guest loyalty
Loyalty Program Membership, Contribution, Liability, and Costs Continue to Grow
CBRE Hotels | November 4, 2024
By Rachael Rothman CFA, ISHC, Robert Mandelbaum, and Christine Bang Strong loyalty programs help hotel brands lower customer acquisition costs, increase direct-to-consumer access, and offset occupancy shortfalls during shoulder periods and weaker economic conditions. After analyzing publicly available data from five large hotel companies, we found that while growth in several key metrics slowed in 2023, loyalty members' overall contribution to occupancy increased, though marginal contribution per member contracted. Benefits The average number of loyalty program members at the subject five companies increased 11.3% in 2023, slower tha...
BWH Hotels Hosts 3,000 Attendees at Accelerate Conference Showcasing Global Strategy and Momentum for the Future
BWH Hotels | October 25, 2024
Phoenix, Arizona (October 25, 2024) – BWH Hotels, the leading hospitality enterprise comprised of three hotel companies including WorldHotels™, Best Western® Hotels & Resorts, and SureStay® Hotels, hosted its annual convention this week in Charlotte, North Carolina. With “Accelerate” as this year’s theme, nearly 3,000 attendees, including BWH Hotels’ hoteliers, operators, and partners from around the globe, came together to celebrate one another’s accomplishments and set the groundwork for a successful year ahead and beyond. “We chose ‘Accelerate’ as our theme because it perfectly encapsulates the energy and momen...
Beyond the ‘Crazy Rich’: Expedia Group Reveals Mass-Affluent Asian Travelers Trend Set To Boost Global Travel Industry
Expedia Group | October 11, 2024
Four in five (81%) mass-affluent Asian travelers report that travel is still a priority despite inflation. On average, mass-affluent Asian travelers plan to visit four destinations over ten days for their next international trip, with Japan, the United States, Canada, France, South Korea, Australia, and Germany leading the list. They plan to dedicate nearly a quarter of their income to travel in the next 12 months. Nearly half seek airline and room upgrades, with two in five opting for first class or business class seating. Seattle, October 11, 2024 – Today, Expedia Group unveiled its study highlighting the preferences of t...
IHG, Sonesta, Nemacolin Speak on Stage on How a Modern Data Strategy is Critical to Success
Hapi | September 24, 2024
At HITEC 2024 in Charlotte, leaders from Sonesta, IHG and Nemacolin Resort shared key insights on how a modern approach to data integrations is critical to personalizing guest experiences and driving loyalty to their brand. The hospitality industry is undergoing a transformational shift, driven by data integration and innovative technology solutions that increase efficiency while improving the guest experiences. During a recent panel discussion at HITEC 2024 in Charlotte, hospitality experts shared insights into how they are leveraging real-time data to differentiate guest experiences and drive loyalty. The panelists identifie...
Hotel Branding Strategy: Building an Authentic Identity in Hospitality
EHL | September 20, 2024
When a prospective guest is ready to book a hotel, there are several factors they’ll consider when making their decision. Once they’ve ticked off location and price, an important and often subconscious consideration is your hotel branding. Your brand is a representation of what your hotel is and stands for. It’s what makes your hotel unique and sets expectations for prospective guests. If your brand resonates with them and the location and price are within an acceptable range, they’ll choose your brand and make a booking. In the fast-paced world of hospitality, where competition is fierce and customer expectations are constantly...
Check-In to Success: Agilysys Reveals Path to Hospitality Innovation
Agilysys | September 18, 2024
Insights from Agilysys 2024 APAC Hospitality Impact Study reveal the importance of personalization and seamless experiences By Tony Marshall, Vice President and Managing Director, APAC The Agilysys 2024 APAC Hospitality Impact Study reveals critical insights into how hoteliers can boost both guest satisfaction and revenue. The key to unlocking this dual success lies in a vital yet often underutilized tool - personalization. Cracking the Loyalty Code: Unraveling the Rebooking Paradox One of the study’s most startling findings is the "rebooking paradox." While hoteliers report high guest satisfaction (86%) and perceived value for m...
Looking at the Halekulani for How to Continually Surprise Guests
Adam and Larry Mogelonsky | September 11, 2024
By Adam and Larry Mogelonsky In the realm of luxury and ultra-luxury hotels, where room rates often exceed $1,000 USD per night, the stakes are incredibly high. These properties are not just selling a place to stay; they are crafting experiences that reinforce brand loyalty and elevate the guest's perception of value. In such a competitive market, using creativity to differentiate your offerings isn’t just a nice-to-have—it’s essential. Even if your property hasn’t reached this price point yet, there’s much to learn from these high-end strategies. Competitive pricing and attractive packages are important, but they must be matched ...
Soft Brands – A Third Alternative
Robert Mandelbaum and Paul Isaacson | September 4, 2024
By Robert Mandelbaum and Paul Isaacson Historically, hotel owners have had the option to either affiliate with a known brand or operate independently. Affiliating with a brand provided access to a reservation system, loyal customers, communal marketing programs, a known identity among consumers, and a sense of stability within the finance and investment community. Brand affiliation, however, comes with costs. Owners pay a variety of fees for royalty, marketing, reservation, and guest loyalty programs, and need to conform to facility, service, and operating standards. Operating independently relieves owners from the burden of the franchise-r...
