Hotel Upselling: Getting Started

Hotel Upselling: Getting Started

If you're interested in implementing upselling at your hotel, here are a few steps you can take to get started:

1. Understand your guests: Analyze your guest data and preferences to understand their needs and desires. This will help you create targeted upsell offers that will appeal to them.

2. Know your hotel and products: Thoroughly examine your hotel, products and services from the lens of the guest and look out for different features in each room or service that can be leveraged in your upselling strategy.

3. Identify upsell opportunities: Look for opportunities to upsell throughout the guest journey, including during the booking process, pre-arrival, at check-in, and during their stay.

4. Develop an upsell strategy: Create an upsell strategy that aligns with your hotel's brand and guest experience goals. Determine which upsell offers will be most successful, and how they will be presented to guests.

5. Implement upselling tools: Invest in upselling tools that integrate with your property management system (PMS), customer relationship management (CRM) system, and mobile app. These tools can help you analyze guest data and preferences to suggest relevant upsell offers.

6. Train your staff: Provide training to your front desk staff on how to present upsell offers in a way that is helpful and not pushy. They should be able to understand the guest's needs and suggest relevant upsell offers that will enhance their stay.

7. Report and analyze: Gather and analyze your data intelligently to make better business decisions, identify opportunities and have more control of your operations.

Remember, upselling should be done in a way that is helpful and enhances the guest experience. By implementing upselling at your hotel, you can increase revenue while providing guests with a more personalized experience.