Recognize Your Hotel Customers If You Want Their Trust

Several years ago I made plans to fly out and meet with a client once or twice a week for about two months, and my office made eight weeks’ worth of advance reservations for me at a business-oriented hotel conveniently located across the street from the client’s office.

So I went out for my first set of client meetings and then showed up at the hotel that evening to check-in. As the desk clerk was processing my check-in, a manager came out and greeted me by name.

“Hello, Mr. Peppers, welcome to our hotel,” he smiled. I smiled. “Would you mind if we took your picture?”

What? Take a picture? Why? I asked.

Because, he said, you’ve made several reservations with us for future dates, and we’d like to put your picture up on our employee bulletin board on days you plan to check in, so the people on duty can recognize you when you arrive.

It worked. The very next week (and for virtually every visit after that) when I came through the door the bellman smiled and said “Hello, Mr. Peppers, welcome back,” as he offered to help me with my bag. The desk clerk, the cashier at the sundries store, and even the waitress at breakfast all greeted me by name. It was an inexpensive hotel, but I don’t think I ever felt quite so royally treated. Read more:

Published in:                   By: Don Peppers


About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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