Briefing: ensuring customer loyalty in hotels

Customer loyalty is crucial for a successful hotel business. Small and boutique hotels need to offer something special to their customers in order to compete with the chains. Meanwhile international brands are rolling out increasingly sophisticated loyalty schemes to ensure that their customers return to them wherever they go in the world.

While loyalty schemes are not new, hotels are now connecting with customers on an individual level to make them feel appreciated and valued. These operations require careful management and the right technology. Comment from:

  • Mark Weinstein, VP – Strategy & Loyalty, Hilton Worldwide on why loyalty schemes are critical to business growth

  • Taras Ettl, VP – Development, Middle East & Africa, InterContinental Hotels Group on InterContinental’s loyalty programme

  • Andrew Boshoff, Head of Strategy & Development, Global Hotel Alliance on loyalty being the largest area of opportunity for hotels

  • Sinai Pedreschi, Director of Sales & Marketing, The Stafford London on The TNTs that make customers come back

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Video clips produced by for the Hospitality Channel, including interview from industry conferences such as the IHIF conference as well as specific Hospitality Channel shoots.

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