Tranquility Beach Anguilla

Located in beautiful Meads Bay, AnguillaTranquility Beach Anguilla is the island’s newest boutique resort. Accommodation is provided in 15 one- to three-bedroom, toes-in-the-sand condominium vacation rentals. This property started using WebRezPro Property Management System last winter to help with their operations. Visit their website to see how WebRezPro’s integrated booking engine allows Tranquility Beach to accept online bookings!

Hotel Tech for a Touchless New World

COVID-19 has pushed us all into a world of caution. Social distancing regulations and fear of infection have impacted our daily lives as we avoid physical interaction. Even as cases drop and official restrictions ease, a level of cautiousness will likely remain with us for some time. Hotels and other businesses are operating under new guidelines that include sanitization, physical distancing and contact tracing protocols, possibly permanently.

Businesses across all industries are turning to technology to help streamline new processes and maintain customer service. While it seems contrary to the notion of hospitality, right now it is important to reduce physical touchpoints during a hotel stay to help keep guests and staff safe. Modern hotel technology makes this possible through automation that also augments and personalizes the guest experience.

Over the past decade, more and more hotels have been implementing mobile technology to improve workflows and the guest experience. Now, in our touchless new world, such innovation is more crucial than ever.

Self check-in

First impressions count so check-in is an important touchpoint to get right. Guests expect an efficient, personable welcome; a bad one can taint the rest of their stay.

While the check-in process traditionally involves physical interaction between the guest and hotel staff, online technology has spurred consumer demand for self-service applications and many hotel brands have already met that demand with a mobile self-check-in option.

Integrated with the hotel property management system (PMS), mobile self-check-in applications provide guests with an efficient yet personalized check-in process while reducing time at the front desk. In fact, when integrated with online payment and keyless entry solutions, self-check-in apps allow guests to bypass the front desk entirely.

A “touchless” check-in process has never been more relevant than it is now. Self-check-in solutions not only help keep guests and staff safe during the pandemic, but improve efficiency and personalization through data automation too.

Mobile housekeeping app

Although there are less guestrooms to clean at most properties due to low occupancy levels brought about by COVID-19, new housekeeping procedures to mitigate the spread of the virus have made housekeeping responsibilities and schedules more complicated.

Right now, many travelers are wary about physical contact with other people and surfaces. To make guests feel more comfortable, some hotels are offering guests a choice between varying levels of housekeeping service. Some hotels have halted housekeeping service altogether during a guest’s stay to protect the health of both guests and housekeeping staff. Many properties are enforcing a 48-hour or longer room closeout between stays to allow for deeper cleaning and decontamination.

While COVID-19 is still a threat, staying on top of cleaning protocols, schedules and housekeeping requests is of utmost importance. Equipping housekeeping staff with mobile access to the housekeeping report ensures staff are efficient and informed at all times while they work.

Integrated with the PMS, a mobile housekeeping app improves internal communication and workflow by allowing housekeepers to view the live occupancy status of rooms (due in, occupied, do-not-disturb, checked out), and front-desk agents to see which rooms have been cleaned, inspected and are ready for guests in real time. Housekeepers can attach notes and maintenance alarms to rooms as they work, to help keep track of special housekeeping requests, maintenance issues or sick/quarantining guests.

Mobile messaging

Mobile messaging provides a way for hotels to offer guests a convenient, open line of personalized communication, without physical interaction. Rapidly growing in popularity well before COVID-19 hit, mobile messaging solutions for hotels are now truly an answer for the need of the hour.

With an impressive open rate of 98 percent, text messaging is an effective and efficient way to keep guests informed about COVID-19 protocols and hotel services. For example, an automated pre-arrival message could let guests know you are looking forward to their arrival, include a link to a dedicated URL containing relevant hotel information, and invite them to let you know if they have any questions or special requests.

As a COVID-19 precaution, hotel information folders have been removed from many guestrooms because these high-touch surfaces are difficult to clean. In many cases, properties are shifting this information online. An automated text message sent to guests upon check-in can link to online hotel information, ensuring guests are aware of house rules, the Wi-Fi password, etc., and remind guests that they can easily reach out via text messaging if they need anything.

