1

Atul Patel20-year Hospitality Veteran; Former Regional

Director, AAHOA

Joe DavisCategory Account Executive, P&G Professional

Presents

Objectives

During today’s presentation, our objective is to help

you:

• Identify 5 key areas that are commonly linked to

repeat business, and

• Reintroduce best practices you can do today to

keep customers coming back.

2

5 Real Ways to Drive Repeat Business

Presented by

Atul Patel20-year Hospitality Veteran; Former Regional Director, AAHOA

June 19, 2014

Setting the Stage

• Have you ever gone to a restaurant and the wait staff made your

evening incredibly special on routine dinner date?

• Have you called a utility company with a problem and the service

rep just didn’t get it, and you ended up even more upset?

• Have you ever thought about how Chick-fil-A gets every employee

that intervenes with a guest to give the same great customer

service?

• If you own an American Express Card and other cards, have you

noticed a difference in your customer experience?

4

5 Real Ways to Drive Repeat Business

1. Friendly Staff

2. Clean Spaces

3. The Little Extras

4. Social Media

5. Making Things Right

5

Friendly Staff

• Employee training does not start and end with the hire.

– Effective, continual education on following the proper procedures is

important in helping guests feel comfortable in an away-from-home

environment.

• Understanding the other side of the counter can make better employees when

we are trying to make every guest feel like their happiness is the only thing

that matters.

• Staff can make the difference at older properties by making the “product” feel

not as important as the experience, as long they get a good clean comfortable

stay.

6

Clean Spaces

A P&G Professional™ survey revealed that 89% of people equate soft, bright whites to clean towels

and bedding

– No longer just about size and texture of the terry

– When linens & towels are perceived as dingy, guests will often complain or ask to switch rooms.

– Take a look at your on-premise laundry practices to ensure you’re delivering the best results

• Use products that get the job done right the first time & simple cleaning process

– Read product labels – confirm if the product is multipurpose

– Make sure that the products you choose are from trusted manufacturers and that they meet your needs

– Get the MSDS sheets from these trusted manufacturers and dilution rates

• Inspect ALL rooms regularly to ensure housekeeping is getting the job done to guest expectations

– Balance trust in employees with a “final seal of approval” from management

• Give employees regular feedback and reward great efforts

– Set up recognition and reward systems to help keep staff motivated to follow cleaning guidelines

• Proactively ask guests about how your hotel is doing with cleanliness; when they tell you, act on it.

– Even if you failed in an area, if the guest knows you are proactive in fixing the situation, they are likely

to come back to stay again

7

The Little Extras

• The “little extras” can often leave the biggest impressions– Fresh cookies

– Mint on the pillow

– Workout gear for rent

– Complimentary bottle of water

– Randomly upgrading incoming reservations without need

of reward status

– Calling to confirm with a guest of their arrival, offering directions

or dinner options.

– Knowing your repeat guests and anticipating their needs

– Recognizing pets and children

• All these extras are not new and you can implement a

combination of these that best suit your hotel

• This is inexpensive, direct marketing to the guests that

matter the most – the ones who actually stay with you

8

Social Media

Can You Find You?

96% of leisure travelers start their hotel planning with

a search engine

83% use the Internet during their travel shopping

process.

Regardless of how amazing your hotel is, a traveler can’t

consider it or book it if they CANNOT find it online.

Make sure your hotel is showing up in their search results.

9

Social Media

• You need consumer reviews– Word of mouth advertising and sharing between fellow

travelers is very influential on travel decisions

– 81 percent of travelers said hotel reviews are important.2

• TripAdvisor & Yelp

• Google

• OTA’s : Expedia, Travelocity, Orbitz

10

Social Media

• Have a Mobile Experience– Google expected travel inquires from tablets alone to

rise 180 percent in 2013.

– Hotels need to be optimizing their sites for mobile.

– A Google study found that the main factor preventing

people from booking online was because the websites

were hard to read and navigate on mobile devices.

