Hotel Upselling: Identifying Upsell Opportunities
Hotel Upselling: Know Your Hotel and Products
January 3, 2023
Hotel Upselling: Develop An Upsell Strategy
January 5, 2023
Identifying upsell opportunities is an important skill for front desk staff in the hospitality industry. Upselling refers to the practice of offering guests an upgrade to a higher-priced room, add-on products or services, or other premium amenities that enhance their experience. By identifying upsell opportunities, hotels can increase revenue while providing guests with a more personalized and enjoyable stay.
Here are some tips for identifying upsell opportunities:
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Ask guests about their needs and preferences: During check-in or during their stay, ask guests about their reasons for traveling and what they hope to get out of their stay. This information can help you identify upsell opportunities that are tailored to their needs, such as offering a spa treatment to a guest who is seeking relaxation or upgrading a room to a suite for a family traveling together.
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Be knowledgeable about the hotel’s offerings: Familiarize yourself with all the hotel’s products and services so you can suggest upsell options that are relevant to the guest’s interests. For example, if a guest mentions they’re interested in local activities, you can suggest a package that includes a tour of the city or recommend a popular restaurant.
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Observe guest behavior: Watch for cues that a guest may be interested in additional amenities or services. For example, if a guest asks about the pool, you can suggest renting a cabana or reserving a private hot tub for a more exclusive experience.
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Offer incentives for upsells: Create promotions or special offers that incentivize guests to upgrade their experience. For example, offer a free breakfast or discounted room rate for guests who upgrade to a higher-priced room.
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Use technology to aid upselling efforts: Consider implementing a customer relationship management (CRM) system that tracks guest preferences and previous purchases, allowing staff to make targeted upsell suggestions that cater to their needs.
In conclusion, identifying upsell opportunities requires a combination of active listening, product knowledge, and attentiveness to guest behavior. By providing personalized upsell suggestions, hotels can enhance the guest experience while increasing revenue. With the right approach and tools, front desk staff can effectively identify and capitalize on upsell opportunities to the benefit of both guests and the hotel.
