The role of upselling in hotel guest experience
F&B Upselling in hotels and resorts
January 14, 2023
Combining pre-arrival and front-desk upselling
January 25, 2023
Upselling is an important part of the hotel guest experience, from pre-arrival to post stay. It can help to enhance the guest experience by providing additional amenities and services that will make their stay more enjoyable.
Before a guest arrives, hotels can use upselling techniques to encourage guests to book additional services such as airport transfers, spa treatments, room upgrades and more. By offering these services, hotels can provide a more personalized experience, which can help to create a positive and memorable impression on guests.
During a guest’s stay, upselling can be used to encourage guests to purchase additional amenities, such as meals, room service, spa treatments, and other services. This can help to enhance their overall experience and provide them with more value for their money.
Finally, after a guest’s stay, upselling can be used to encourage them to book a future stay. For example, hotels can offer discounts and special promotions to entice guests to return. This can help to create loyalty and build relationships with guests that can last for years.
Overall, upselling is an important part of the hotel guest experience from pre-arrival to post stay. It can help to enhance the guest experience and create loyalty for the hotel.
Pre-arrival Upselling
A look at the benefits and how it works...
Pre-arrival upselling in hotels involves offering guests additional services or upgrades to their stay before they arrive. Hotels often use pre-arrival upselling to encourage guests to book higher-priced rooms, add extra services such as spa treatments or meals, or upgrade their stay with amenities like late check-out or early check-in. Hotels use personalized emails and communications to contact potential guests and offer them these upgrades. Additionally, hotels may use their website or booking engine to present guests with upgrade options during the booking process. Pre-arrival upselling can be a great way for hotels to increase their revenue and enhance the guest experience.
UpsellGuru offers a fully automated and integrated pre-arrival upselling tool which plugs directly into your hotels PMS to maximize your hotel inventory and revenue using personalized offers on room upgrades and extras! The tool is completely customized to your brand and dynamically configured to optimize your upselling opportunities while enhancing the stay of each and every guest.
Guests are 68% more likely to opt-int to upgrades and extra amenities during the pre-arrival stage (*3/4 days before arrival)
Why consider a bidding system
The thrill and of having control and winning a bid on a more personalized stay...
The bidding system in hotel pre-arrival upselling systems like UpsellGuru allows guests to feel in control of the process of purchasing additional services or products. Guests are able to set their own prices and adjust their bids based on their desired budget. This gives guests the freedom to determine their own price point and allows them to find a deal that is suitable for their individual needs. This system also encourages guests to purchase additional services or products at a lower cost, allowing them to save money while still enjoying the services or products they are interested in.
The Pseudo Endowment effect
Studies have shown that guests who were offered additional services or amenities were more likely to purchase them than those who were not offered any additional services or amenities. This suggests that guests place an artificially high value on services or amenities that they have already been offered prior to their arrival, and therefore are more likely to purchase them. This effect has been found to be particularly strong when the additional services or amenities are perceived to be of high value. This effect can be beneficial for hotels as it can help increase revenue. By understanding the pseudo endowment effect, hotels can better design their pre-arrival upselling strategies in order to maximize revenue.
Dynamic Pricing
The benefits of dynamic pricing in a pre-arrival upselling system for hotels are numerous. First, it allows hotels to adjust their rates based on demand, pricing rooms at lower rates when demand is low and higher rates when demand is high. This helps hotels maximize their revenue and prevents them from losing out on potential bookings. Additionally, dynamic pricing helps hotels adjust their rates to account for changes in the market, such as seasonal fluctuations in demand, competition, and occupancy rates. Finally, dynamic pricing helps hotels to better target their upsells, as they can tailor their offers to customers based on their location, budget, and other factors.
Front desk Upselling
A look at the benefits and how it works...
Front-desk upselling in hotels is a sales tactic used by front desk staff to encourage guests to purchase upgraded or additional services or amenities during their stay. These may include upgraded room options, extended stays, spa treatments, restaurant reservations, and other services or activities. The goal is to increase the guest’s overall satisfaction with their stay and to maximize the hotel’s revenue. Front desk staff should be knowledgeable about the services and amenities available and be able to make recommendations to guests that best fit their needs and interests. They should also be able to explain the benefits of each service or amenity and emphasize the value that it adds to the guest’s stay.
