Yeah, the 80/20 rule has proven out in nearly every situation for me. I actually ran the numbers once at one of the properties and it was roughly 20% of guests contributed 70%+ of revenue, with a very long tail of one stay/year folks. We actually used that data to make sure the top tier folks were very happy. As a side effect, I think it improved the overall level of customer satisfaction too - got everyone in the mindset of being proactive.

At this same property, we came up with an easy way to avoid walks without sacrificing revenue. It's amazing what you can accomplish when you have the right staff and give them the right priorities.