Guest loyalty isn’t built on points alone—it’s built on moments. It’s the warm welcome at check-in, the server who remembers a guest’s favorite drink, or the housekeeper who goes the extra mile to personalize a stay. In today’s hospitality landscape, where options are endless and travelers expect more than just a place to sleep, creating meaningful connections is what sets a hotel apart.

At Newport, we’ve seen firsthand how genuine hospitality drives great results operationally and in profitability. This year, we’re honored to be recognized by Marriott for our Topline Activator Score among top-performing franchise management companies in the U.S. This accolade isn’t about transactions—it’s about how well our teams anticipate guest needs, create exceptional service moments, and foster the kind of emotional connections that turn first-time visitors into lifelong guests. Our commercial strategy team drives bookings to our hotels, and our operations team delivers memorable experiences to capture returning guests to our markets.

Across the industry, the demand for meaningful, experience-driven stays is rising. A recent study by Marriott found that 70% of guests say personalized service is a key factor in their return decisions. While technology continues to evolve loyalty programs and streamline operations, the most impactful guest interactions remain human ones.

How Hoteliers Can Strengthen Guest Connections

Empower Teams to Personalize Service – Encourage staff to engage authentically, remember guest preferences, and proactively enhance their stays.

Leverage Data for a Deeper Understanding – Insights from guest feedback and past visits allow teams to anticipate needs and tailor experiences.

Recognize and Celebrate Service Excellence – The best guest experiences come from teams that feel valued and motivated to exceed expectations.

High Focus on Cleanliness and Condition – A properly maintained and clean room paired with an intently guest-focused service culture equates to satisfied and returning guests.

Celebrating Our Award-Winning Hotels

A shining example of guest loyalty and excellence in action is our Avid – Richmond North Ashland Hotel, a recipient of the 2024 Target Triumph Award with IHG. This award honors hotels that have achieved all their annual hotel metrics while maintaining reputable or above Guest Love Scores. Their dedication to delivering outstanding hospitality sets the standard for guest connection and service.

Additionally, we celebrate our seven Marriott properties for meeting and exceeding their 2024 Marriott Bonvoy Enrollment goals. Their commitment to guest engagement and loyalty continues to elevate our portfolio and strengthen our brand’s presence in the industry.

At the core of every successful hospitality brand is a simple truth: people return to people. As we move into 2025, the challenge for hoteliers is to go beyond transactions and foster relationships. Because in a world of endless choices, the most powerful loyalty program is the one that makes guests feel seen, valued, and eager to return.

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