How to be hotel loyal guest?

How to be hotel loyal guest?

There are many situations in hotels where the guest comes and says „I’m your loyal guest”. However, he/she is not even a member of any hotel guest loyalty programs. This is not seen well by the hotel staff members. What to do to be seen as a hotel loyal guest?

Who is seen as a hotel loyal guest?

To be seen by the hotel staff as loyal guest, a person should be a member of an independent hotel loyalty program or the hotel chain loyalty program. Moreover, being just enrolled in the program is not enough. Guest should have already gained some status higher than basic. As well he/she should have around 5 stays in this hotel or other hotels included in the chain (the number of stays may differ in every hotel/chain).

Of course, there are some exceptions. Some guests are not members of the loyalty program (and not every hotel has a loyalty program), but they are considered as VIP guests. It is because they visited the hotel many times or are celebrities.

When you can highlight that you are a loyal guest?

If the guest is a higher-level member of the hotel guest loyalty program or stayed many nights in a certain hotel, he /she may ask about the possible privileges with no problem. Sometimes it is even good to check if the guest status is for sure noted in the system, but not as a first thing to ask when coming to do check-in. Usually, the hotel comes out to meet loyal guests’ expectations. It is nice to give the receptionist a chance to appreciate the guest first, by e.g:

  • thanks to visit the hotel again,
  • giving some discount,
  • give a room upgrade.

Not really a loyal guest

The fact that someone stayed in the hotel once or even 3 times is not making itself a loyal guest. For a receptionist one of the worst things to hear during guests check-in is I was already in your hotel, I’m your loyal guest (by that guest clearly wants to get special treatment or discounts). After checking the guest’s profile in the system, it seems that the guest visited the hotel only once or twice. As well he/she is not even a member of any hotel guest loyalty program. Unfortunately visiting a hotel less than 5 times is considered as nothing in order to special treatment.

Better not over-use the “guest status”

Highlighting guest specialty by itself is the first step to making hotel staff angry. Especially if the guest is no one in the hotel guest hierarchy. In the situation, the guest says about being a loyal guest and he/she is not, the effect may be opposite than predicted. Hotel staff will be less willing for giving any discounts and profits to the such guest. Unfortunately, highlighting loyalty, when actually a person is not a „loyal guest” the guest just shows arrogance and no class.

There is one rule which applies to customer service in any business. A Nice, friendly, and understanding client can get more privileges without effort, than an arrogant and rude who is trying to force special treatment and discounts.

Employees really like to make a customer’s day better J It is very common that they give discounts or extra service to clients just because they were sympathetic to them. Hospitality is all about that, to help guests and make them enjoy their day, no matter their status.

 

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