Up-selling & Cross-selling
The pressure on hotels can sometimes be immense, from offering the best price in an extremely competitive market to ensuring that you are providing a unique and memorable guest experience. Sometimes, though, despite all our best intentions, many clients never actually find out about everything you offer. Our beloved guest directory in the rooms is more times than not never opened or the flyer we leave on reception doesn’t get seen. There are so many points of contact that a client has with your staff that sometimes that gentle hint or suggestion by a receptionist or waiter can open the door to a potential increase in sales of the many different services you offer.
Upselling and Cross Selling are not new techniques; they have been around for years. However, Hotels have been slow to adopt methods that a)have been used by airlines ever since the launch of low cost and b)can make the difference to your profit margins.
So how are hotels increasing TREVPAR (Total Revenue per available room) from introducing to their staff Upselling and Cross Selling techniques and initiatives?
Hotelient specialises in training your staff on how to interact with your guests to drive revenue. We review your current internal marketing structure and how you communicate with your guests. We also put together an incentive bonus plan for all guest-facing staff. After the initial training sessions, there is a continual assessment to ensure best practices have adhered too.
Upsell and Cross-sell opportunities include:-
- Upgrade of rooms
- Dinner reservations
- Late Checkout
- Golf Lessons
Services such as parking, breakfast in your room, theatre tickets and romantic packages can also be suggested. Anything that can be done to make the guest experience more memorable.
Hotelient specialises in training your staff on how to interact with your guests to drive revenue. We review your current internal marketing structure and how you communicate with your guests.