How Hospitality Businesses Build Loyalty Through Daily Habits

When you think about customer loyalty, it’s easy to imagine reward cards or VIP programs. But true loyalty, the kind that keeps people coming back and raving about your business, is built through daily habits. It’s in the consistency, the care, and the quiet moments your guests will never forget.

This week, I sat down with Emily Stanton, owner of The Nyngan Hotel - a stunningly restored 1883 landmark in Central West NSW - to talk about what it really takes to build a loyal community in hospitality.

Reopening the Heart of a Community

When Emily and her husband James reopened The Nyngan Hotel in July 2024 after 40 years of closure, they weren’t just restoring a building. They were reigniting the social heart of a town.

Emily, a fifth-generation Nyngan local, had grown up walking past the “sleeping giant” on the corner, always wondering what it looked like inside. Fast-forward to today, and that same building is now the town’s go-to for families, miners, and travellers crossing the Mitchell Highway.

Her secret? Daily habits of connection. From greeting regulars by name to handwritten thank-you cards for loyal customers, The Nyngan’s culture of appreciation is what sets it apart.

Emily’s leadership philosophy is simple: “I wouldn’t expect my team to do anything I wouldn’t do myself.”

In a town of just 2,500 people, that hands-on attitude matters. Whether she’s bussing tables during a rush or listening to her team’s ideas on the whiteboard in the staff room, Emily shows that consistency in leadership creates consistency in service.

Her decision to promote Krista, a young local with untapped potential, into a management role (and even a profit share) is another example of how small, daily investments in people lead to long-term loyalty - both from staff and customers.

Community Before Commerce

Loyalty isn’t earned with a single promotion; it’s built with presence.

From the early renovation days, Emily shared every step of the journey on social media. Locals followed along as the old pub transformed - cheering, sharing, and waiting for the grand reopening.

That transparency not only grew a strong online following but also built real-world trust. When the doors opened, the community didn’t just show up out of curiosity, they showed up out of pride.

So, what can hospitality businesses learn from The Nyngan’s success?

1. Be visible and authentic.
   Share your journey. Customers love seeing progress, not perfection.
2. Recognise your regulars.
   A handwritten note or small token of thanks goes further than you think.
3. Empower your team.
   Your best ideas come from the people who greet your customers every day.
4. Keep showing up.
   Whether it’s a social media update, a consistent menu, or a warm “hello,” loyalty is built one day at a time.

Want More?

Watch the full conversation with Emily Stanton on YouTube or listen to the podcast episode for her full story on leadership, resilience, and how small-town hospitality can create big business lessons.

Watch here: https://youtu.be/tFDaSG0MXf0

Listen here: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

And if you’re travelling through the heart of NSW, stop in and experience true country hospitality at The Nyngan Hotel - where good food, genuine smiles, and outback charm meet.

🌐 Website: https://www.thenynganhotel.com.au/
📸 Instagram: https://www.instagram.com/thenyngan/
📘 Facebook: https://www.facebook.com/thenyngan