During Check-in:
For most of your reservation, this will be your first face-to-face interaction with your guests
which can create a more personal upsell situation.
Training and education can help staff members understand the value of products, services or solutions offered to guests. Frequently tour your rooms with your staff, so they are familiar with them. Enforce the front of the house team to always ask whether customers are interested in room upgrades or additional services or goods. One way to motivate the staff is by creating a friendly competition between the agents and/or by giving financial incentives. For walk-ins, train your staff to sell higher room categories instead of just offering the lowest priced accommodation by describing the room and amenities instead of just naming the room type (this also applies to hotel reservations agents).
During the Stay:
Once your guests are already (hopefully) enjoying their stay, they will be typically more
open to opportunities to enhance it.
Interact with your guests. Promote your facilities and services through interactions with hotel staff, in-room booklets, signs in the hotel lobby or elevators, on social media, etc. Make sure the guest knows everything you have to offer without them having to ask or look for it. Try to sell these extra services already in the booking and post-stay stages. Every extra service can mean extra revenue and higher guest satisfaction.
During check-out and post-stay:
Upselling and cross-selling do not end with the guest stay—there are still plenty of opportunities during check-out and after their departure.
Don’t let them forget you. During the check-out process, make sure to find out; 1) If you can offer them transportation to the airport; 2) If they are heading somewhere you may have a sister/chain property; and 3) Are they returning to your location any time soon? Invite them back with discounted stays or amenities for the next visit. Ask them to join your loyalty program or to join your mailing list. There are many ways to strengthen the guest relationship and to keep upselling to them in the future. Upselling has a place throughout the guest cycle. If done right, upsetting is good for your guests and good for your property’s bottom line.
