Analyzing hotel data is a significant way to offer guests customized, revenue-driving recommendations
If you aren’t tracking guest behaviors and using this hotel data to provide your guests with personalized, revenue-driving recommendations, you’re missing out on a major upsell opportunity. There are many benefits of data collection at hotels, but the No. 1 benefit might be the ability to personalize the guest experience while driving non-room revenue.
Whether it’s recommending a specific bottle of wine at your on-site restaurant or upselling a service at your spa, using guests’ data to personalize the guest journey while increasing revenue is essential to your business. The following are a few ways this can be achieved.
Review Individual Guest Data for Upselling Opportunities
Using a staff operations platform, hotels can receive comprehensive data on everything from service request frequency to the average dining check size, providing them with valuable insight into who’s staying at their hotel and what their guests’ digital activities are during their stay.
Notice a guest has ordered a glass of Sauvignon Blanc the last two nights with their in-room dining order? The on-site restaurant now has the opportunity to recommend their best bottle when they dine in the restaurant the following night. This interaction makes the guest feel noticed, while also increasing non-room revenue.
See that a guest is staying at your property for a work function? Allow them to destress by offering them 10% off your most popular massage at your on-site spa. Chances are they’ll stay for a facial, too.
Review Hotel Data for Upselling Opportunities
One of the many benefits of data collection at a hotel is being able to see bigger picture revenue trends and adapting your processes to meet these trends. For instance, a staff operations platform can track digital revenue streams to tell when guests are spending money and where. Notice an uptick in sales of beer around 5 p.m. in the hotel bar? Consider starting a happy hour menu with half-priced snacks to go along with those beers. See an influx of customers purchasing your hotel-branded yoga mat at the gift shop? If it’s popular with most guests, make sure you market it to all guests by creating materials to promote this specific item in your elevator, lobby bar or on your smart-room tablet.
Predict Guests Needs & Improve the Guest Journey
Every hotelier’s goal is to anticipate their customer’s needs before they have to voice them. One of the benefits of data collection is its ability to help hoteliers predict those needs. If a guest is requesting additional towels or pillows each night, a staff operations platform with a guest preference portfolio provides staff with a place to track this information to inform housekeeping of this preference. Housekeeping can now continue to provide the guest with their additional requested items without the guest needing to call down and place the request themselves. This improves the guest experience, while helping secure a lifelong customer in the process.
Interested in learning how a staff operations platform can provide hospitality data analytics that drive revenue and create life-long customers? Request a demo today.