1.

Ensuring that each guest is treated according to their unique needs

Example : While the guest is to afraid to sleep by herself, we ask our housekeeping to accompany the
guest until she fall a sleep.

• Identifying repeat guests upon arrival and extending preferential treatment

Example : Greet the guest with their name so the guest notice that we are remember them

• Providing special amenities and perks

Example : giving the special guest free booze, including hard liquor.

• Assigning a dedicated check-in desk or clerk to take care of loyalty members

Example : providing private check-in for member

• Mining guest surveys and reviews to understand why guests come back (or don’t)

Example : checking tripadvisor to evaluate hotel facilities and staff performance

2. Bad review : in this case, the guest have to wait more than 3 hours with a baby just to check-in and
Shangri-la didn’t give any compensation.The strategies that does not applied is Assigning a dedicated
check-in desk or clerk to take care of loyalty members.

Good review : In this case, the guest feel satisfied because the staff greet him with saying “welcome
back home”. The strategies that applied is Identifying repeat guests upon arrival and extending
preferential treatment.