Be sure your website is visible on tablets and smartphones,

with clickable telephone and easy buttons.

11

Making Things Right

• What separates good from great hotels is the ability to feel the pain of

the guest and accommodate them to their satisfaction. – Often enough it is not about the refund but more about the compassion we show, or

lack of

• Scenario 1: Auditor finds a room occupied but no registration card and

no room changes anywhere.

• Scenario 2: False fire alarm goes off in the middle of the night and a

guest can’t sleep, so he comes down and checks out very frustrated.

Guest is promised 50% refund for his stay. He is an OTA guest, and

they don’t give him the 50% off what he paid.

12

Joe Davis

Customer Business Development Manager

P&G Professional

Joe Davis

Senior Manager

P&G Professional

14

Welcome To The

Tide® Professional Advanced Laundry System

Powerful Laundry System

Whiter Whites Stronger Fibers

Keep whites whiter.* Throw away 9% fewer.

Proprietary technology that rejuvenates

yellowing, dingy linens in a single cycle.

Keep fibers stronger.* Throw away 6% fewer.

Proprietary technology that rejuvenates yellowing,

dingy linens in a single cycle.

vs. leading alkaline system in 30-cycle test with full Tide

Professional System –Tide detergent, Clorox, Whiteness

Enhancer, and Downy.

vs. leading alkaline system in 50-cycle test with full Tide

Professional System –Tide detergent, Clorox, Whiteness

Enhancer, and Downy.

Helps Control Costs

Yellowing, graying, dinginess and weakened fibers are controllable factors

that account for up to 40% of the reasons need replacing annually.

Tide Professional Advanced Laundry System helps you control costs associated

with these factors. You’ll lose 9% fewer linens to discoloration and 6% fewer to

fabric weakness so you replace 15% fewer linens every year!

How Much Can You Save?

Tide Professional Advanced Laundry System can translate performance into

actual savings.

Note: Whitening results based on full use of Tide Professional Laundry System. Data on file based on OPL Costs

Study 2006. Reference Data: Uniform & Textile Service Association’s On Premise Laundry Processing Costs Study,

2/3/06.

Performance That’s Safe

Near neutral pH

No phosphates

No APE’s or NPE’s

No harsh alkali or acid

Clorox® Bleach is not U.S. Department

of Transportation hazardous

Clorox® is a registered trademark of The Clorox Company

Simple Yet Complete Laundry Line-Up

Clorox® is a registered trademark of The Clorox Company

Spic & Span Disinfecting All-Purpose

Spray and Glass Cleaner

Powerful 3-in-1 product that simplifies your cleaning without sacrificing results.

• Tough All-Purpose Cleaner with the grease-cutting power to clean in 50% fewer strokes (2)

• Professional Glass Cleaner that leaves a brilliant shine in one pass

• Hospital-use Disinfectant that cleans and disinfects in 1 step (3)

2 vs. leading competition. 3When used per label instructions 4RTU only

EFFECTIVE AGAINST•Methicillin Resistant – Staph aureus- MRSA

•Norovirus (4)

•Pseudomonas aeruginosa

•E. coli

•Listeria monocytogenes

•Avian Influenza

Comet® Disinfecting-Sanitizing

Bathroom Cleaner

21

• Cleans and disinfects wet surfaces, removing tough soils and hard water

minerals.

• Hospital-grade disinfectant, bactericide, fungicide, deodorizer and virucide.*

• Meets OSHA BBP (blood borne pathogen) requirements

EPA-registered product.

Greasy Soap Scum Panel Demo

*when used per label instructions

Tide Professional Laundry System

Learn More at:www.pgpro.comSearch term “tide professional”

• Videos demonstrating innovative features• Request a demo• Online interactive brochure

Or call(800) 332-7787

22

Questions and Answers

23

For more information visit www.pgpro.com

or call (800) 332-7787

For more information visit www.pgpro.com

or call (800) 332-7787

Thank you for attending the

“5 Real Ways to Drive

Repeat Business”

webinar today

Thank You