How Attractive Are Your Hotel Upsell Opportunities

Selling doesn’t just end at the booking of a room in hospitality, the powerful tool of upselling is the strategy that increases your revenue and enhances guest experience at the same time. By offering those enticing room service options and personalised upsell opportunities, hotels can significantly boost their bottom line. At Centro, we work with hotels to implement technology that helps maximise these upsell opportunities and ensure no chance for revenue goes unseized.

The Power of Tempting Room Service Offers

Imagine your guest kicking off their shoes, climbing onto the bed after a potentially long day of travelling or meetings that have left them drained and feeling unmotivated to move.

Now imagine they’ve seen a message on their in-room tablet: “Dial *7 for a succulent rack of spring lamb cooked over our flame grill and delivered right to your room.” Well, it’s been a hard day and that kind of mouth-watering offer is hard to resist, so they dial *7 and get a bit of special treatment at the end of the day when they may have needed it most. Two things have just transpired; your revenue has increased, and your guest has associated your business with relaxation, peace, and a hassle-free environment to de-stress in.

Alternatively, offering to “call reception to find out about our seasonal specials” can create a sense of exclusivity and curiosity, encouraging guests to explore more of what the hotel has to offer, trusting that you’re able to provide the service and experience they’re seeking.

Making Money Out of OTA Guests and Converting Them to Brand-Loyal Clients

The rise of Online Travel Agency (OTA) bookings has posed myriad challenges for hotel managers, as these platforms often take a significant cut of the revenue as well as overbooking hotels leaving team members in the unfortunate situation of having to turn potential guests away due to not actually having any rooms for them. Despite this, however, OTA guests represent a valuable opportunity for upselling and loyalty conversion.

Convenience Factor

Many guests choose OTAs for the convenience they offer. However, once they are at the hotel, they are open to purchasing additional services and amenities, provided these are convenient and appealing. This is where in-room technology and strategic marketing comes into play,

Redirecting Perceived Savings

Good upselling is all about perception. Guests who book through OTAs often perceive they are getting a good deal. Hotels have an opportunity here to capitalise on this by offering attractive packages that seem like a natural extension of their savings. For example, “Enjoy a relaxing spa day with the money you’ve saved on your booking.” Such offers like this can be promoted through in-room tablets, mobile apps, or even personalised welcome messages.

Using In-Room Technology for Loyalty and Upselling

In-room technology is a game changer for upselling and loyalty programs. Here’s how:

- Convenient Access to Offers: Use in-room tablets or smart TVs to display current promotions, special dining offers, or exclusive spa packages. Ensure these offers are easy to access and book directly from the device.

- Personalised Recommendations: Leverage guest data to provide personalised recommendations. If a guest frequently books spa treatments, offer them a discounted package for their stay.

- Loyalty Program Enrollment: Provide OTA guests with incentives to join your loyalty program. For instance, offer a discount on their next meal or spa service if they sign up during their stay. Highlight the benefits of booking directly, such as exclusive deals and upgrades.

OTA guests can be strategically funnelled into these upsell opportunities and then converted into brand-loyal clients. This is all in aid of increasing revenue streams and building lasting relationships with guests that go beyond selling opportunities.

Centro’s specialism is in creating tailored solutions that help hotels achieve these goals, so that the technology imbued within each step of the guests’ stay is also a chance for growth and engagement.

Embracing Convenience in Hotel Stays

Hotel stays should be synonymous with relaxation and convenience. Guests are looking for a seamless, stress-free experience where their needs are met effortlessly. By offering convenient services and leveraging technology, hotels can enhance guest satisfaction and boost their bottom line.

How do you capitalise on convenience?

Streamlined Room Service

Offering a variety of appealing room service options that can be ordered effortlessly via in-room tablets or mobile apps can significantly increase room service revenue. Highlighting premium options, like a "succulent rack of spring lamb cooked over our flame grill and delivered right to your room," can entice guests to indulge.

In-Room Technology

Implementing advanced in-room technology can provide guests with easy access to hotel services, local attractions, and personalised recommendations. Smart TVs, tablets, and mobile apps can be used to promote special offers, spa services, and dining options.

On-Demand Services

Providing on-demand services, such as laundry, housekeeping, and concierge services, ensures that guests can enjoy their stay without worrying about mundane tasks. Offering these services at the touch of a button enhances the overall guest experience.

Seamless Check-In and Check-Out

Streamlining the check-in and check-out process with digital solutions can save guests valuable time. Mobile check-in, digital room keys, and automated billing allow guests to bypass long lines and start their vacation immediately.

