A Transformative Journey: Hotel Drei Quellen Therme’s Success with UpsellGuru

12x Return & Beyond: How Upselling Boosted Revenue, Guest Satisfaction, and Employee Performance

A Hidden Gem in Bad Griesbach

Nestled in the serene landscape of Bad Griesbach, Germany, Hotel Drei Quellen Therme is more than a luxury hideaway. It’s a sanctuary for wellness enthusiasts and avid golfers alike. With 105 rooms and a renowned 4-star spa, the hotel prides itself on exceptional service and guest satisfaction. Since August 2021, the hotel has been on a transformative journey with UpsellGuru, revolutionizing its upselling techniques to elevate guest experiences and drive revenue growth.

The Game-Changer: UpsellGuru

“UpsellGuru has been a game-changer for us,” says Hotel Director Simon Schmidt. “It’s not just about selling rooms and driving revenue; it’s about enhancing guest experiences and exceeding expectations. Our staff feels empowered and proud to maximize every guest interaction. With UpsellGuru, we aim for greater heights of excellence and innovation.”

Getting Started

Seamless Implementation

The hotel began its upselling journey by focusing on pre-arrival upsell opportunities. Even though some employees were new to upselling systems, a successful onboarding session by UpsellGuru prepared the team. Thorough training sessions then set them on the right path. UpsellGuru’s customer success support, including virtual sessions for quick and efficient solutions, also proved invaluable. Simon recalls, “UpsellGuru’s training was instrumental in helping our team understand and confidently implement the upselling strategies.”

Smooth Integration

Integrating UpsellGuru’s Pre-Arrival program into the hotel’s management system was a breeze. The automation simplified the process, saved time, and allowed the team to focus on delivering exceptional guest experiences. “The automation was ideal for us,” notes Simon. “It streamlined our processes and helped us avoid additional work.”

Tailored Offers

With UpsellGuru, the hotel catered to guests looking for more upscale experiences by offering customized room upgrades like balconies, lavish suites with welcome amenities like wine and flowers, and longer stays.

Revenue Growth Milestones

Return on Investment

The financial success has been significant, with a current ROI of 12:1, which underscores the transformative impact on the hotel’s bottom line.

Revenue Impact

Over the past 12 months, the hotel’s Pre-Arrival program has delivered exceptional results: a 57% email click-through rate, over 90% of incoming offers accepted, and a 7% deal conversion rate. Moreover, upselling room revenue has skyrocketed by 108% from January to May 2024 compared to the same period last year.

In the first month of utilizing both Pre-arrival and On-arrival programs, the hotel achieved a total revenue impact of 1.7% and an ADR increase of nearly 2%. 

Enhancing Guest Satisfaction

Personalized Experiences

UpsellGuru’s programs have significantly enhanced customer satisfaction. Guests appreciate the personalized upgrades, from stunning room views to special amenities like flowers and cakes. This personalized approach has increased guest satisfaction and loyalty.

Empowering the Team

Staff Motivation

“UpsellGuru’s comprehensive training and support have truly motivated and empowered our staff. Just two days after the training, one team member upsold a suite for 21 nights, adding over 1000 euros in revenue,” recalled Simon. This success story inspired the entire team, creating a dynamic atmosphere focused on maximizing guest interactions and driving revenue growth. Since implementing the On-Arrival program, the team has consistently exceeded the target revenue, achieving an impressive average of up to 57%.

Leadership and Collaboration

Management’s proactive engagement and leadership have been pivotal in driving upselling performance improvement. By championing the “upselling mentality,” management has united staff members towards achieving upselling targets and exceeding guest expectations. The hotel’s collaboration with UpsellGuru’s Customer Success team has also improved the frontline teams’ performance, enabling continuous optimization of upselling strategies.

Looking Ahead

Future Plans

Simon outlines their future plans: “We want to focus on the numbers, improve our forecasts for guest arrivals, and set higher targets based on guest segments. By setting long-term goals, we can offer better rewards and incentives for our upselling teams, including housekeeping staff. With UpsellGuru’s programs, we’re confident we’ll reach new heights of excellence and innovation.”

Advice to Fellow Hoteliers

“Try it. Try UpsellGuru,” Simon advises. “I’ve never regretted the choice to use them in all the hotels where I’ve implemented their programs.”

Conclusion

Hotel Drei Quellen Therme’s journey with UpsellGuru is a testament to the transformative power of innovative upselling strategies. By fostering a culture of excellence, empowerment, and continuous improvement, the hotel has unlocked new possibilities in the ever-evolving hospitality industry landscape.