The era of “self-upselling” is pretty much over. Most guests now ignore pre-arrival messaging, feeling spammed by upsell offers from every hotel in their itinerary, plus their airlines, rental car company, and OTAs trying to upsell add-on “experiences.”

Smart revenue leaders recognize the huge opportunity to generate incremental revenue, while at the same time helping guests get the most out of their hotel experiences.

Upselling can best be accomplished at two key stops in the “cycle of service.” First, when guests initially call to book, or if they booked online, when they call to reconfirm, or if they have a question. Secondly, when welcoming front desk colleagues have authentic, human conversations upon arrival, when they may feel spontaneous and indulgent after a long day of stressful travel, and an opportunity to treat themselves requires only a small incremental “gap amount.”

Your team will learn:

• How upselling strategies and tactics are very different for the front desk vs. voice reservations.
• Reassuring them the room they already “bought” is still a great option (and if applicable, that loyalty membership has already been considered with the preassigned room).
• Opening the door to a conversation by asking if they are aware of, or interested in, available upgraded options.
• Presenting availability as a special, timely opportunity.
• Using “Rate Framing” to create value.
• Using an incremental quoting approach.
• Conveying the value received with the upgrade, including specifics of the actual room location or view.
• Using recommendations and/or endorsements.

Target audience: Front desk staff, reservations sales agents, supervisors and QA staff. Also a thought-provoking experience for managers, revenue and commercial marketing leaders.