Customers’ Information: A Tool for Customers’ Retention in Hotels, A Case Study of Presidential Hotel, Rumuola, Portharcourt, Rivers State

Abstract

This research focused on customers’ information, a tool for customers’ retention, a case study of Presidential Hotel, Rumuola, Portharcourt, Rivers State. Specifically, the study helped to know how to win customers in other words to retain them and make them enjoy the various services being paid for and prefer such services to other competing hotels. The study made use of survey for its research design and a sample size of twenty (20) copies of questionnaires were distributed among the staff, nineteen (19) staff were randomly selected from sampled organization i.e. Presidential hotel, Rumuola, Portharcourt, Rivers State, based on the copies of the questionnaires retrieved from the staff. Questionnaires were structured and administered to the staffs which were used to generate data. Oral interview was also conducted to obtain salient information from the staff. Percentage and frequency were used to statistically analyze the data. It was shown from the findings, that customers’ information in Presidential hotel is one of the major approaches in retaining the new customers and maintaining the old customers, by using customer information, to get the detailed information of the guest in the hotel. Therefore, it was recommended that there must be proper upkeep and updates of customer information books, all hands must be on deck in other to achieve customers’ retention and profit maximization must be the watchword of all members of staff as a drive to retaining new customers and as well maintaining the old ones.

Keywords: Customer, hotel, information, retention, tool

Cite this Article
Olawale-Olakunle, Olajumoke Elizabeth. Customers’ Information: A Tool for Customers’ Retention in Hotels, A Case Study of Presidential Hotel, Rumuola, Portharcourt, Rivers State. OmniScience: A Multi-disciplinary Journal. 2017; 7(3): 1–6p.