Hotel upselling is a sales technique where the hotelier invites customers to purchase more services and products to maximize their sales. The technique involves upselling through upgrades, extras, and add-ons. In this blog, we will cover various ways to highlight your offerings to your customers through upselling techniques. Let us also unravel the ways technology can help unlock earning potential by elevating the guest experience.
What is hotel upselling? Hotel upselling is a strategy used by hotels to boost revenue and earnings. By offering room upgrades, cab service, and other add-ons, hotels can generate additional revenue and gain profitability. Additionally, hotel upselling techniques increase customer satisfaction as they enable them to operate on effective suggestions that are capable of enhancing their stay.
The upselling technique helps establish trustworthy relationships with existing as well as new customers. By utilizing hotel upselling strategies, hoteliers can capitalize on the opportunity to maximize their revenue potential. It can start right from the moment the booking is made to the front desk by encouraging guests to begin their stay with additional services to maximize their comfort, amongst other hotel upselling ideas.
Why is hotel upselling important?
Hotel upselling is important to increase the average spend per guest. With attractive packages and special offers, hotels can work towards increasing customer satisfaction. With upselling techniques, hotels can leverage personalized suggestions that align with guest preferences. Below are a few ways hotels should leverage upselling techniques:
It improves guest satisfaction It helps increase hotel growth and revenue The hotel receives quality feedback Improves customer loyalty and trust Hotel upselling also offers a competitive edge How do you master hotel upselling?
While upselling can seem like a complicated procedure at first, it can be extremely beneficial once you learn how to master it. Let us take a quick glance over the major factors to consider to guarantee conversions:
Use Personalized Approach
With the support of a digital concierge, hotels can manage guest relationships and receive personalized recommendations and itineraries. This allows guests to seamlessly find information and book services to enhance their overall stay. Quoality, a guest experience platform, helps customize
and automate guest messages based on their preference. Strategic Offers & Promotion
Based on the identification of their visit, hoteliers can customize strategic offers and promotions for guests. Guest will feel a sense of excitement before their arrival with pre-arrival offers and packages. It can be done by highlighting upgrade options, sending them a friendly message, and proposing special packages by using Quoality.
incorporating a feedback mechanism into your guest communication system, you can gather deep insights from the customers. This helps to customize better packages in the future and makes customers feel valued, fostering loyalty and trust with them. It also improves the overall rating of the hotel and encourages customers to purchase upsell plans. Rules To Remember When Building a Hotel Upsell Plan
To leverage upselling techniques, it is necessary to understand the basics to convert potential leads into customers. Below are the important rules to remember when creating your hotel upsell plan.
1. Know Your Audience
Understanding guest preferences and requirements will only take place once you know the pain points and interests of your customers. To initiate upselling among your guests, take the time to analyze their preferences, behavior, and demographics.
Quoality a guest journey automation and hotel upsell tool helps cater to personalized guest experiences by studying guest’s booking patterns to match the specific needs of your guests. 2. Offer Value
Once you have analyzed guest behavior, it is time to present upsell options that are relevant to their stay. For example, you can offer spa treatments to couples for special occasions such as a wedding anniversary or honeymoon. With such tailored and personalized packages, your guests are more likely to invest in the upsell offers.
3. Timing is Key
Upselling in the hotel industry is all about timing.
There are three different phases of the guest journey such as pre-arrival, during stay, and post-stay. While each phase serves as an opportunity to upsell, every service is supposed to be offered at different times for effective results. Quoality hotel upselling software helps you upsell at every stage of the guest journey. 4. Train Your Staff
Upselling in the hotel begins as the guest walks inside to check in at the front desk. By investing in training programs and skills-enhancing workshops, hotels can ensure that the front desk, reservation, and concierge teams are equipped with the necessary knowledge. With their newfound confidence, they can provide a seamless experience for the guests.
5. Leverage Technology
The state-of-the-art technology allows for streamlining the upselling process. With the latest guest experience software such as Quoality, hotels can customize and update their ancillary service offerings effortlessly with our user-friendly hotel upsell software.
Now that we are prepared to offer upselling techniques, let us look at some effective hotel upselling techniques that maximize profits.
12 hotel upselling techniques
Hotel Upselling techniques might vary from guest to guest; however, there are a few standard techniques that always work out. In order to drive your hotel’s profitability, you may implement the following strategies and hotel upselling techniques:
Email newsletters and messaging strategies are the key to success when it comes to upselling, especially at the front desk. With effective engagement, hotels can ensure that customer service is top-notch and guests enjoy their stay. Quoality, an ancillary upsell tool encourages pre-arrival upselling by acting as a digital concierge for enhanced guest service. It also ensures that upselling techniques are both personalized and streamlined.