UpsellGuru's latest product offering "Front-desk Upselling" puts the power in the front-desk agents hands by recommending upsell opportunities intelligently that speak to each arrival's travel expectations and preferences. The system's dashboard features a gamified leaderboard to motivate top performers while tracking overall and individual performances with preset goals and commissions to further incentive your team.
Front-desk agents who earn commission or rewards on upselling and cross-selling increase upselling revenue by up to 300% in recent case studies.
Gamification in upselling for front desk agents at hotels
Let staff compete for rewards or incentives...
Using gamification to upsell products and services can help motivate front desk agents to increase their sales. By introducing a competitive element and providing rewards, agents are more likely to be motivated to increase their sales.
By providing rewards for successful upsells, front desk agents are more likely to remain in their positions as they feel they are being rewarded for their efforts. This can also help to increase loyalty among agents, as they feel they are being recognized for their hard work.
By using gamification to upsell products and services, front desk agents can create more compelling offers to their customers that they may not have otherwise considered. This can help to create a better customer experience, as customers feel they are getting the best value for their money.
In-house Upselling
A look at the benefits and how it works...
Inhouse upselling in hotels is a strategy used by hotel management to maximize their profits by persuading guests to purchase more expensive rooms, amenities, and services. This can be done through a variety of methods such as recommending higher priced items, offering discounts or complimentary upgrades, or emphasizing the benefits of more expensive options. Hotels may also use suggestive selling techniques to encourage guests to purchase extras such as spa treatments, room service, or other services. Ultimately, the goal of inhouse upselling is to increase the hotel's revenue by providing guests with options that are beneficial to them and profitable for the hotel.
UpsellGuru offers a seamless in-house hotel directory and guest communication solution with added functionality such as chatbot and other features designed to promote personalized offers while informing your guest of general hotel information in an interactive format.
Guests are twice as likely to opt-in to a late check-out on during their stay if offered a day or two before check-out. Some hotels have even coupled late check-out offers with a discounted lunch or F&B offer, and have seen some impressive conversion rates and increases in their TREVPAR.
Equipping your team for success
Combing technology and people for a better guest experience...
Along with adopting new technologies to automate and alleviate processes comes the responsibility to equip staff with a solid foundation achieved with training, follow-ups and access to on-demand knowledge and live performance reporting.
By hosting training and successfully pairing new technology with the latest processes and best practices in upselling and guest experience optimization, hoteliers are able to impress guests with offers that are more personalized and customized than ever before.
The benefits of training your staff in upselling for hotels:
1. Improved Customer Satisfaction: Training staff in upselling can help ensure customers are offered the best options for their needs, which can lead to increased customer satisfaction.
2. Increased Revenue: Upselling can lead to increased revenue for hotels by providing customers with additional services and products they may not have otherwise purchased.
3. Improved Brand Image: Training staff to upsell in a professional and courteous manner can help establish a positive brand image for the hotel.
4. Improved Efficiency: Upselling can help staff quickly identify customer needs and save time by offering the right service or product without having to ask a lot of questions.
5. Improved Retention Rates: Customers who are happy with their experience and feel that their needs were met are more likely to return in the future.
With an integrated upselling solution hoteliers can now synchronize their entire guest journey and provide seamless experiences that speak to each guests preferences.
All-In-One Upselling
The first truly all-in-one upselling solution in the industry...
Combine your pre-arrival, on-arrival and in-house upselling efforts and enhance your entire guest experience with the magic of upselling - fully automated and personalized offers driven with dynamic pricing and plugged directly into to your hotel PMS.Â
By combining pre arrival and front desk upselling communications, hotels can create a more seamless, personalized experience for their guests. Guests will feel better informed and taken care of throughout their stay, as they will receive tailored messages regarding services, amenities, and special offers. This will help to increase customer loyalty, as guests will be more likely to return to a hotel that values their time and provides them with a memorable experience. In addition, combining pre arrival and front desk upselling communications can help hotels to increase revenue and profits, as guests are more likely to purchase additional services and amenities when they feel informed and valued by the hotel.
Upselling training, consulting and access to an on-demand UpsellUniversity knowledge hub all coupled in with our proprietary all-in-one upselling systems.
