Using Retail Psychology in Hospitality to Increase Revenue and Delight Your Guests

How Hoteliers Can Leverage Technology to Drive Incremental Revenue 

If you’re reading this, chances are you have a calendar of upcoming events and happenings that you’re juggling. This means your staff needs easy ways to send offers and promotions directly to guests. According to a new survey published by Kelton Research and SheerID, 84% of Americans say exclusive offers make them more likely to shop, which is good news if you can deliver relevant messages to your hotel and casino guests.

This positive research indicates guests react in real-time. The same survey shows that consumers who will use an exclusive invitation will use it quickly. 41% said it would likely make them seek out something to buy, just to use the offer. Utilizing push and SMS messaging to guests with these promotions becomes a powerful way to increase revenue, whether they’re tailored to individuals or groups.

Below are some great ways you can delight guests with special offers that drive revenue.

In-Room Dining

If your property has a high-volume IRD business, you need to seamlessly connect and track the full dining loop-from order placed, to order delivered-and everything in between. Guests need to access menus where they can immediately place (or schedule) their orders. Those orders need to route directly to the kitchen. You should know precisely how long the transaction took, and the bill should land automatically on your guest folio.

Humans are visual creatures, so feature high-quality photos of your menu items; this will increase engagement and check-size (in some cases, up to 30%). Automated up-selling also guarantees your guests get a consistent experience, and you don’t miss opportunities (think: would you like some fries with that shake). You cannot replace human interaction, but let your staff focus on what matters – timely and friendly delivery.

how to use retail psychology in hospitality to drive revenue

The best approach to manage in-room dining this way is by implementing in-room tablets in your guest rooms. In addition to dining menus, tablets ensure your guests have up-to-the-minute information about hotel amenities and offerings. Guests can quickly request hotel services, communicate directly with staff, or book a spa appointment from the comfort of their room.


Do you have beautiful artwork throughout your hotel for purchase? Or, perhaps guests can take home some of the amenities they enjoyed during their stay, like spa and hair care products, or a luxurious robe and slippers set. Without technology, it can be difficult to highlight these offerings, but with the use of in-room tablets or a custom mobile app, guests can easily browse items and make selections. Integrated technology allows those exclusive offers guests love to occur seamlessly. For example, guests who dine in a certain restaurant filled with art may receive an invitation to purchase their own piece. Guests who visit the spa receive an opportunity to purchase spa products at a discount. Adding the purchase to a guests’ folio means shopping occurs with one-click. And instead of waiting a few days for delivery, a beautifully presented package can be brought in person by staff, creating an exceptional guest experience.

Reviews and Loyalty 

Although providing personalized opportunities and an exceptional guest stay is paramount, generating reviews and brand loyalty should be the result. Once a guest leaves your property, it can be difficult to reach them for comments. And yet, consumers are counting on those reviews more often than not when choosing their next hotel.

Make it easy for happy guests to leave happy reviews, as soon as possible. Guests can receive a simple prompt through a hotel app, which continues to engage them and grow loyalty, and allows you to capture valuable information about their experience. The right technology empowers you to engage with guests throughout their stay so if something goes wrong, you’re able to listen and resolve the concerns, rather than wait for a nasty review to go viral. All of those actions increase the guest experience and, ultimately, loyalty.

Using retail psychology and technology in tandem to send out exclusive offers and promotions creates new opportunities for you to simultaneously drive incremental revenue and delight your guests. Find out how the INTELITY platform can help you achieve these goals by scheduling a demo today!

Download the One-Sheet

For additional information about our Mobile & In-Room Dining features, download the PDF one-sheet after filling out this short form.

Download the One-Sheet

For additional information about our Mobile Check-In solution, download the PDF one-sheet after filling out this short form.