Consistency Is The Key to Winning Guest Loyalty for Your Hotel Brand

There is one aspect of customer service which is absolutely essential in order for hotels to create guest loyalty. That aspect is consistency. You must pay a lot of focus on maintaining consistency in your hotel operations and service quality.

Your hotel may be doing all sorts of wonderful and creative things to win the guest’s heart and may even be succeeding beautifully in this endeavor. But if you cannot maintain consistency and provide a consistent and predictable experience for your guest, all the hard work may go waste.

Consistent and predictable experience creates customer confidence. The guests will know what to expect when they arrive at your hotel. Otherwise, if your service is not consistent, then you may end up causing a lot of confusion and frustration for the guests. A guest may have a great experience at your hotel at one occasion but may have a not so great stay the next time around.

This can totally ruin your hotel’s image and the guest will not know what to expect the next time around. It is far better to be consistent in providing a normal, standard experience to the guests with nothing fancy and extraordinary rather than providing them an exceptional, thrilling and wonderful experience one time and an absolutely terrible one the next time.

If you want to be great you need to be great all the time. Being inconsistent can result in loss of the guest’s confidence and you may finally end up losing the guest altogether. So you need to be on your toes and at top of your game all the time. You cannot afford to become complacent. In sports a champion athlete needs to give winning performances on a fairly regular basis. Similar is the case in business, specially in hospitality business.

Sometimes all it takes is a single mistake to spoil all the hard work at winning a customer’s loyalty towards your brand. Remember – it may take years to build a reputation but only few moments to destroy it.