Exclusive Packages and Promotions

Creating exclusive packages that bundle convenience-focused services can attract time-poor travellers. For instance, offering a "Relaxation Package" that includes room service credits, spa treatments, and late check-out can provide added value and convenience.

What Up-Sell Transactions Are You Missing Out On in Your Hotel Venue?

The hospitality industry is incredibly competitive, and maximising revenue through upselling opportunities is crucial. Many hotels miss out on significant income through simply not having the technology to capitalise on these interactions that increase growth and sales conversions as well as loyalty.

Ask yourself, is your hotel able to seamlessly and hasslefree provide these upsell transactions?

Stay Extensions

Encouraging guests to extend their stay is a win-win. Promote stay extensions with special rates or packages through in-room technology or during interactions with the front desk. Highlight the benefits of an extended stay, such as additional relaxation time or special events happening in the area.

Early Check-In and Late Check-Out

Offering early check-in and late check-out options caters to guests' desire for convenience. These services can be promoted during the booking process or via in-room technology, allowing guests to customise their stay to better fit their travel schedules.

Room Service

Room service is a prime area for up-selling. Enhance your menu with gourmet options and daily specials that entice guests to order more. Promote these offerings through in-room tablets, mobile apps, and enticing descriptions that highlight the quality and convenience of your service.

Facility Provision

Extra amenities, such as additional beds or laundry services, can significantly enhance guest comfort. Ensure these options are easily accessible and promoted during the booking process, at check-in, and via in-room technology.

Private Space Booking

Many guests value privacy and exclusivity. Offer private space bookings for meetings, celebrations, or quiet retreats. Highlight the availability of these spaces and their unique benefits to encourage bookings.

Sports Facilities

For active guests, access to sports facilities can be a major selling point. Promote your gym, tennis courts, or golf courses as part of a healthy and enjoyable stay. Offer packages that include lessons or equipment rentals to enhance the appeal.

Spa and Sauna

Spa and wellness services are highly attractive to guests looking to relax and rejuvenate. Offer packages that include massages, facials, and sauna sessions. Promote these services through in-room technology, at check-in, and via email campaigns.

Smart Technology: Elevating Guest Experience in Hotels

Now that most of the population has integrated digital and smart technology into their lives, they may find that traditional methods of communication, such as answering phone calls, are increasingly seen as inefficient and cumbersome. Centro helps the hospitality industry evolve to meet this growing need for the integration of smart technology to meet this expectation.

The Inefficiency of Phone Calls

Answering phone calls is often perceived as inefficient for several reasons, not mentioning how the younger generations are more averse to using a phone these days.

- Completion Perception: Guests feel a sense of completion and control when they send a message or request through digital channels, even if it hasn't yet been responded to. In contrast, phone calls can feel incomplete and vague, leaving guests uncertain if their needs will be met.

- Traceability: Digital messages and requests are easily traceable, allowing guests to follow up and keep records of their interactions. Phone calls lack this traceability, leading to potential misunderstandings and inefficiencies.

- Voice Memos: Even voice memos left through a messaging system are seen as more efficient and reliable compared to real-time phone conversations. They provide a clear, recorded request that can be addressed at the recipient's convenience.

Why Guests Are Attracted to Smart Technology in Hotels

This evolution is necessarily happening because of the evolution in technology, but also in part to how guests are using technology in their personal lives and therefore are setting a precedent for what their hotel experience should include, and smart technology is chief among them. Smart technology facilitates the growing set of expectations they have, such as:

24/7 Access to Services

Smart technology provides guests with round-the-clock access to hotel services. This level of convenience is highly attractive, allowing guests to request services, make reservations, and access information at any time, without waiting for staff availability.

Minimal Personal Interaction

For newer generations, minimal personal interaction through technology is a preferred feature. Digital interfaces like in-room tablets, mobile apps, and chatbots allow guests to manage their stay without needing to engage in face-to-face or phone interactions. This appeals particularly to those who value privacy and efficiency.

Seamless Integration with Personal Devices

Smart technology enables direct connection with guests' personal streaming services and devices. Offering seamless integration with platforms like Netflix, Spotify, and other entertainment services enhances the in-room experience, making guests feel more at home and in control of their environment.

In Conclusion

Overall, by integrating smart technology, opportunities for upselling are increased dramatically and at no extra cost to the efforts of team members and guests alike, they are simply enveloped with the expectations demanded of a stay in a modern hotel. Embracing the technology allows for a superior, efficient and personalised guest experience which meets and exceeds the expectations of today’s tech-savvy travellers, driving satisfaction and loyalty.