In today's competitive hospitality landscape, upselling presents a powerful opportunity to elevate guest experiences, and boost revenue and profit. However, successful upselling requires more than just suggesting room upgrades. It calls for a skilled team equipped to determine guest needs and preferences, effectively communicate value propositions, and leverage upselling technology. UpsellGuru recognizes this and sets itself apart with a comprehensive onboarding process that prioritizes rigorous hospitality upselling training – a critical element of its holistic upsell solution.

Building Upselling Champions: The Power of Training

The success of any upselling strategy rests on the shoulders of frontline staff, particularly those in guest-facing roles. UpsellGuru's training program transforms these individuals into "Upsell Supergurus." Going beyond rote learning, it fosters a deeper understanding of upselling principles, equipping staff with the knowledge and skills to:

• Drive Guest Satisfaction & Loyalty: Supergurus learn to present upgrades as enhancements to the guest experience, fostering a sense of value and leading to lasting loyalty.
• Sell Higher Categories: Through skilled communication and understanding of guest needs, Supergurus can effectively upsell higher-tier rooms and amenities, boosting hotel revenue and profit.
• Master the Upsell Platform: The training ensures staff can confidently navigate the platform's features to identify upselling opportunities, monitor performance, and drive results.
• Cultivate an Upselling Culture: By fostering a team environment that embraces upselling as a positive practice, the staff becomes more enthusiastic and effective in suggesting upgrades.

A Tailored Approach: Training Beyond the Generic

UpsellGuru doesn't offer one-size-fits-all training courses. It begins with meticulous planning before the on-site visit by a dedicated Customer Success Consultant. UpsellGuru also provides trainers who are seasoned hospitality professionals specially chosen for their expertise, deep understanding of upselling strategies, and the challenges faced by hotels. Their experience and knowledge allow them to tailor the training to each client's unique needs.

Deep Dive: UpsellGuru's Upselling Training Program

Let’s take a closer look at each part of the multi-faceted training program:

1.Senior Leadership Engagement: Building a Foundation for Success

UpsellGuru recognizes that successful upselling requires buy-in from all levels of hotel management. Their approach to senior leadership engagement ensures everyone is on the same page and actively contributes to achieving upselling goals. This engagement takes place through separate meetings with the General Manager (GM) and the executive team with the following objectives set:

• Full Engagement: UpsellGuru fosters a collaborative environment where senior leadership can express their vision for upselling within the hotel. This open dialogue creates a sense of ownership and commitment to the program's success. Collaborative goal-setting establishes clear expectations for upselling performance after training. UpsellGuru works with the senior leadership team to define upsell goals, anticipated ROI targets, and key performance indicators (KPIs) to track progress.
• Roles & Responsibilities: UpsellGuru clarifies the roles and responsibilities of key personnel within the executive team, including hotel influencers who will play a crucial role in championing upselling practices.
• UpsellGuru Platform Introduction: Senior leadership is introduced to the UpsellGuru platform and provided with login credentials. This allows them to familiarize themselves with features like reporting and analytics, fostering a deeper understanding of the program and its benefits.

By engaging senior leadership early on and ensuring their active participation, UpsellGuru creates a solid foundation for successful upselling implementation.

2. Frontline Training: Transforming Staff into Upsell Supergurus

The cornerstone of UpsellGuru's program is the comprehensive 4-hour onsite training for frontline staff. This engaging session combines lectures with interactive activities designed to equip staff with the knowledge, skills, and confidence to excel at upselling.

• Upselling & Cross-Selling Fundamentals: Staff gain a clear understanding of the concepts of upselling and cross-selling, along with their benefits for both the hotel and the guest experience.
• Guest Journey Mapping: They learn to identify different stages of the guest journey and tailor their upselling approach accordingly.

• Identifying Guest Needs: Staff are taught techniques to effectively assess guest needs and preferences, ensuring upselling recommendations are relevant and personalized.
• UpsellGuru Platform Deep Dive: Dedicated time is spent introducing the UpsellGuru platform, including its programs, features, and functionalities. A hands-on workshop allows staff to practice navigating the platform and utilize tools relevant to their roles.
• Incentives & Commissions: A clear explanation is provided regarding the available incentives and commission structures associated with successful upselling. This motivates staff and encourages them to actively participate in the program.

Through this combination of lectures, hands-on workshops, and interactive activities, UpsellGuru ensures frontline staff leave the training equipped with the knowledge, skills, and confidence to become true "Upsell Supergurus."

3.Influencer Training: Empowering Champions for Upselling Success

A dedicated 2-hour training session focuses on front office managers (FOMs) and other key personnel identified as hotel "influencers." These individuals play a crucial role in driving adoption and ongoing success of the upselling program.

• Engaging Influencers: UpsellGuru employs strategies to secure the active participation and commitment of hotel influencers. This can involve discussions on leadership styles, fostering an environment of continuous improvement, and highlighting the positive impact upselling can have on staff performance and guest satisfaction.
• Roles & Responsibilities: The training clarifies the specific roles and responsibilities of influencers within the upselling program. This may involve tasks like monitoring staff performance, providing ongoing coaching, and championing upselling best practices.
• Using the Platform Effectively: Influencers are equipped with the knowledge and skills to navigate the UpsellGuru platform effectively. This allows them to monitor upselling performance, identify areas for improvement, and coach staff accordingly.

Building a Support System

UpsellGuru recognizes the importance of ongoing support for influencers. The training program includes access to a library of resources, including upselling best practices guides, coaching materials, and more.

The program also includes individual coaching sessions for frontline officers, allowing for personalized guidance and addressing specific concerns.

Post-Visit Activities: Ensuring Continued Success Story

Post-visit activities help to ensure a smooth transition and ongoing support. The Customer Success Consultant works with the hotel to refine the action plan based on the wrap-up meeting agreements.

Ready to Take Your Hotel's Upselling to the Next Level?

If you're looking to unlock the revenue potential of upselling and elevate the guest experience at your hotel, UpsellGuru offers a comprehensive solution. Contact UpsellGuru today to learn more about their training program and innovative upselling platform.

Invest in your team, invest in UpsellGuru, and invest in the future of your hotel's upselling success.