3 Simple Steps To Guest Retention
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The number of available hotel rooms is growing at a faster pace than customer demand in
65 percent
of markets in 2019.
That means it’s more important than ever for hoteliers to know what guests want and how to keep them coming back. Your hotel may not have the advantage of location, location, location but that doesn’t mean you can’t compete. Below are three easy steps every hotel can take to significantly improve their odds of capturing customer marketshare.
As the number of rooms increases in every market, guests are taking notice of how well hotels are treating them. At the bare minimum a hotel should be able to recognize a returning guest. Nothing is more frustrating to a loyal customer than to check-in and have the agent ask “Is this your first time staying with us?”. That experience is a poor reflection of the hotel and how much it cares about return guests.
One way to help make sure repeat guests feel rewarded for their loyalty is to offer a Loyalty program. In 2019, a loyalty program can take many shapes and sizes. Most hotel brands have their own programs while independent hotels can take advantage of programs offered by a number of providers such as
Stash and
VOILÀ.
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CLIA Lodging Members receive a 20% discount on monthly fees. Contact Jacob Liggett at jliggett@openkey.co or 469.623.7928
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Documenting, Document, Document
Wrongful Termination Lawsuit Prevention Best Practices
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Regardless of how you intend to enforce your disciplinary policies, it is vital that an employer keeps an impartial, positive and diplomatic approach in employee discipline situations.
Your first task to prevent a wrongful termination lawsuit is to spell out the company’s expectations, policies and procedures in a written employee handbook. This document should be reviewed with all employees, so they have a clear understanding of what the employer expects. The employer should keep a written confirmation from the employee stating they have read and understand the handbook.
It is not necessary to preserve in writing a corrective or counseling session with an employee, although it is certainly advisable. The courts will expect employers to put in writing any notice of a performance problem that could result in termination. This is very important and cannot be overstated. Managers should always document any discussions of a performance problem or verbal warning, no matter how informal.
A structured performance review process that is consistently implemented is also key to limiting liability. Managers should record any evidence of the employee’s ability or inability to perform a job. For example, they should document incidents that demonstrate the employees sharp temper, expressions of frustration or violent speech or behavior. Repeated behavioral patterns or tendencies that do not conform to job expectations may necessitate immediate disciplinary action, up to and including discharge.
Serious incidents of alleged misconduct should be fully investigated and documented. Management should interview potential witnesses and the accused employee and document these interviews. Tell the employees that investigations should remain confidential.
Judges and juries expect to see documents that detail the facts related to the employee’s performance problem and how management attempted to assist in bringing the performance up to an acceptable standard.
CLIA Lodging members can call the FREE CLIA Helpline with questions about employee relations and other HR issues by calling 916.925.2915.
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How to capture your guests’ attention and increase bookings this autumn
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Zach, on August 20
At Revinate, we love digging into the numbers, especially when we are able to share actionable insights with hoteliers. This week, we’re looking at what types of autumn marketing campaigns captured guests’ imaginations and encouraged them to book. We analyzed a total of 2,441 campaigns from last autumn.
First, we’ll look at the number of properties that are sending campaigns during the autumn season, with a breakdown by month.
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California Surfing Day
September 2019
Surfing has long been a key component of California culture. In 2018, the California Legislature declared surfing the official state sport and named Sept. 20 as California Surfing Day.
Please join Visit California in taking part in celebrating the Golden State’s famed surf culture on Sept. 20. A number of resources have been developed for businesses and destinations to help spread the word in your local communities, including social media imagery and posts, an official logo and more. Share your celebrations online using the hashtag #CaliforniaSurfingDay to show the world how the Golden State rides its waves.
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Excellence in Lodging & Hospitality Awards
Recognize Your Best!
- Your Property
- Your Ownership
- Your Staff
- Your Renovation
- Your New Build
- Your Community Service
- Your Marketing Campaign
Entries will be accepted no earlier than August 15, 2019 and no later than October 10, 2019. Awards will be presented at the Evening Reception at the California Lodging Expo® and Conference on October 21, 2019 at the Crowne Plaza Los Angeles – Commerce Casino.
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Scholarship Applications Accepted August 15!
Application, including all required attachments, must be received
no earlier than August 15, 2019 and no later than October 10, 2019
.
Scholarships
will be presented at the Evening Reception at the California Lodging Expo® and Conference on October 21, 2019 at the Crowne Plaza Los Angeles – Commerce Casino.
Send to:
CLIA Scholarship Fund
California Lodging Industry Association
1017 L Street #527
Sacramento, CA 95814
(916) 925-2915 / Fax: (916) 686-1321
info@clia.org
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Register Today or Walk-In
Raffle Prizes, Goody Bags, Refreshments
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Navigating Workplace Harassment Post #MeToo
Free Workshop for Lodging Owners and Managers
August 22, 2019 6pm to 9pm
Foothill Unity Center 790 W. Chestnut Ave. Monrovia, CA 91016
Attendees will receive “Employment Law 101 for Business Owners
”
Booklet
Includes Refreshments
Space is limited, registration is required
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Thank you to our workshop sponsors!
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Free Marketing Training Videos
Learn:
- How to attract more guests from China
- How to make your guests from China love your hotel
- How to create more brand loyalty with guests from China
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Vail Ross, Senior Vice President of Global Business Development & Marketing for
STR, Smith Travel Research
will be the Lodging Expo keynote speaker
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Ms. Ross’s presentation,
"Hotel Industry Performance: That Was Then, This Is Now, What About Tomorrow?"
will be the highlight of the popular trade show.
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What Else Can Attendees Expect?
Certification Workshops:
- Human Trafficking Awareness and Education certification presented by Leavitt Pacific Insurance, satisfies the California legal requirement.
- Has Governor Newsom Changed the Game?: A Legislative and Employment Law Review presented by John Mavros of Fisher Phillips
- Workplace Sexual Harassment Training for Managers presented by Andrew Sommer of Conn Maciel Carey, meets the sexual harassment training requirements in California
- Are You Ready for 2020? Panel discussion with four industry experts who will share their insights on preparing for the future. Moderator: Neal Patel, AAHOA Secretary.
Fun:
- Grand Prize Drawing Royal Kona Resort - 5 night stay in Kailua Bay Jr. Suite
- Cash Prizes Drawings
- Expo Raffle for Getaway and Great Prizes
- Free Wine Tasting and Appetizers
- Evening Reception with Excellence Awards and Scholarships Presentation
- Networking, Networking, Networking
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Thank You To Our Expo Sponsors
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We Appreciate Our CLIA Sponsors
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Click icon to hear Glenn's latest informative and entertaining podcast!
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(916) 925-2915
1017 L Street #527
Sacramento, CA 95814-3805
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