Program Hotel

[Manric Hock]

Experiencea more rewarding stay as a member of our Select Guest program. Earn rewards for every night you stay with us, and every time you take advantage of our on-property experiences. Plus, membership unlocks free Wi-Fi, beverages on us, and other benefits that will make each stay memorable.

Our Member-exclusive benefits include complimentary Wi-Fi, beverages on us, and access to our on-property Loyalty Ambassadors. Our higher-Status Members enjoy free pressing, shoeshines, morning beverage delivery, complimentary room upgrades*, late check-out*, and more.

Enjoy customized room preferences to ensure your room is just right. Choose your preferred location in the building, select from our pillow menu, and let us know ahead of time if you need extra towels or blankets. We offer more than 20 options to make your stay as relaxing as possible.

Loyal clients are what all hotels strive for. The more loyal the client, the less likely they are to switch to another brand - and hotel loyalty programs are an ideal way to seal the deal.

Hyatt hotels have more affordable loyalty rates. Points can be used for free nights, room upgrades and other services. With elite status, guests are eligible for upgrades, club lounge access and free breakfast.

Choice offers two cobranded credit cards, and they allow points to be transferred 1:1 for Amex and Capital One. The elite status tiers are limited in the room upgrades available, and complimentary breakfast is only offered at select brands to top-tier elite members.

Since every client is different, every client should be treated differently in the rewards program. A family might be looking for discounted tickets to the theatre, cinema, or theme park. A corporate guest may be looking for a complimentary coffee while they work in the business center, or a free shuttle service to and from the airport.

As well as this, mix up the rewards between benefits and experiences. The benefits could be discounted rates year-round, free upgrades, expedited check-ins, or a complimentary bottle of wine in your room. Experiences, on the other hand, may be free yearly experiences such as wine tasting, a free happy hour and discounted spa access.

A tiered approach is essentially dividing your customers into sections much like the airline's rewards programs do. You then assign a points system that can be used to classify your guests into tiers.

For example, those who stay the most frequently might be your gold members, whereas those who stay less frequently but book for long periods of time per year might be your silver members. Finally, those who book in different hotels from the same chain, but stay at a less frequent rate at each individual hotel might be bronze members. These stays would be assigned points, and the more points accumulated, the higher the tier; the higher the tier, the better the rewards.

An important thing to note is that your rewards program should not be one size fits all. Keep your different segments in mind when designing the offers and make them adaptable across different targets.

Of course, the different targets will each have their own customer journey and will need to be marketed to in different ways. Millennial loyalty members, for example, may want social media promotions, as well as a specialized app to monitor their rewards level and cash in on the different perks. On the other hand, a slightly older audience may still want direct mail or to sign up to get a newsletter for updates straight to their inbox. Make sure to have information about the initiatives available at check-in, as well as online and in the post-stay phase.

A loyalty program also means guests are likely to use the app and other technology to manage bookings. You can take advantage of technology like guest experience software to keep guests connected, sending push notifications and other personalized messages designed to keep members thinking about you all year-round.

With a carefully planned marketing strategy that keeps in mind the phases of the customer journey as well as the different guest segments, you can create a successful hotel loyalty program that not only boosts guest retention rates but also increases revenue and bookings.

The right marketing strategy plays a huge part in improving guest loyalty. How you speak and engage with your guests across different channels can be the difference between a repeat booking and a one-time customer.

You can choose to offer rewards that enhance their current stay, or give them an even better experience on their next one. This will reinforce to the guest that they made the right decision and that they should always return to your brand.

Hotel loyalty programs play a crucial role in the hospitality industry by driving repeat business and fostering long-term relationships with guests. These programs reward guests for their continued patronage, creating a sense of value and appreciation. This, in turn, encourages guests to choose the same hotel or hotel chain for their future stays.

A loyalty program will mean frequent travellers who come to stay at your hotel are never overlooked. Their preferences will be recognised and taken care of, making their trip more seamless and enjoyable.

Including guests on a loyalty program means you can build more profiles, with more information included within them, than ever before. Knowing their preferences, interests, and behaviour is extremely valuable to you in attracting new guests that are the perfect targets for your property.

Members can earn and redeem points at thousands of hotels, and gain exclusive benefits such as free in-room internet, member rates, mobile keys, no blackout dates, instant redemption on food and beverages, and more.

Members can earn points through hotel stays, gas purchases, and dining. These points can be redeemed for free or discounted nights starting at just 1,500 points plus cash. Elite members enjoy perks like room upgrades, early check-in, late checkout, and additional benefits such as Avis and Budget car rental upgrades.

Members of Choice Privileges receive benefits that extend beyond hotel stays. For instance, they can save money on brands like United Petroleum and Naked Wines. Additionally, they can earn and redeem points at over 7,000 properties worldwide, ensuring a consistent and valuable experience.

This program stands out for its generous point system, where points never expire. Members can earn bonus points frequently, which can be redeemed for free nights, gift cards, or even airline miles. The non-expiry of points is a significant advantage, encouraging long-term loyalty.

As you can see, the big brands work hard to get their hotel guest loyalty programs right, and they have the resources to provide highly valuable incentives. However, independent hotels can use the same formulas on a smaller scale and still see good results. Often it can help to find a loyalty program vendor that you can join.

While most people now speak English, they want to feel that you are considering their needs and are looking forward to hosting them. This means that not only should you be prepared to hire multilingual staff, you should also consider optimising your website by creating various language versions.

Guests like to feel well looked after. If you spoil them with bespoke experiences, including tailored offers and personalised recreational options, they will take note and are highly likely to revisit. In a research study by State of Travel, 87% of those surveyed stated that staff courtesy was an important factor.

Remember to keep it personal. By focusing on making rewards personal and meaningful, providing in-the-moment accessible rewards and reshaping the customer experience, hoteliers can win customers and entice them to come back repeatedly.

Try to personalise your rewards system as much as possible so your members feel like individuals. Customisation can include recognising guest preferences, such as room type or special amenities, and offering tailored promotions based on their past behaviours. By using data analytics, hotels can understand and anticipate the needs of their guests, making them feel valued and appreciated, which fosters a stronger connection to the brand.

Make member-exclusive offers outside of the normal program. This could include early access to sales, special rates during peak seasons, or unique experiences like private tours or events. Exclusive offers make members feel special and appreciated, enhancing their loyalty and incentivising them to choose your hotel over competitors.

Maintain contact with your members by regularly using one-click emails and constantly giving them ways to maximise their participation in the program. Communication should be frequent but valuable, including updates on new rewards, personalised offers, and tips on how to earn and redeem points efficiently. Regular interaction keeps your program top-of-mind and helps build a continuous relationship with your guests.

Make the claim or redemption process as simple and quick as possible. A complicated process can deter members from engaging with the program. Implementing easy-to-use online platforms or mobile apps where members can view and redeem their rewards instantly enhances the user experience. Clear instructions and a seamless process ensure members can take full advantage of their benefits without frustration, thereby increasing their satisfaction and loyalty.

The key to a successful hotel loyalty program is to be original and personal. Most loyalty programs are run by large chains and simply offer a points rewards system that is uninspiring for most guests. If hotels get it right, there is life left in loyalty programs yet!

What some hotels have forgotten is that customers are loyal to service and value, not simply to price. A discount is not enough to keep a guest coming back. Hotels can only win the hearts of travellers by knowing them better and showing genuine care for them. The guest will be more likely to return the favour.

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