Tips for enouraging repeat guests at your hotel

Building strong customer relationships is essential in any industry, but it’s especially important in hospitality. Loyal repeat guests don’t just stick around – they bring in new business by recommending your hotel to others. So, how do you keep them coming back? This guide breaks down practical strategies to help you attract and retain loyal guests, ensuring they choose your hotel time and time again.

Why do returning guests matter to a hotel?

Getting guests to come back is good for business, and it’s great for your hotel’s reputation. Loyal customers mean steady revenue, more word-of-mouth recommendations, and glowing reviews. Plus, when you focus on keeping existing guests happy, you’ll spend less time and money trying to attract new ones. It’s a win-win for your team and your bottom line.

Loyal guests are a big win for your hotel. Here’s why: first, they bring consistent revenue – regular repeat bookings mean you can count on a steady income. Second, they’re cost-effective as keeping current guests happy is far cheaper than trying to attract new ones. And third, they’re your best marketers – satisfied guests love spreading the word, boosting your reputation and bringing in even more business.

What makes a repeat guest at a hotel?

A returning guest isn’t just someone who visits more than once. They’re someone who feels a genuine connection to the hotel and keeps coming back. But when do they earn the coveted “repeat guest” title? Typically, it’s when they stay at the same hotel three to four times a year or make repeat bookings over a longer period. These loyal guests are the backbone of any hotel’s success.

Characteristics of a returning guest:

• Trust: You know the quality and service of the hotel and know what to expect.
• Personal connection: Regular guests feel at home in the hotel, often thanks to the personal contact with the staff.
• Consistency: Reliable service and consistently high standards are convincing.
• Recommendation behaviour: They actively recommend the hotel and leave positive reviews.

Strategies for attracting repeat guests

Loyal guests start with a great guest experience, and there are simple ways to keep them coming back. Personalisation matters. Tailoring the guest journey by remembering their preferences – like a favourite room or go-to drink – makes a big difference. It shows you value their choices and creates a genuine connection that keeps them returning for more.

Great service is key to keeping guests coming back. Friendly staff, quick solutions to problems, and genuinely listening to guests’ needs make them feel valued. Loyalty programmes with perks like points, discounts, or room upgrades add extra motivation for guests to return. It’s all about making their experience memorable and worth repeating.

Staying in touch with guests is key. Feedback helps you spot areas for improvement and shows guests that their opinions count. Simple actions like newsletters, personalised messages, or even a quick birthday greeting can go a long way. Engaging with guests on a regular basis builds stronger connections and keeps them coming back.

Get more returning guests with AI: Meet HiJiffy’s Campaign Manager

The HiJiffy Campaign Manager makes it easy for hotels to run targeted, automated campaigns that bring guests back. After a guest’s stay, you can send timely messages like thank-you notes, exclusive offers, or feedback requests – delivered precisely when they’re most likely to inspire a return visit.

With PMS system integration, campaigns are tailored and easy to set up. Real-time analytics keep performance clear and measurable. Automated communication saves time, minimises mistakes, and ensures a smooth experience for guests.

Use the Campaign Manager to boost repeat bookings and build strong relationships with your guests. Keep them coming back and turn them into loyal regulars.

How AI technology drives repeat bookings in hotels

AI makes every step of the journey smoother, from booking to departure, improving the experience for both guests and staff.

Optimising the booking experience

A fast, easy-to-use booking platform keeps guests coming back. HiJiffy’s AI system offers round-the-clock support to answer FAQs and handle bookings quickly, making life easier for both guests and staff.

Outstanding customer support

Chatbots with voice and text features offer quick support, making it easier to assist users and keep them happy.

Targeted marketing campaigns

With AI, personalised offers and reminders can be sent to regular customers, increasing conversion rates.

Data-driven decisions

AI analyses guest data to spot patterns and preferences. Hotels can use this information to create personalised offers that match exactly what their regular guests are looking for.

The complete guide to encouraging repeat hotel stays

Attracting a returning guest to your hotel requires a strategic approach at every stage of the guest journey. This checklist will help you lay the foundation for long-term loyalty:

Before arrival: Building trust

• Personalised communication: Send tailored offers based on your guests’ preferences, such as discounts on preferred rooms.
• Strategic planning: Train your team to handle potential guests and prepare them to deliver first-class service.
• Automatic replies to FAQs: Implement a conversational AI solution to instantly reply to a vast majority of travellers’ questions (browse success stories of hotel brands that achieved that).

During the stay: Creating unique experiences

• Personalised service: Surprise and delight guests with personalised touches, such as welcome gifts or their favourite drink.
• Unified guest service: Ensure consistent communication across all channels – from check-in to digital assistants.

After departure: Maintaining the relationship

• Show gratitude: Say thank you with personalised messages and offer exclusive benefits for the next booking.
• Exclusive incentives: Create loyalty offers that guests can only get from you, such as discounts or bonus points.

Technology as the key

• Use data: Analyse booking behaviour and preferences to create more relevant offers.
• Tools like HiJiffy: Automated and AI-powered solutions help optimise processes and enhance the guest experience.

Make repeat guests the focus of your strategy

Attracting repeat guests is important, but keeping them coming back for the long haul is where the real value lies. These loyal customers are your best clients and your biggest advocates. By using the right strategies and smart tools, you can take your guest retention efforts to the next level and build lasting relationships.

Use HiJiffy’s AI technology to turn guests into loyal customers and grow your hotel business. Book a free, personalised demo today to see how it works for you.