Why matching your hotel brand to your customer persona is important

As with any brand, hotels should be considering their target audience in every decision they make. Whether the intended customer is a businessman travelling for work or a group of young people, it'll have an impact on everything from the amenities you should be supplying to which channels you use to market your latest promotions.

Of course, hotels don't want to limit their customer base by targeting a niche area but those that don't have any indication of who their ideal customer is risk losing direction. When hoteliers have a decision to make, having a clear customer persona in mind can help ensure that the verdict reached was based on informed information. Customer personas are important and they should inform your branding choices too.

There are many reasons why the customer is integral to branding. But, most importantly, you want your brand to appeal to those you're aiming to attract. If you fail on this front, the hotel isn't going to entice the customers they're after. The branding of the hotel should signify everything from the price range to the style of the rooms. If you're branding suggests you're a minimalist, high end boutique hotel but your customer persona is actually young families looking for a wallet friendly option, you won't see the reservations you're expecting and risk disappointing customers that have made a booking.

Alysha Smith
VP of Operations & Development
8000148132
Magnuson Hotels