In the hospitality industry, first impressions are crucial, but lasting impressions are what truly builds loyalty. That's where aftercare comes in. Aftercare is the follow-up communication and actions you take after a guest checks out, turning a one-time stay into a returning customer.
Why is Aftercare Important?
🥰 Builds Loyalty: A simple thank you note or a personalised email shows guests you value their business and appreciate their custom.
🗨️ Encourages Feedback: Aftercare provides an opportunity to gather valuable feedback on their stay, allowing you to improve your services.
🔁 Drives Repeat Business: Staying top-of-mind with past guests increases the likelihood of them booking with you again.
💯 Boosts Brand Reputation: Positive aftercare experiences translate to positive online reviews and word-of-mouth referrals.
How to Ace Hotel Aftercare:
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Personalised Communication: Avoid generic templates. Address guests by name, reference their stay specifics (like a special occasion or request they made), and tailor your message accordingly.
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Timely Follow-Up: Aim to reach out within 24-48 hours of their departure. This keeps the experience fresh in their minds.
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Gather Feedback: Encourage feedback through surveys or simple emails. Be sure to address any concerns promptly and professionally.
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Offer Exclusive Deals: Reward returning guests with exclusive discounts or packages to incentivise future bookings.
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Go the Extra Mile: Surprise and delight! Consider small gestures like birthday greetings, personalised recommendations for their next visit, or even a small gift.
Case Study: DoubleTree by Hilton Leeds & The Power of a Biscuit
DoubleTree by Hilton Leeds understands the impact of a thoughtful gesture. They utilise a box of six "Thank You" biscuits for the aftercare process of their most valued guests.
This simple act:
✅ Reinforces Positive Memories: The biscuits serve as a delicious reminder of their positive hotel experience.
✅ Creates a Personal Touch: A handwritten note accompanying the biscuits adds a personalised touch, making guests feel valued.
✅ Encourages Social Sharing: The unique gesture is "Instagrammable," promoting the hotel organically through guest posts.
By incorporating a small but meaningful gift into their aftercare strategy, DoubleTree by Hilton Leeds elevates their VIP guest experience and fosters long-term loyalty.
Interested in bespoke biscuit solutions for the aftercare of your guests? Reach out to us today.
