How To Implement a Front Desk Upsell Program That Outperforms Your Prearrival Email Campaign
Despite what digital marketing and tech providers may say, I believe upselling can best be accomplished when warm, welcoming, front desk colleagues have authentic, human conversations. That’s not to say that pre-arrival emails that market upsell options in advance do not serve a role, because they do. For one, whatever upselling revenue they produce is […]
Front-desk Upselling Opportunities go Beyond Views
As revenue-per-available-room growth slows to a crawl in most markets, hoteliers are struggling to find ways to improve revenues, which makes it a great time to implement a comprehensive front-desk upselling training program that goes beyond room attributes, views and locations. Obviously, hotels offering a diversity of accommodation types (room, suite, executive floors), along with […]
Measuring and Incentivizing Front Desk and Reservations Upselling
Chances are that like most hoteliers this time of year you are busy formulating your financial game plan for 2018. If so, I’m pretty sure your owners or asset managers are looking for more revenue, as all owners seem to do every year. With occupancies performing well in most markets, unless you are planning to […]
Front Desk Upselling Opportunities Go Beyond Room Attributes, Views and Locations
As RevPAR growth slows to a crawl in most markets, hoteliers are struggling to find ways to improve revenues. It’s a great time to implement a comprehensive front desk upselling training program that goes beyond room attributes, views, and locations. Obviously, hotels offering a diversity of accommodation types (room, suite, executive floors), along with those […]
How To Train Your Front Desk Staff On Distribution Channel Conversion
When I attend lodging industry conferences it seems that hoteliers everywhere are talking about the growing costs of customer acquisition and how important it is to secure direct bookings. Yet when I conduct training workshops for front desk and reservations staff, it seems few are talking about this subject with those who are in the […]