Forced modifiers are just one way upselling in hotels can be maximized
During a busy time of the year, like the start of the holiday season which we are quickly approaching, hotels are continually looking for strategies to drive non-room revenue. One key way to do this is by deploying a guest experience platform that will allow guests to “add-on” to their stay via digital in-room dining, gift shop purchases on a smart-room tablet and upgrades at check-in through a mobile device.
But, before we dive into some of these tips, let’s first clarify what is upselling in hotels and what does it look like? Upselling in hotels is a sales technique where your staff use technology like a guest experience platform to encourage guests to purchase additional products, upgrades or services beyond their initial reservation or room booking. Upselling in hotels drives non-room revenue, while oftentimes also enhances the guest’s experience and comfort during their stay. Here are three easy ways to improve your hotel upselling strategy using technology:
Use Forced Modifiers with In-Room Dining
When it comes to in-room dining one key hotel upselling technique is utilizing forced modifiers to provide guests with more extensive options. For instance, if a hotel uses a guest experience platform to power their digital dining, whether that’s on a branded mobile app or smart-room tablet, it’s easy for the platform to automatically suggest add-ons to the guest’s meal. Notice a guest is ordering the steak? The platform can automatically offer the guest a class of Cabernet Sauvignon to accompany their meal. See that they’re ordering a side of fries? Suggest upgrading to the sweet potato fries for an extra $3.
When using a guest experience platform to power your digital dining, hotel staff can create an upselling strategy by segmenting their menu, matching and pairing select forced modifiers that complement the guest’s primary meal, and use enticing descriptions and images to close the deal.
Offer Upgrades During Check-In
Aside from in-room dining, upselling in hotels can easily be integrated into the check-in process — especially when a guest checks in via a hotel branded mobile app. Personalized upsell options can include room upgrades, promoting special offers on amenities, and tailored add-on services. Additionally, incorporating personalized messages based on the guest’s profile and preferences can make the upsell suggestions more relevant and appealing. Notice a guest booked using a conference code? Automatically offer them 20% off any spa service during check-in.
Train Staff Regularly
Staff training is critical to the success of upselling in hotels. Using a staff operations hub, hotels can track a guest’s onsite habits. Then, your hotel’s waitstaff can refer to the guests’ past meals to suggest a bottle of their favorite wine, for example. This will make the guest feel special and like they are receiving personalized service, while increasing revenue. By training staff to harness the technology they have at their fingertips, they can tailor their upsell recommendations, making them more relevant and persuasive. This data-driven approach ensures that guests receive offers that match their needs and preferences, ultimately leading to increased non-room revenue and improved guest satisfaction.
Interested in learning more hotel upselling techniques? Curious how technology can help drive non-room revenue at your property? Request a demo today.
