A Brief Report on Building Customer Loyalty in Luxury hotels: A Universal Approach

M.Srividya Iyengar and R. Venkatesh

Management (Montevideo), 2024, vol. 2, 20

Abstract: Building consumer loyalty is becoming increasingly tough, and the cornerstone of loyalty is generating exceptional experiences that keep people returning. In this post, we'll look at how hotels may increase customer loyalty by providing great service, backed up with a fascinating case study. The hotel prioritized fostering a strong service culture among its workers. They held frequent training sessions to improve staff abilities, develop a customer-centric culture, and encourage workers to go above and beyond. The hotel understood the value of personalizing and anticipating visitor demands. They gathered and preserved specific guest preferences, allowing them to provide individualized experiences. Every contact, from customized welcomes to chosen facilities, was designed to exceed guests' expectations. The hotel placed a strong focus on proactive communication. They formed a specialized guest relations staff to communicate with visitors before, during, and after their stay. This individualized contact made guests feel appreciated and cared for, and their opinion was considered. This paper will give an insight into the approach

Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:dbk:manage:v:2:y:2024:i::p:20:id:1062486agma202420

DOI: 10.62486/agma202420

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