Your hotel is running smoothly, but couldn’t it be even better? More profitable, with even more satisfied guests, and less strain on your team? Many hoteliers face the dilemma of how to get more out of their existing operations without breaking the budget or increasing the workload. The solution is often simpler than you think: effective upselling. Especially with automated integration, like the straiv solution offers, upselling can help address four central problems in your daily hotel operations.
1. Limited Revenue Per Guest
The Problem: Your hotel has good occupancy, but revenue per guest often stagnates at the level of the room booking alone. Many additional services, such as the extensive breakfast buffet, early check-in, or late check-out, are not fully utilized or booked by guests. This leads to significant untapped revenue potential and an average daily rate (ADR) that’s lower than it could be. It’s about not just selling the room, but maximizing the entire value of the stay.
The Upselling Solution: Through targeted offers during online check-in, hotels can present guests with additional services and upgrades that enrich their stay. The ability to conveniently book these options before arrival significantly increases the willingness to purchase. Think of an upgrade to an Executive Suite, exclusive access to the fitness area, or booking a late check-out to make departure day less stressful. All these offers directly and measurably increase revenue per guest.
2. Underutilization of Hotel Amenities
The Problem: You’ve invested in high-quality facilities like a modern spa, an excellent restaurant, or flexible meeting rooms. However, these offerings are not always optimally utilized. Pool loungers remain empty, dinner in the restaurant is only half-booked, or wellness suites are rarely frequented during the week. This leads to lost revenue and inefficient use of existing resources that incur high fixed costs. The right communication and timing are often missing to make guests aware of these potentials.
The Upselling Solution: Upselling creates a platform to proactively promote these underutilized offers. For example, if guests are made aware of a discount on a gourmet dinner at the hotel restaurant during online check-in, the likelihood of them utilizing these offers increases. The option of a private airport transfer or a cozy breakfast in the room for an extra charge can also fill unused capacities more efficiently.
3. Overburdened Front Desk Staff
The Problem: The front desk is the heart of your hotel, but often also a bottleneck. Long queues during check-in and check-out are not only annoying for guests but also overload your staff. Every question about an upgrade, the booking of an additional service, or the clarification of a special request ties up valuable working time that should actually be used for more personalized service. This leads to stress among employees and can reduce the quality of service.
The Upselling Solution: An automated upselling solution like straiv’s significantly relieves the staff. Since guests can conveniently book their upgrades and additional services online in advance, the manual effort at the front desk is reduced. Your team can concentrate on what matters most: excellent, personal service, welcoming guests, and resolving more complex issues. This leads to a smooth process, shorter waiting times, and thus more satisfied guests and motivated employees.
4. Missed Opportunities for Guest Loyalty
The Problem: If guests are not actively informed about all available amenities, services, and experiences, they may miss opportunities to make their stay optimal. They might only learn about discounted tickets for a local attraction or a picnic basket for a romantic time for two, which they would have gladly used, upon departure. This lack of transparency can lead to lower satisfaction, as guests might feel they missed out. This diminishes the likelihood of positive reviews and repeat bookings.
The Upselling Solution: By presenting all options early and comprehensively – often even before arrival or directly during online check-in – upselling ensures that guests don’t miss any potential improvements to their stay. When guests feel that the hotel is proactively working to make their stay as pleasant and fulfilling as possible, their satisfaction increases. The opportunity to reserve a table at the popular hotel restaurant or order a bottle of sparkling wine upon arrival not only increases revenue but also the guest’s appreciation for the service. This strengthens the emotional connection to the hotel and makes them more likely to become regular guests and leave positive reviews.
Conclusion
In summary, upselling is far more than just a revenue-generating strategy. It’s a powerful tool to increase efficiency, personalize the guest experience, and foster loyalty. Hotels that seize this opportunity not only position themselves stronger economically but also create unforgettable experiences for their guests.
