The goal of the hospitality industry is to encourage ____ guests

• A. Repeat
• B. New
• C. Loyal
• D. Satisfied

Answer: (A)

The key idea is building repeat visits. In hospitality, turning guests into return customers creates a steady, reliable base of revenue and makes marketing more efficient because you’re leveraging existing guests who already know your service. When guests come back, they’re more likely to try additional offerings, take advantage of loyalty programs, and spread positive word of mouth, which helps bring in more guests over time.

New guests matter for growth, but they’re starting points rather than the ongoing goal. Satisfied guests are essential, but satisfaction alone doesn’t guarantee they’ll return. Loyal guests come from a pattern of repeat visits built on consistently great experiences, so encouraging repeat visits is the immediate step that often leads to loyalty.