During their stay, guests can use mobile messaging to make requests without having to make physical contact with the front desk, and on the day of departure, self-check-out instructions can be communicated automatically.

Direct integration between the mobile messaging platform and the PMS facilitates the personalization and automation of messages. In this case, reservation data is sent from the PMS to the messaging platform in real time to automate routine message delivery, and to match incoming guest inquiries with reservation data for more efficient and personalized responses and resolution. This can make a significant positive impact on productivity and customer service, not only when occupancy is high, but also when operating with skeleton staff as business begins to recover.

Smart room tech

Light switches, thermostat controls and TV remotes are high-touch points for guests that can be avoided through the use of smart room technology. Powered by IoT (Internet of Things) technology, smart room functionality can be controlled via mobile app or voice-activated digital assistants like Alexa for Hospitality. Guests can close the drapes, turn on the lights, adjust the room temperature, select entertainment programming, order room service and even turn on the coffee machine using their own smartphone or simply by voice command.

Not only does smart room technology offer an elevated level of convenience that modern travelers desire, but reducing physical contact with high-touch surfaces will make guests feel safer while COVID-19 is still out there.

Smart room technology is a significant investment and doesn’t suit all lodging operations, but it makes sense to consider such solutions for our touchless new normal and beyond. In the meantime, make sure guests know that all high-touch guestroom surfaces are disinfected after every stay.

Many aspects of daily hotel operations have changed in the wake of COVID-19. As long as the virus is a threat, operational protocols that enforce physical distancing and thorough sanitization will be our new normal. From self-check-in to mobile messaging, modern technology can help hotels improve efficiency and customer service as they adapt to new processes and prepare to welcome both guests of today and tomorrow.

Hotel Guest Expectations in a Post-COVID-19 World

It’s hard to know exactly how fast hotel occupancy levels will bounce back as COVID-19 cases drop and travel restrictions lift around the globe. Will travel consumers, confined at home for so long, burst out of the gates as soon as borders reopen? Or will they cautiously hang back, waiting to be sure that it’s safe to go out into the world again? Either way, travel demand is resilient and occupancy will recover, but uncertainty and fear of reoccurring outbreaks is likely to inhibit consumer confidence for a while.

To maximize occupancy and revenue in a post-COVID-19 world, it’s important for hotels to prepare for evolving demand and guest expectations.

Demand driven by domestic market

Health and safety concerns and financial hardship due to the pandemic will deter many travelers from air travel even as international borders open. In the short- to mid-term aftermath of the crisis, a large portion of travelers will likely avoid airports and crowded urban centers, in favor of cheaper, safer domestic trips to less-populated, drive-to destinations.

This initial trend will bode well for boutique properties in quieter areas that can adapt their marketing strategy to the domestic market. Good food, outdoor activities and self-guided or small-group tours will be attractive inclusions in staycation packages during the pandemic recovery phase.

Large chains and convention hotels that typically cater to international travelers will probably experience a longer path to recovery, however luxury resorts situated off the beaten path may see a near-term resurgence in international bookings, especially those located in regions less affected by the virus.

Stricter health and safety measures

The virus’ high infection rate and the resulting promotion of physical distancing and handwashing has made the public keenly aware of sanitization protocols. Going forward, stricter, visible health and safety measures will be required to reassure and attract guests back to airports, hotels, restaurants and other public venues.

Cleaning has always been extremely important to hotel operation, but, unlike before, it will no longer be a hidden process. Instead, guests will expect and desire to see sanitization measures in practice in order to feel safe, perhaps permanently.

Visible demonstrations of health and safety measures may include regular cleaning of surfaces, official clean certification, frequent accessibility to hand sanitizer, temperature screening of guests and staff, furniture placement for increased physical spacing in common areas (including restaurants and gyms), signs requesting physical distancing compliance (like limiting elevator use to one party at a time), removal of shared amenities like breakfast buffets and in-room minibars, implementation of self-check-in and other self-service apps, and promotion of less visible policies like the deep-cleaning of rooms and 48-hour room holds between stays.

