Customers & Hotels

1. eTwinning Project: Pick a
Customers & Hotels

2. One of the goals of every hotelier
is able to retain his guests, and
one of the most effective ways
is to focus on customized
services not present in the list
of hotel facilities.
However, in a world where
travelers book jumping from
one website to another - to
mobile PCs, from flash deals to
OTA - including loyalty
programs must be completely
rethought. Taking necessary
customer care, what stimulates
him to return.

3. The regular and satisfied
customer generates a
substantial portion of revenue,
especially if it comes to
business customers and the
hotel in some cases become a
family for the guest who stays
15 or 20 times a year in the
same hotel. From a survey
carried out by Deloitte it found
that only 7.8% of travelers
always stays in the same hotel,
so acquire customers has
become a difficult challenge for
hoteliers who must try to

5. So what distinguishes one hotel
from another is often
intangible, and part of this
intangible dimension is
precisely the human
relationship. Therefore it must
become truly competitive! Until
now the hotels have had to
compete on a number of basic
services - a large bed, a large
bathroom, free Wi-Fi - but now
you need to do more different
products and service: for
example through the interior
design of the hotel, offering

6. Keeping Our research
answers Deloitte about
the customer satisfaction
with the services
provided by their
preferred hotel at the top
stand out the ease of a
late check-in, free
parking, the experience
of previous stays, free
Wi-Fi room, location,
comfort, ease of booking
procedures, modification
and cancellation. Ensure
this range of services is

8. Some possible strategies
according to the results
collected from the Deloitte
report:
- Customer Dealing with
unexpected rewards: try to
surprise them!
- Think about the extras that
take into account the client's
habits;
- Provide awards
immediately accessible;
- Reinvest in skills and
infrastructure: use the
information gathered to your
Build customer loyalty remains a difficult
mission and at the same time essential!

9. IIS CALLERI – PACHINO -
ITALY
Debora, Sebiana,
Vincenzo, Andrea, Delia,
Andrea, Noemi, Samuel,
Martina