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:
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.
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.
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