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Hotel Revenue Management

With a larger number of hotel bookings made online, direct bookings have become critical to increasing a hotel’s revenues. Consequently, hotel management has started to become innovative in the methods to promote direct bookings and improve the overall customer experience. Upselling and cross-selling are two ways by which both the hotel and guests can benefit.

Using the latest booking engine software can also help to improve customer experience, which in combination with revenue management software can help hotels to increase profitability and better cross and upsell.

Some of the ways to implement cross and up-selling are:

Bespoke service:

The fact is every one of us likes that extra bit of attention to make us feel special and valued. Capitalise on this human feeling by offering them bespoke services and specially personalised upgrades. If a business traveller, you could offer them the use of the fitness centre free. If a family with kids offer them those services which a family needs or perhaps even an upgrade to a bigger room. These are just some of the ways to make the guest feel welcomed and extra special. Ensure that regular guests’ preferences are noted and catered to, the next time they check in at the hotel. When guests are happy the profit margin will see a rise.

Offering accommodation upgrades:

The simplest way to improve guest satisfaction and customer experience is a room upgrade. However, it shouldn’t be on offer before a guest has booked. Only after the booking is over should they get an offer the option to upgrade. This is because if there are multiple options given to the guest before they book, it might leave them in a dilemma what and whether to book at all. Any attempt to upsell is only effective after a booking takes place. Mention the benefits at the time of the offer to make them aware as to the manner in which the upgrade will be of benefit.

Food and drink:

Food and drinks are one area where the hotel can benefit from cross-selling. When planning to cross-sell these the guests must have an experience of the food and drinks on offer to ensure they are satisfied and for the hotel to rake in the benefits. There could the option of choosing between multiple menus to decide which they would prefer to upgrade to. They could skim through the many options before deciding which they would prefer to choose.

Additional Services:

Those booking online are most often interested in package deals. That is where OTAs are highly effective in catering to the needs of travellers. Those hotels that have a variety of additional services like restaurants, spas and any other service can make the most of cross-selling in this scenario. In addition, affiliate partners can be of use to improve cross and up-selling. The bottom line is not about selling any product but rather enhancing customer experience.

These are just a select few ways hotel businesses can increase their overall profitability by implementation of effective cross-selling and up-selling.


OTAs today function as the prime sellers and promoters of your hotel business. They have the right resource, technology and technique to reach a potential customer anywhere in the world. They have helped hotels advertise better and get more bookings.
Though the relationship between hotels and OTAs has definitely proven to be beneficial, it is still half the work done. OTAs do help in getting the booking, but it’s your services that make customers come back. Once the booking engine software is made, it is then the responsibility of your hotel to provide optimum service to your customer. This service is what makes them your loyal customer. Your bond with OTA becomes a hit if the customer enjoys the kind of service they hoped for or if they get something even better.

Booking Engine Software
The real value to your business is added, once customer arrives at your hotel. Here are some pointers, as to how you can make your customer’s stay ideal as well as win their heart and loyalty:

Practice equality: Instruct your staff to treat all customers equally irrespective of the channel they have booked through. Give a VIP treatment to all. Make them feel welcomed and served like an extra-ordinary guest. Go out of your way to help them. Great service is remembered by all and will make them come back to you again as well as promote your brand through word of mouth.
  • Think out-of-the-box: Provide as much assistance as you can to every customer. Travellers today love to explore. Suggest them local attractions to help them see and know the city better. For instance, you can plan an evening of games to keep your guests entertained during the after hours. This helps them relax if they are on a work trip or makes them enjoy their holiday to the fullest.

  • Promote direct booking: Introduce your guests to offers and attractions they can avail if they book directly with you. Hand out your services and USPs. Advertise the benefits of booking direct while they are at the property. This is your golden chance to impress them and boost direct bookings.

  • Connect with them: Request them to fill surveys to improve or complement your services. Get reviews, make them leave behind their email address or numbers for you to share your best and exclusive offers only with them.
In the hotel industry, personalised services still help your business grow.

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