The hospitality industry thrives on creating memorable experiences for guests. But how can you take their stay from good to truly exceptional, while boosting your bottom line? The answer lies in the art of upselling and cross-selling, done ethically and with the guest’s needs at heart.
What we’re going to analyze:
1.What is Upselling in Hospitality?
2.What is Cross-selling in Hospitality
3.Mastering the Art of Upselling
4.Upselling Ideas for Your Hospitality Business
What is Upselling in Hospitality?
Done right, upselling offers a win-win scenario:
For Guests: Personalized upgrades can elevate their stay, offering access to premium amenities, unique experiences, or simply added convenience. Imagine surprising a family with local recommendations about a bike ride in the city or a beautiful children playground, or offering a stressed business traveler a spa treatment.
For Businesses: Upselling increases revenue while fostering guest loyalty. Happy guests who feel valued are more likely to return and recommend your establishment.
61% of customers would be up for spending more on something that might enhance their experience!
What is Cross-selling in Hospitality?
Cross-selling, as opposed to upselling which focuses on upgrading the original product or service, focuses on selling additional services. For example, a hotel or property can cross-sell by offering its guests airport transfers, car rental or guided sightseeing tours of the city.
The purpose of cross-selling is to increase revenue and improve the guest experience. To be successful, cross-selling relies on understanding the needs and desires of your guests, presenting services in a discreet and honest manner, and providing excellent service.
Mastering the Art of Upselling and Cross-selling:
Remember: Upselling & Cross-selling aren’t about pressure tactics. It’s about offering relevant value and exceeding guest expectations.
Here are some key principles:
Know Your Guests: Understand their needs, preferences, and budget. Don’t offer a luxurious spa treatment to someone traveling on a tight budget.
Highlight the Value: Focus on the benefits and positive impact of the upgrade. How will it make their stay more enjoyable, convenient, or memorable?
Offer Choices: Present a range of options at different price points to cater to diverse budgets and preferences.
Personalize Your Approach: Be genuine, enthusiastic, and tailor your offer to each guest’s needs. Go beyond a scripted sales pitch.
Focus on Service, not Sales: Make upselling and cross-selling a natural extension of exceptional service. Show genuine interest in enhancing their experience.
Train Your Staff: Equip your team with the knowledge, skills, and confidence to upsell effectively and ethically.
Upselling and Cross-selling Ideas for Your Hospitality Business:
The key to successful upselling and cross-selling is personalization. Here are some examples adapted to different guest profiles:
1. The Couple
Couples massage experiences, private dinners, local things to do, Instagram-famous landmarks, local restaurants, and off-site excursions.
2. The Business Traveler
Early check-in options, breakfast packages, local restaurants, local coworking spaces, and private airport transfers.
3. The Family Fun Seekers
Family-friendly attractions and activities, car and bike rentals, babysitting services, local restaurants, and zoo, aquarium, or museum tickets.
4. The Solo Adventurer
Authentic local experiences, guided tours with small groups, cooking classes or workshops, cultural events or performances, luggage storage, and airport transfers.
5. The Luxury Traveler
High-quality services, high-end amenities, private tours to popular tourist attractions, “wow” experiences, shopping tours, and award-winning restaurants.
86% of customers will pay more for a better customer experience.
Bonus Tip!
Use data and guest history to personalize upselling/cross-selling further. Offer a spa package to a guest who previously booked a massage, or suggest local wine tasting to someone who showed interest in the region’s vineyards.
But how can you do that?
Imagine upselling and cross-selling that feels effortless, like you’re simply recommending experiences your guests will truly love. Imagine exceeding expectations and creating lasting memories, all while boosting your bottom line. Tourmie, your personalized upselling/cross-selling partner in the hospitality industry, empowers you to do just that.
• Understand Your Guests Better
Collect the required guest details before their arrival (nationality, purpose of travel etc.) via Tourmie’s online check-in form and recognize their preferences more easily. Offer upsells and cross-sells relevant to their profile and needs using Tourmie’s booking history.
• Offer Seamless Upselling/Cross-selling Experiences
- Partner with Tourmie service providers to offer your guests additional services such as activities, tours, transfers and rentals.
- Integrate your services or your existing partners into Tourmie’s platform for easy and direct selling of services.
- Give your guests the convenience of submitting requests for upgrades such as early check-in and late check-out.
• Personalize Each Interaction
Tourmie’s specialized Concierge Assistant stays connected with your guests at every stage of their journey, providing them with ongoing and personalized support. Utilize them to suggest upgraded experiences tailored to each guest’s unique needs and interests.
• Streamline Booking and Payment
Simplify the upselling/cross-selling process with Tourmie’s integrated booking and payment system, enhancing guest convenience.
By leveraging Tourmie’s capabilities, you can unlock the power of personalized upselling/cross-selling in your hospitality business. Create memorable experiences for your guests, boost revenue, and foster lasting loyalty.
