Industry Guide
Proven retention strategies for hospitality businesses to increase repeat visits, protect margins, and build long-term guest loyalty.
Hospitality depends on repeat guests and reputation. One bad visit can cost months of future revenue, while a consistently great experience creates loyal regulars who return and recommend.
Guest loyalty is built through consistent service, recognition, and value beyond price. Capture guest data, personalise offers, and follow up after visits to increase repeat bookings.
Build a clean guest database with visit history and preferences. Use Wi-Fi sign-ins and booking forms to gather what you need to personalise the experience.
Make offers feel relevant: birthday meals, anniversary stays, or a favorite table. Targeted offers always outperform generic blasts.
Avoid constant discounting. Reward loyalty with priority booking, complimentary upgrades, exclusive menus, or members-only events.
Send a thank-you email 24 hours after a visit. Request a review or offer a simple reason to return. Speed matters.
% of bookings from returning guests.
Total spend over 2-3 years.
Volume and sentiment trend.
Audit how you capture data and ensure it's clean and usable.
Decide on 2-3 key touchpoints (e.g. welcome email, birthday offer, re-engagement).
Ensure staff understand the value of recognition and consistent standards.
Set up automatic emails for post-visit thank yous and review requests.
Check your repeat rate and optimize based on feedback.
We help hospitality brands create retention systems that protect margin and build repeat business.
Start with consistent service standards and a simple post-visit follow-up email to encourage a return booking.
No. Experience-based rewards and recognition protect margin and build longer-term loyalty.
Track repeat booking rate, guest lifetime value, review scores, referral rate, and churn.
The complete guide to loyalty strategies, programmes, and implementation.
Read Guide →Calculate CLV and learn practical methods to grow guest value.
Read Guide →Choose the right KPIs to track retention and revenue performance.
Read Guide →