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Suggestive upselling and cross-selling should be carried out by any customer-facing employee. Upselling in just 10 rooms can increase RevPar by between 1.5 and 2 in food and beverages, and up to 22 in food and beverages. In urban hotels, the impact is less significant because the extra costs are borne by the customer. Staff training and incentive programs are key to motivating consistent sales. The receptionist will move from administrative duties to brand ambassadors, focused on service and relationships.
Technological advances have made it very easy to offer complementary services and deliver seamless mobile-centric experiences. Integrating upselling tools into websites and apps to suggest room upgrades, spa treatments, or local tours is now simple. Airlines earned more than $109.5 billion in ancillary revenue in 2022, demonstrating the enormous potential of this strategy. Food and beverage, health and wellness, and local experiences are particularly lucrative areas for hotels. For Pablo Torres, one of the most powerful tools is the use of data to create hyper-personalized offers based on each guest's preferences.
