A Recipe for Success: St. Ermin’s Hotel’s Upselling Journey with UpsellGuru

St. Ermin's Hotel's collaborative approach to upselling, powered by UpsellGuru, generates £48,000 monthly revenue and boosts guest satisfaction.

Introduction

Nestled in the heart of Westminster, St. Ermin's Hotel stands as a beacon of luxury and elegance amidst the bustling streets of London. As part of the Autograph Collection by Marriott International, it offers a distinctive experience to its guests with 331 spacious rooms, each designed to provide comfort and style. Boasting a four-star deluxe rating, St. Ermin's is renowned for its proximity to London's top historical attractions, making it an ideal choice for travelers seeking both relaxation and exploration.

Recognizing that exceptional location and luxurious amenities were just part of the equation, St. Ermin's sought to elevate the guest experience further while maximizing revenue and profit. Upselling presented a powerful opportunity, and they knew they could achieve this with a partner that could deliver a comprehensive upselling solution. This realization led them to embark on their successful journey with UpsellGuru.

Family Suite. St. Ermin's Hotel, Autograph Collection.

Why UpsellGuru?

St. Ermin's Hotel sought a partner who could deliver an integrated solution for pre-arrival and on-arrival upselling. Enter UpsellGuru, a cutting-edge upselling system designed to seamlessly integrate into hotel operations. With a focus on room upgrades to the hotel's spacious and stylish suites, as well as enticing add-ons such as transportation, extended stays, and F&B options, UpsellGuru proved to be the perfect fit for St. Ermin's vision.

"We believed in the power of upselling to enhance guest experiences and drive revenue growth. UpsellGuru provided us with the perfect platform to turn that belief into reality." - Douglas McHugh, Hotel General Manager

Getting Started

Beyond software implementation, UpsellGuru's commitment extended to empowering the hotel team. A comprehensive three-day on-site training program, tailored to St. Ermin's specific needs, launched the initiative. This hands-on approach ensured that every team member, from frontline staff to leadership, was equipped with the knowledge and skills needed to maximize upselling opportunities effectively.

UpsellGuru's dedication went beyond the initial training. Their Customer Success Consultants (CSCs) played a pivotal role in ensuring the hotel's success throughout the entire upselling journey. They collaborated closely with the St. Ermin's team to:

• Optimize upselling strategies: The CSCs provided ongoing guidance and support to help the hotel refine its upselling tactics based on guest data and real-time feedback. This ensured upsell recommendations remained relevant and appealing.
• Foster a culture of upselling: Through continuous communication and support, the CSCs helped instill confidence in the hotel staff, empowering them to identify and present upselling opportunities effectively while maintaining a guest-centric approach.

This emphasis on ongoing support and collaboration, combined with the initial training program, fostered a significant shift in the hotel's upselling culture.

"Their Platform provides exceptional visibility to enable us to recognize & manage results. Combined with the on-site training provided by UpsellGuru was invaluable. It not only equipped our team with the necessary tools but also instilled a culture of upselling excellence within our organization." - Douglas McHugh

Remarkable Results

The implementation of UpsellGuru yielded remarkable results for St. Ermin's Hotel. With an average upsell of £83 per night and an average monthly upsell revenue of £48,000 distributed approximately 30% pre-arrival and 70% on-arrival, the impact was undeniable. 

"We have witnessed a strategic shift at the Front Desk, with our agents focusing on highly profitable room-related upsells. This shift has significantly boosted our revenue, with room-related upsells now accounting for 80% of our upsell revenue." - Douglas McHugh

Empowering the Team & Leadership Collaboration

Empowering the frontline teams through continuous training and motivation played a pivotal role in the success of St. Ermin's upselling initiatives. UpsellGuru's trainers returned several times for refreshment training, ensuring that the team remained engaged and up-to-date with the latest upselling strategies. UpsellGuru's focus on fostering a culture of upselling throughout the hotel, from leadership to frontline staff, empowered continuous optimization of upselling tactics. This collaborative approach fueled further revenue growth and success.

"The key to our success lies in the dedication and enthusiasm of our team. By providing them the best platform, performance reviews, investing in their training, and fostering a culture of collaboration, we've been able to achieve remarkable results together." - Douglas McHugh

Advice to Other Hoteliers

With a proven track record of success, Douglas McHugh offers valuable advice to fellow hoteliers:

"Embrace the power of upselling as a means to not only increase revenue but also enhance guest satisfaction. Choose a partner like UpsellGuru who understands your vision and can help you turn it into reality through seamless integration and comprehensive support." - Douglas McHugh

Conclusion

The partnership between St. Ermin's Hotel and UpsellGuru stands as a testament to the effectiveness of well-executed upselling strategies. By leveraging UpsellGuru's comprehensive programs and fostering an upselling culture, St. Ermin's achieved significant results: a monthly upsell revenue increase of £48,000 and improvements in employee performance and enhanced guest satisfaction. This success story is a compelling message for hoteliers seeking to improve revenue and profit management strategies by adopting effective upselling. By partnering with UpsellGuru, hotels can elevate their upselling practices, enhance guest satisfaction, and boost revenue and profitability.