By creating a sense of urgency among the guests, hotels can maximize their profits and growth. This effective upselling technique can be in the form of time-sensitive discounts, limited-time coupon codes, or additional features upon booking to upsell extra services.
Upgrade Options During Check-In
Check-in is the prime time to upsell to weary travelers and excited guests. Services such as spa, massage, and room upgrades are preferred by guests who are looking forward to enhancing their stay. The front desk staff can also offer attractive deals to guests to book larger suites with better views or amenities.
By implementing in-house loyalty programs to reward guests, hotels can offer exclusive benefits to customers. This further allows hotels to offer value to guests by providing upsell amenities at a discounted price. Guests can leverage room upgrades, early check-in, and access to dedicated concierge services with the help of loyalty programs.
While offering upselling services and products during the stay is a beneficial activity, it doesn’t end at check-out. By sending out personalized follow-up emails to guests, hotels can convert guests into loyal customers. With repeated guests, the hotels have a higher chance to upsell services and products.
Spa and Wellness Services
Well, who does not love a relaxing time with their loved ones? With their luxe services, hotels can attract customers to invest in upselling services. Such services add value to the guest’s stay and can be sold as packages for customers looking for a splurge.
As Barry Sternlicht of Starwood Hotels once said, “ Pay attention to the big themes because that's what will help you earn ten times your money.” Collaborations with Local Businesses
By leveraging local partnerships, hotels can offer a wide range of amenities to their guests. Hotels can also partner with local tour guides and restaurants to provide the best experience for guests. This not only maximizes profits but also enhances the overall guest journey.
By building community experience and engagement, hotels can successfully upsell various services and products. By collaborating with local organizations, hoteliers can create unique experiences for their guests and earn their trust and loyalty.
Upselling Through Guest Feedback
Hotels can offer additional services to guests based on customer feedback. With new-age software such as Quoality, hotels can manage reviews and feedback on a single dashboard. The feedback can also help hotels navigate through the interests and pain points of the majority of guests.
Social Media Proof
As social media can increase brand awareness, it can also help with upselling. By creating relevant content for special offers and personalized packages, hotels can attract customers to book additional services to enhance their stay. This can be done through attractive posts and highlighted descriptions.
Technology Integration Hotel upselling software or guest experience platforms are designed to drive maximum revenue through dynamic activities. The specialized software can help automate upselling techniques and boost the hotel’s overall growth and earning potential. Educate the Guests
Among all upselling examples in hotels, the common factor is educating the guests. By explaining the values and benefits of upsell opportunities for guests, hotels can make the most of their resources.
How to Choose Hotel Upselling Software
There are a few factors to consider when considering investing in hotel upselling software. Let us check out the major factors as mentioned below:
Upselling in a hotel is all about performing well in a dynamic environment. A hotel upsell tool should stand out for its ability to simplify the process of upselling through automated reminders. The multi-functional tool should enable automated communication with the guests. With Quoality, hoteliers can also get tailored suggestions, local tips, exclusive offers, and a lot more in one common place to generate higher revenue.
Availability of multiple communication channels
A hotel upsell software must offer multiple guest communication channels to contact guests at different phases of their journey. For instance, Quality sends guests personalized recommendations via email, WhatsApp, and SMS. The user-friendly digital concierge assists guests throughout their journey to make smart upsell decisions.
While the upselling system for hotels should be dynamic and multi-functional, it should also be easy to use. Both guests and hotel staff must be able to navigate through the platform to track the guest's journey. The guests should also be able to access the user-friendly digital interface from across the globe.
Reporting and Analytics Hotel analytics enable the staff to quickly understand and optimize the hotel’s performance. With this feature, hotels can get access to guest insights, engagement rates, revenue, and performance. It is suggested that you look for valuable segmentation and real-time insights to drive your decision-making process. Conclusion
Upselling has proven to be a successful technique to maximize the growth and revenue of hotels. In this blog, we have discussed the importance of upselling in hotels, how to do upselling in hotels, and examples of upselling in the hospitality industry. By implementing these techniques and strategies, hotels can showcase additional amenities and gain customer trust and loyalty. With hotel upselling tools, hotels can increase their conversion rates and offer relevant and valuable upgrades to guests as per their preferences.
Quoality, a guest experience platform, can help maximize your resources and achieve tangible business outcomes. The hotel business intelligence software acts as a digital concierge that allows hoteliers to make informed decisions and maximize their hotel’s potential. Book a demo today.