments and highlight trends, making it easier to identify areas for improvement and ensure guests feel heard.

What technologies are best for managing guest loyalty programs?

Technologies like property management software for hotels and integrated loyalty platforms are ideal for managing guest loyalty programs. They allow you to track guest stays, preferences, and reward points in one system, simplifying the process for both guests and staff.