eTwinning Project: Pick a Hotel!

eTwinning Project: Pick a

Customers & Hotels

One of the goals of every hotelier is able to retain his guests, and one of the most effective ways is to focus on customized services not present in the list of hotel facilities.However, in a world where travelers book jumping from one website to another - to mobile PCs, from flash deals to OTA - including loyalty programs must be completely rethought. Taking necessary customer care, what stimulates him to return.

The regular and satisfied customer generates a substantial portion of revenue, especially if it comes to business customers and the hotel in some cases become a family for the guest who stays 15 or 20 times a year in the same hotel. From a survey carried out by Deloitte it found that only 7.8% of travelers always stays in the same hotel, so acquire customers has become a difficult challenge for hoteliers who must try to engage more effectively their guests.

So what distinguishes one hotel from another is often intangible, and part of this intangible dimension is precisely the human relationship. Therefore it must become truly competitive! Until now the hotels have had to compete on a number of basic services - a large bed, a large bathroom, free Wi-Fi - but now you need to do more different products and service: for example through the interior design of the hotel, offering services tailored to the characteristics of the client or extras such as live concerts by artists.

Keeping Our research answers Deloitte about the customer satisfaction with the services provided by their preferred hotel at the top stand out the ease of a late check-in, free parking, the experience of previous stays, free Wi-Fi room, location, comfort, ease of booking procedures, modification and cancellation. Ensure this range of services is the starting point and then focus on more tied to their brand activities.

Some possible strategies according to the results collected from the Deloitte report:- Customer Dealing with unexpected rewards: try to surprise them!- Think about the extras that take into account the client's habits;- Provide awards immediately accessible;- Reinvest in skills and infrastructure: use the information gathered to your advantage.

Build customer loyalty remains a difficult mission and at the same time essential!

IIS CALLERI PACHINO - ITALY Debora, Sebiana, Vincenzo, Andrea, Delia, Andrea, Noemi, Samuel, Martina