How Hotels Build Guest Loyalty

Guest loyalty is a key driver when it comes to repeat business and the hotel bottom line. Hotels are going all out to capture guests' minds and hearts, in a bid to gain their loyalty. From the Ritz Carlton, where personalized, fully-focused attention to guest needs is considered paramount, to the Four Seasons and Kimpton, luxury hotel chains are adopting key hospitality loyalty-building tactics to keep their guests happy..and coming back.

""One of the basic principles of the company is remembering . . . what it is that guests prefer when they are in your hotel," explained (Ritz Carlton) spokeswoman Vivian Deuschl. "Our employees," she said, "carry around little notepads and jot down observed guest preferences," whether it be a favorite magazine, music, etc. "We try not to be intrusive, but 99 percent of the time our guests are blown away that we learn such things.""