Some good advice in life is to make the most of what you already have, and this when applied in the hospitality industry can make all the difference for top performing hotels in the modern day.
The bookings that you win at your hotel – the guests you have already confirmed – can hold much more value to you than a customer you’re still trying to catch.
While many hotels implement upselling techniques at the Front Office as part of the overall revenue management strategy, most still struggle to create an authentic upselling culture.
This article is written specifically for front desk agents as well as managers who want to take their upselling to the next level:
Hotel front desk upselling is a technique used by front desk staff to encourage guests to upgrade their room, purchase additional amenities, or spend more money on their stay. This can be done by providing the guest with information about special offers, upgrades, and amenities available, or by suggesting upgrades or amenities that may benefit the guest's stay. It can also involve actively engaging the guest in conversation, asking questions about their trip, and making personalized recommendations based on their needs.
Upselling at the front desk is important because it helps to increase revenue and provide customers with additional services that can enhance their stay. It also helps to ensure that customers have a positive experience, which can lead to customer loyalty and repeat business. Additionally, upselling can help to drive more business by providing customers with additional services that they may not be aware of.
The amount that upselling can increase RevPar in hotels can vary significantly. Factors such as the type of upsells offered, the target market, and the hotel's existing price points will all play a role in the impact of upselling on RevPar. Generally, however, upselling can increase RevPar by up to 25%.
Upselling at the front desk can improve customer experience by providing customers with additional services or products that could enhance their stay. This could include offering upgrades to higher-end rooms, upgraded amenities, or extra services such as spa treatments or restaurant reservations. Upselling at the front desk also allows customers to quickly and easily purchase these additional services or products without having to search for them online. Additionally, upselling gives customers the opportunity to experience a more personalized and memorable stay, as they can receive recommendations tailored to their individual needs and interests.
Before anything else, learn everything there is to know about the hotel’s various room categories, including the features and benefits of each. Mention the price difference only after explaining the room’s additional features. Better still, offer multiple options, starting with the lowest of the incremental price differences.
Don’t simply recite the upgraded amenities as statements of fact. “Access to the executive lounge” should become “your room key will also give you entry to our executive lounge where complimentary breakfast and evening cocktails are served.” Also, remember to check that the inventory is actually available before suggesting it.
In addition to selling upgraded room categories, some hotels’ upsell programs will also extend to parking, early check-in or late check-out, room packages, in-room services such as a bottle of wine, upgraded WiFi, and even cross-selling opportunities such as breakfast daily or spa services.
Moreover, there are also hotels that will offer front desk staff some form of added compensation or commission for upselling guests. One more reason why it’s well worth asking about any training programs that the hotel may offer its front desk agents while still in the interview process.
1. Offer an Upgrade: Upselling starts with offering customers an upgrade to a higher room category. This is done by highlighting the benefits of the upgraded product or service they are offering.
2. Personalize Your Offer: To be effective in upselling at the front desk, personalize your offer. This could be done by asking questions about the customer’s needs and then suggesting a product or service that meets their specific needs.
3. Provide Value-Added Services: Offering additional services such as discounted rates for longer stays or complimentary amenities can be an effective upsell in the front desk.
4. Create Urgency: People tend to act more quickly when there’s a sense of urgency. Create a sense of urgency by offering special discounts or limited-time offers.
5. Focus on the Benefits: When upselling in the front office, focus on the benefits of the product or service you’re offering. Explain the advantages of the upgrade or additional service and how it can improve their experience.
6. Use Cross-Selling: Cross-selling is a great way to upsell in the front office. Offer related products or services that complement the main product or service the customer is interested in.
7. Train Your Employees: Train your sales staff in the front office to be knowledgeable about the products and services you offer. This will help them better understand the customers’ needs and recommend the most appropriate upsell.
8. Motivate and reward your team: Keep your team motivated with incentives and drive their performance with goals and targets.
Did you know?
"Front desk agents are 3 times more likely to make an upsell when compensated with commission or incentives."
They key to effective upselling is having access to the right data, and with the right tools you can streamline your entire upselling strategy by synchronizing your pre-arrival, on-arrival and in-house efforts.
UpsellGuru is the first in the industry to provide an all-in-one upselling solution, expanding on our proprietary bidding based pre-arrival upselling system and guest communication tools to include a robust front desk upselling platform. UpsellGuru equips hoteliers and frontdesk agents with:
And best of all, a gamified experience for its users, keeping front desk agents motivated and driven by goals and incentives.
Discuss your upsell strategy and how we can help
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Discuss how UpsellGuru works in combination with your PMS
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*Of course, there are no strings attached.