How to Retain Guests at Independent Hotels
Guest retention is a top priority for hoteliers. Although their hotels aren’t backed by a big brand name, independent hoteliers can use myriad approaches to capture repeat guests.
To retain guests, the first thing independent hoteliers need to get right is to provide great service, sources said.
“It’s easy to say from a philosophical standpoint that you’re providing an experience. But you really have to have the people,” said Jonathan Hansell, hotel manager at The Strand Hotel in New York City. “They have to take pride in what they do. You can’t control that from upstairs.”
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