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For most hotels, upselling and cross-selling are important revenue-generating activities. But for front desk agents, these tasks can often feel like a chore. What if, instead of treating them as a necessary evil, hotels turned these activities into a game that front desk agents could play and have fun with?
By turning upselling and cross-selling into a game, hotels can motivate their front desk agents to sell more and increase revenue. Here are some ways hotels can gamify upselling and cross-selling:
Set Targets and Rewards
One way to turn upselling and cross-selling into a game is to set targets for front desk agents and reward them for achieving those targets. For instance, a hotel can set a target for the number of room upgrades a front desk agent should sell in a week and reward them with a bonus if they achieve the target.
How we do it:
UpsellGuru’s front desk upselling platform allows hoteliers to set team and individual targets, with commission and other incentive options available to reward and motivate upselling superstars.
Create a Leaderboard
Another way to make upselling and cross-selling into a game is to create a leaderboard that tracks the performance of front desk agents. The leaderboard can display the number of room upgrades, add-ons, or other services sold by each agent. This creates a sense of competition among front desk agents and motivates them to sell more.
How we do it:
With UpsellGuru, front desk agents can view their performance and team leaderboard, creating a healthy competition and driving agents to outshine colleagues in return of recognition and bragging rights of course.
Provide Training and Coaching
To succeed in upselling and cross-selling, front desk agents need to have the right skills and knowledge. Hotels can provide training and coaching to their front desk agents on how to upsell and cross-sell effectively. This can include role-playing exercises, product knowledge training, and coaching on how to handle objections.
How we do it:
The School of Revenue hosts a range of specialized hospitality courses ranging from Revenue Management, F&B Revenue Management to Upselling. The perfect on-demand online training and knowledge campus for all hospitality professionals looking to get ahead and take their career to the next level.
Use Incentives
In addition to bonuses, hotels can use other incentives to motivate front desk agents to upsell and cross-sell. For example, hotels can offer gift cards, merchandise, or other rewards for achieving certain targets. This can create a sense of excitement and motivation among front desk agents.
How we do it:
UpsellGuru’s front desk upselling suite equips front desk agents with personalized offers for each arrival, while tracking their performance and motivating them with leaderboards to reach targets and goals while rewarding upselling excellence with commission or incentives.
Celebrate Successes
Finally, hotels should celebrate the successes of their front desk agents. When a front desk agent achieves a target or sells a high-value add-on, the hotel should acknowledge and celebrate their success. This creates a positive work environment and motivates front desk agents to continue to sell more.
Gamifying upselling and cross-selling can turn a mundane task into a fun and engaging activity for front desk agents. By providing the right training, incentives, and rewards, hotels can motivate their front desk agents to sell more and increase revenue.
Find out more about our front desk upselling tool or book a demo and experience the upselling magic today:
Find out how over 1500 hotels and resorts around the world are benefiting from our upselling solutions, stop leaving revenue on the table and start creating a culture of upselling excellence where your guests experience more personalized stays, your front desk agents are better equipped and motivated and your hotel has increased its bottom-line.
