Hard Facts:
- “MyGams” was launched in 2017
- 63,172 members (as at July 2024)
- Hearts are collected instead of points
What are the real benefits of a guest loyalty program?
Who better to answer this question than our long-standing customers. That’s why we invited the Genießerhotel Gams for an interview. Monika, from the hotel’s back office, shares her experiences with the guest loyalty program “MyGams” and gives valuable insights into the practical application. Find out how this program has strengthened customer loyalty and retention and what concrete successes the hotel has achieved.
What were your reasons for deciding to introduce a guest loyalty program?
Monika explains: “Our main aim was to inspire regular guests not only with price reductions, but also with unique rewards. Exclusive specials and rewards that are only available to club members create additional incentives. This strategy emphasizes the appreciation of loyal guests and strengthens their loyalty to the hotel.”
Can you give us specific examples of how your guest loyalty program has increased customer retention and loyalty?
“Our guests voluntarily engage with MyGams and therefore also intensively with our hotel. We are always offering new specials, such as an upgrade to the Top of Suite. In addition, limited collaborations, such as with ‘FLOWERS IN BED’ for pyjamas, keep interest high. The opportunity to collect double hearts by buying a voucher first and redeeming it later for their stay is particularly popular.”
What specific features or offerings of your guest loyalty program have proven to be particularly effective in generating repeat customers?
Some of the most effective offers from MyGams are: Birthday mail with a gift: a €50 voucher that is widely used.
Wedding anniversary goody: A promo code for arrangement vouchers with a 10% discount.
Exclusive offers: Some wellness offers and the popular pyjama breakfast can only be booked via MyGams.
How has your guest loyalty program influenced the feedback and satisfaction of your customers? Have you noticed a change in the number of positive reviews or recommendations?
Monika reports: “First of all, to explain: when we closed in summer 2020, there was a large rebooking of all stays before the club existed. It is particularly noteworthy that regular guests who had already had many stays before the introduction of MyGams were enthusiastic about the additional options. One example shows how a couple of guests who normally stayed in the snug suite were so impressed by an upgrade to the Top of Suite that they chose this suite the next time they booked. The feedback from the guests: “They had never imagined it would be like this, because the snuggle suite was already so nice, but now they always want to book the higher category.”
Has the number of regular guests increased since the introduction of the guest loyalty program?
“Definitely,” says Monika. “Since the introduction of MyGams, the number of regular guests has increased. The loving care of the club and the high registration rate (approx. 90% of all in-house guests) contribute significantly to this. With 63,000 profiles, the success of the program speaks for itself.”
How would you describe the daily work with the system and the service provided by incert?
Monika emphasizes: “Thanks to the MyGams tool, we are taking care of our regular guests more intensively and sustainably. The daily work with the MyGams system is very user-friendly, especially the handling by the employees. At the beginning, we always received prompt and solution-oriented support from the incert team when familiarizing ourselves with the system.”
Are further developments planned in the area of guest loyalty?
“Yes, we are constantly planning further developments to make the club even more attractive. This includes not only new in-house specials, but also collaborations with external partners. One future project is the introduction of Brevo for improved communication with MyGams members to inform them regularly about new goodies and limited-time offers,” explains Monika.
Conclusion
The MyGams program of the Genießerhotel Gams impressively demonstrates how a well thought-out guest loyalty program can strengthen customer loyalty. With creative rewards, exclusive offers and loving care of the club, the hotel has built a strong bond with its guests. Learn more about the benefits and how you too can benefit from such a program by signing up for MyGams.
Fancy more?
Don’t hesitate to contact us at beratung(at)incert.at to find out more about our tailor-made guest loyalty programs. We look forward to hearing from you!
Experience it for yourself!
Immerse yourself in the world of MyGams and discover how exceptional offers can inspire your guests. Click here to go to the Loyalty Portal!
