MANAGEMENT STRATEGIES BASED ON THE ELABORATION MECHANISMS OF LOYALTY POLICY OF THE HOTEL'S CLIENTS REGENCY, CODRU AND DACIA

Galina LISA Universitatea Liberă Internaţională din Moldova

Abstract

Due to the new changes that occur in customer behavior, hotels are obliged to propose new goals and to define new leadership methods in order to not only ensure business continuity, but especially, its recovery due to an increase of environmental complexity and economic dynamism. In this article are presented recommendations for hoteliers for using communication strategies based on the hypothesis of generations influence and the strategy of feedback management and guests` rewards, depending on the generation specific they belong. Keywords: customer loyalty strategy, hotel companies, hotel services, generation theory, loyalty factors, tridimensional model, hotel SWOT analysis, hotel “Regency”, hotel “Codru”, hotel “Dacia”.