Building Guest Loyalty

October 26, 2022
Building Guest Loyalty

We thrive on loyalty at Narsi, and to us, this means creating a positive environment for guests and staff, making the competition appear irrelevant. We feel honored and grateful when guests choose our hotels for a reliable service experience and quality stay.

Best Practices 

Hotel loyalty comes from the ability to provide quality service first and the physical building second. This is a key part of the Narsi way. Repeated stays are driven by a hotel’s staff and their ability to deliver a consistent, positive experience. Get to know your guests and make note of their preferences. 

It starts with a spotlessly clean hotel and room for every guest, every stay. The little touches really matter. Learn your guests by name and develop a personal connection with them. You can even note their preferred room and assign it to them ahead of time, or ensure their favorite amenity is waiting when they arrive. These things allow guests to feel like an extension of the hotel family.

On the staff side, consistency is key. Make sure everyone is on the same page by communicating specific needs and making notes under guest profiles. If your team is taken care of, they will better serve your guests. We recommend hosting morning and afternoon huddles with your teams, so each shift can be caught up on service needs and guest requests. 

Loyalty & Rewards Programs 

Loyalty or rewards programs are a common way for hotels to incentivize frequent stays. At Narsi, we think loyalty programs are a vital part of our industry. We notice that the ways in which guests can accumulate and redeem points are evolving. Keeping up with this evolution is the key for loyalty programs to maintain guest interest.

Earning points and perks is important to our travelers. More importantly, where and how they can redeem these points is a priority initiative for brands. Loyalty programs are required to grow and evolve faster than ever before. A few decades ago it was all about earning free stays and airline miles. These days, it can be as simple as trading points for an UBER ride or a door-dash order, or as elaborate as broadway tickets or spa treatments. There are also options to trade in points to go towards charitable donations. 

At Narsi, we believe a good loyalty program will evolve with current traveler trends and expectations. Utilizing these rewards systems is a smart way to drive repeat business and add an extra layer of guest loyalty.

About Narsi Properties

Narsi Properties is a private family-owned Hotel Development & Management company based in North Carolina. Founded in 1978 on principles of trust, authenticity, and family, we take pride in our community, guests, and team members as the cornerstones of our company values. Our philosophy of positive reinforcement ensures a comfortable and unique experience for hotel guests, in turn reassuring our investors and stakeholders of our consistent reliability and superior performance.

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