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The Secret to Building Strong Guest Relationships in Hospitality

15 Aug 2023 · 1 min

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0:40

Mark Simpson (YouTube, Aug 15, 2023) explains tactics for strengthening guest relationships in hospitality. He emphasizes using an 80/20 rule to prioritize contacting the top 20% of guests — those who bring most revenue, leave great reviews, or return regularly — rather than reaching out to every one-night or transient visitor. The focus is on maintaining connections with frequent guests and turning repeat visitors into friends to boost loyalty and revenue.

Chapters

You've got guests that have already stayed with you, they know you, they like you, they trust you. And again, it's super powerful and really popular when I do this tactic. I always used to adopt the 8020 rule. So I wasn't just calling up everybody. I wasn't calling up people that came for a one night stay or, you know, fly by through. I was doing the 8020 rule. So I was looking at the 20% of guests that either brought in 80% of the revenue to a real big booking, or it was 80% of people that I knew that were, were just really nice people, or they just had a really good time, they left that amazing review. Or just for those who've been in hospitality for a long time, there's guests that, you know that now that because they keep coming back kind of regular, they just become friends.