The Ten Commandments of Attracting and Keeping Families
By Matthew Rosenberger Consultant & Publisher, ABC Travel Guides for Kids | August 03, 2010
As you read this article ask yourself if you are implementing these strategies in your day-to-day operations. If not, post the chart at the end of the article and get started. If you are already implementing these strategies - keep it up. Although I suspect you are far ahead of your competitors in the area of attracting and retaining family travel business, there is always room for improvement.
1. No Guests, No Hotel
My grandfather, who was a doctor, once told me a story. When he first started practicing medicine he was pulling shifts that were leaving him exhausted. He was questioning himself and whether he was cut out to be a doctor. He complained to his immigrant father who had worked long hours as a tailor to help him through college and medical school. In broken English my great-grandfather reminded his son that if everyone was well there would not be the need for doctors and he would be out of a job! This simple exchange between my grandfather and his father translates into one of the most fundamental and important of my ten commandments for attracting and keeping Families. NO GUESTS, NO HOTEL. Without guests, hotels would not exist. So, in order to attract and keep family travelers, you must listen to your guests and provide excellent customer service.
2. Customer Service is the Key
Building a solid connection with your guests requires that once they buy into the brand they get what they expect. When this happens they spread the word and become loyal customers and come back again and again. But if they do not get what they expect, they will not come back. Seems simple enough. Yet complacency and a breakdown on the customer service side can leave loyal customers scrambling for new options when their expectations are not met. For a hotel seeking more family visitors, staff and customer service personnel must recognize and satisfy the needs of both the parents and the children.
3. Exceed Expectations