Building Sustainable Guest Loyalty in Hotels: Where True Loyalty Comes From
Albert BarraFebruary 20, 2025 · 1 min read
Ideas, knowledge and community for a better future in Hospitality.
BYAlbert BarraHospitality · Strategy · Leadership · Marketing
In a highly competitive, intermediary-driven market, hotels need more than discounts and reward schemes to build guest loyalty. Lasting loyalty comes from understanding guest needs, creating meaningful value and aligning every hotel department around a consistent guest experience.
No, I will not talk about points programmes, discounts or loyalty cards. Rather, quite the opposite.
When we analyse a hotel’s performance data, we fuel our need to reposition our hotel, as well as the need to build customer loyalty so that we do not have to pay so much in commissions.
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