Hotels are showing signs of recovery in the Southern, West and East African markets after the turmoil of the past two years. HTI research shows occupancy rates are improving, with South Africa in particular showing positive signs of growth. Hotels must therefore seek to strengthen their relationships with their customers and offer more appropriate services if they want to capitalize on this dynamic.
According to figures from Statistics South Africa, released in February, the total revenue of the tourist accommodation industry increased by 139.5% compared to February 2021. In addition, hotels contributed 66% to the 98.3% year-on-year increase in accommodation in February.
There are opportunities to be seized by implementing a loyalty program to establish a direct relationship with customers. Using information about people’s interactions and preferences, accommodation purchases, and amenity rewards can dramatically improve the overall guest experience and lead to return visits.
The LoyaltyPlus FrequentStay solution was designed precisely with this in mind. It provides the essential tools to generate in-depth guest insights and use them to enable personalized and valuable interactions between the hotel and its guests.
“People want their experiences and visits to meet their unique expectations. The ongoing digital transformation of late has created a new perspective when it comes to better analyzing customer data and using that insight to reward them with things that match their immediate needs,” says Frik van der Westhuizen, chief marketing officer at leading independent customer relationship management company, LoyaltyPlus.
The demand for hospitality and tourism has changed dramatically along with changes in consumer behavior. Through FrequentStay, hotels can select a range of modules designed for personalization, revenue generation, collaboration, advanced analytics and extensive integration with existing systems.
For example, a campaign management assistant can help the hotel introduce personalized content and offers as part of their brand engagement strategy. FrequentStay offers intelligent, system-managed segmentation, personalized communication that highlights rewards for eligible customers, which can then be automatically distributed. Hotels can also load non-members into the FrequentStay database and leverage its CRM tools to engage with prospects and effortlessly expand the loyalty program.
“The strength of the FrequentStay solution lies in its data analysis capabilities. Being able to report on all KPIs, while introducing self-service and configurable business rules to meet changing needs, helps ensure the hotel is always one step ahead of the competition adds Van der Westhuizen.
FrequentStay offers a variety of self-service assistants that can manage promotions with automatically triggered communications to be sent by specific events. It also offers a configurable workflow and integration into the hotel reservation system, which enables automated exchanges to streamline the reservation process.
To find out how the LoyaltyPlus FrequentStay solution can help transform your customer relationships, please contact us today for a full platform demo.