How the Upcillary Program increased ancillary revenue by +675% at the reception of the Hotel Chamartín The One (Madrid), managed by GAT Hospitality.
ACTIONS
-4-star hotel, 378 rooms and a mixed clientele of business, leisure and events
-Individual coaching in cross-selling hotel rooms and services, especially restaurants and F&B
-Monthly measurement of results
"The program gave us a clear method to encourage team proactivity. Now every team member knows what to say and when to say it, and that shows in the reception numbers every month."
- GAT Hospitality, manager of the Hotel Chamartín The One
"Now we have a clear process that we measure month by month, and that gives us results that can be repeated on every shift, not just when someone has a good day."
- Hotel Chamartín The One
The results obtained in the first few months confirm the potential of upselling and cross-selling in reception as a revenue lever.
The next step, already underway, is to consolidate the program as part of the hotel's regular operations, maintain monthly monitoring, and continue to strengthen the involvement of all shifts.
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