A hotel directory is one of the most effective sources that can provide a hotelier with high revenue generation. When it comes to upselling or cross-selling, you not only provide added value to your guests but also introduce added sources of revenue. When done through a digital guest directory, it becomes a very smooth, personalized, and efficient process that allows you to communicate and enhance your guests' experience. In this blog, we explore how to use upselling and cross-selling techniques to boost revenue and how a digital guest directory simplifies and optimizes these strategies.
Guest experiences have always been a cornerstone in shaping the hospitality industry while maximizing revenue. And today, the market is no different! Hotels are taking steps beyond traditional approaches to achieve both goals. Upselling and cross-selling have become essential tools for hoteliers in this endeavor. Using these strategies, as a hotel owner, you offer value-added guest services that cater to their needs and desires - a complete win!
Think of a guest changing to a better view of the room or making a booking for a spa session at a hotel with the click of a button. These are among the ways hotels can establish impressions and step up their additional sources of income. But let us be clear: upselling and cross-selling is not only about offering services at any time. They include presenting timely and relevant options to your guests.
Say hello to the digital guest directory! This makes the task a breeze and eliminates overlooking guest opportunities. You can seamlessly integrate upselling and cross-selling into your guest journey using this. And how? This blog explores just that and more! We discuss examples and strategies and how this can be your ultimate tool for revenue growth and guest experiences.
Hotel upselling is a concept whereby a guest is offered a different and better product or service than the one they had booked. It is about providing upgrades that make their experience even better while, at the same time, generating more sales for you.
Upselling goes beyond pushing services - it’s about creating meaningful moments. For example, proposing a room with a sea view or a theme of champagne and rose petals as gifts shapes great experiences. Your hotel guests would invest in upgrades only if they see real value.
Upselling works best when personalized. Business travelers and corporate guests may be more concerned about gaining early access to the rooms or meeting facilities. At the same time, families may be more inclined toward larger rooms and added amenities. Tailoring your offer provides a higher revenue and lets the guests know you care for them and their preferences.
You can upgrade guests from a basic room to an executive one or from an exterior plain-view room to an exterior city or sea view.
Offer various options at a slightly higher cost to accommodate the guest's travel plans.
Offer deals that combine breakfast, parking, or spa access with their stay.
You can suggest premium experiences such as a private cabana by the pool or access to an executive lounge.
Don’t miss out on festive or seasonal packages, like Christmas dinner or Valentine’s Day romantic setups.
For pet owners, offer upgrades like pet beds, treats, or pet-sitting services.
These techniques suit the guests’ needs because they provide diverse categories to attract clients with different demands and price expectations.
Digital guest directories facilitate upselling, which is smooth for both the hotel's guests and employees. Here’s how:
A digital directory simplifies purchases as guests can view and purchase upgrades directly on their devices.
Depending on customer choices or previous bookings, directories can present the most suitable promotions.
Special links, such as clickable upgrades or unique offers, help perform this action and make the guests attentive to choices.
Save on printed brochures or training staff to upsell. A hotel directory is even more efficient as every aspect is done using the platform.
Update offers instantly, ensuring promotions are always current and relevant.
Guests can browse and book upgrades anytime, not limited to staff working hours.
Cross-selling primarily involves suggesting products or services that enhance the guest experience. While upselling focuses on the improvement of the initial offering in the guests’ experience, cross-selling is to invite the guests to try additional offerings.
The essence of cross-selling is knowing what clients would benefit from as they spend time at the facility. For example, a guest who is coming in to spend the night wants to grab a meal at the hotel’s restaurant or purchase concert tickets. Cross-selling is helpful because it lets your guests get the most out of their visit while giving the hotel more ways to make sales.
Try encouraging guests to purchase using promotions. For e.g., to dine at your in-house restaurant, try offers like “Kids eat free on Tuesdays” or “10% off dinner for guests.”
Partner with other local businesses for promotions such as city tours, wine tours, and other types of adventurous tours like kayaking and ziplining.
Suggest spa treatments, yoga classes, or access to the fitness center.
Make souvenirs, local crafts, or branded hotel merchandise available for sale through your hotel directory.
You can also suggest airport transfers, bike rentals, or car hire to make travel more convenient.
Promote add-ons for weddings, business meetings, or other special events hosted at your property.
These cross-sell tactics serve benefits such as additional utility, fun, and comfort to your guests while increasing your revenue.
A digital guest directory takes cross-selling to the next level, providing a centralized and user-friendly platform for showcasing complementary offerings:
Guests can browse all services in one place, making it easy to explore and book.
Digital directories can suggest a service to the guest or offer a service based on a guest’s profile or preferences.
Promote seasonal or time-sensitive offers without needing to reprint brochures or train staff.
Clients can look for other services at their own liking, they will not feel forced or hurried.
Eliminate paper waste and align your hotel with sustainable practices by going digital.
Track which services perform best, helping you optimize cross-selling strategies over time.
With a digital directory, cross-selling becomes a seamless part of the guest's journey, enhancing their stay and your bottom line.
Upselling and cross-selling success entails formulating sensitive vital approaches that are motivating to the guest but not aggressive.
You can start by analyzing the booking data to establish the guests' wants by knowing if they are planning a honeymoon, a business trip, or a family vacation. Collect upgrade vouchers at the right time, during the time of reservation and check-in, or midway through guests’ stay. Offer new enhancements with better pictures, better-looking rooms, or services are always likely to command commitment from the guest.
You can also create urgency with FOMO (Fear of Missing Out) messaging, such as “Only two suites left!” to encourage quick decisions. Don't forget to reward loyal guests with discounts or bonuses to make them feel appreciated and increase repeat stays. Last but not least, consider the automation using your online guest directory so they can offer valuable information timely and avoid overloading employees.
Transforming the upselling and cross-selling techniques is not about trends—it becomes necessary in a world where guests expect easy and personalized services. By integrating these strategies into a digital guest directory, you can:
Offer tailored recommendations to each guest.
Automate the process, saving time for staff.
Provide guests with the freedom to explore and book services whenever suits them.
Keep your offers relevant and updated in real-time.
At Online Guest Directory, we provide hotels with the tools they need to digitize upselling and cross-selling efforts seamlessly. Our solution aims to improve the guest experience, drive revenues, and optimize processes. Advertising available rooms, services, and recreation facilities of the hotel, our digital guest directory is an effective tool for you to turn every guest touchpoint into a selling point. Contact us today to learn more!
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