Getting loyal customers means repeat business. Train your staff well. Remembering names is important, and the flourishes such as ‘please call if you need anything,’ means they know they will be taken care of through the duration of their stay. Otherwise why stay at a hotel?

They could be at home, or worse, at your competitor’s hotel.

Skills, and character traits that are always à la mode.

Courtesy, respect, elegance and a positive demeanour go a long way in establishing contact and laying the foundations for repeat business. And these skills should be employed by all of your team and staff, from those in the lobby, to those running the empire from your boardrooms.

Politeness is not weakness. It is currency.

Tailor the customer service to your client. Recognise that not all visitors are the same. Make sure what you are offering is something they truly value.
Feedback. If you are asking for feedback – act on it! Whether negative or positive, if a customer takes the time to fill in a form, complete an online survey, then you should respond.
If a guest has a complaint, listen and respond. Show you care and that the issue is being handled. Even if you believe the customer, in this case, is not right, how much does it cost you to replace a lamp / shower curtain / towels, compared with negative reviews or loss of custom? Why would a guest ever come back if they have had an unhappy experience? In every town there is plenty of choice, but you want guests to feel you are the only choice worth making.

Train your staff.

Make sure they are equipped to handle lots of different communication channels, and that answers match! If one person responds via Twitter, but your website says something else, this is annoying and time consuming for a client who then has to query your information.
Remember appearances.
And we don’t just mean what your staff wear to work. Think about the presentation of your reception. Is it welcoming? If staff are looking down at a screen, or remain seated when addressing a customer, then this is instantly off putting.

But be wary about moving to tablets and then invading their space. A desk is useful, but also a natural barrier. You may want to consider a front desk with different levels; a low desk for receiving visitors, and a higher desk for those leaving and completing any paperwork.

Don’t forget phone calls and emails. Even if these seem slightly out of date, your client base will vary widely in age. A polite, friendly voice is key. Nothing is more grating than hearing a bored 20-something who is clearly mentally counting down the days in their gap year.
Get these steps right, and you will have a loyal, growing customer base that will see your revenue soar, and your bookings increase. Happy customers, great profit.