Flexible change and cancellation policies

Many hotels have implemented flexible change and cancellation policies during this crisis to help preserve customer loyalty. Going forward, it would be wise for properties to maintain flexible policies that give customers confidence to book during the recovery phase when fears of a resurgence of the virus are still very real.

Consider temporarily reducing or eliminating cancellation and change fees for both existing reservations and new bookings on all rate types until the situation stabilizes. For cancellations, offering credit or a voucher in place of a refund will help secure future business.

Flexibility should be applied to rewards programs too. Extend point expiry dates and status validity accordingly to make sure your loyal customers don’t lose program points and benefits due to COVID-19 travel restrictions.

Increased sustainability

Lockdowns and travel restrictions around the globe have given our planet a bit of a breather, and the positive effects on the environment are obvious. As a result of the reduction in pollution, the canals in Venice and the sky over Beijing are clear for the first time in decades and smog levels are down over several major cities around the world. Seen by many as a silver lining and evidence that the environment can indeed heal given a chance, there may be renewed vigour for increased sustainability efforts following this crisis.

While pollution levels will likely return with a vengeance as economies push to make up for lost time, consumers may be more motivated than ever to take action by making sustainable choices. It makes sense there will be a focus on local, environmentally friendly and socially responsible business practices as we emerge from a world of highest caution.

As this global crisis subsides, businesses that have a positive impact on their community will shine.

COVID-19 has had a deep impact on our daily lives and will continue to impact the way we live, work and travel for some time to come. Be prepared to meet evolving demand and guest expectations as we emerge from this crisis. A focus on guest safety, flexible policies and community involvement will help contribute to a positive guest experience that wins loyal customers and maximizes occupancy and revenue in a post-COVID-19 world.

The Alexander Cayman Brac

The Alexander Cayman Brac in the beautiful Cayman Islands is a stylish and modern boutique hotel that offers 32 luxury guest rooms and suites. A wide range of amenities are available including an outdoor pool, free WiFi, beach access and a conference room. The Alexander has chosen to use our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro’s integrated booking engine to accept online reservations!

A Hotelier’s Guide to Social Media Messaging during the COVID-19 Crisis

As a company and brand it can be hard to know what to say when the whole world seems to be grinding to a halt and business is far from usual. For the time being, travel restrictions and physical distancing have devastated demand for travel services, including airlines, hotels, restaurants and attractions. While COVID-19 is a unique challenge, we know from past global tragedies and recessions that the travel industry will recover. Humans have always traveled, and once we beat the threat of COVID-19, we will travel again with enthusiasm and renewed appreciation.

In the meantime, it’s important for businesses to maintain a connection with their customers. Take this opportunity to strengthen your customer relationships so that your hotel will be top of mind when travel bounces back.

Focus on your property’s social media channels and take advantage of organic traffic. Social media, including your hotel blog, is the least expensive form of marketing and—right now—may be the most effective. People are turning to social media more than ever to stay connected, informed, entertained and inspired during this time of lockdowns and physical distancing.

But, what do you say to your customers who, like you, are experiencing varying levels of fear and uncertainty as our daily lives have been disrupted to the core? Content you scheduled before this crisis is probably no longer appropriate, so hold it back for now or at least review it from our current perspective to avoid coming across as insensitive, irrelevant or, worse, exploitative.

Now, more than ever, the right message is key to building customer relationships as the focus shifts from selling to caring.

Be helpful

During these uncertain times, we all have a lot of questions. In relation to your property, customers want to know about your COVID-19 status and how you are helping to keep people safe. The clearer you can be, the more helpful and reassuring you are to your customers. Is your property open for bookings or temporarily closed? What procedures are in place, or will be in place, for keeping guests and staff safe? What, if any, are the ramifications of canceling or changing bookings during this time?

If your hotel is able to support the community in some way, get the word out. Hotels in areas under lockdown may be open to frontline workers and members of the public needing to self-isolate. Some properties are adapting to current needs by providing services such as meal deliveries, food donations and laundry services. Providing real solutions to current needs will be noticed and appreciated by customers—both those who require the support and those who don’t.

Even properties that are temporarily closed can stay connected to customers with helpful suggestions about how to stay positive and healthy under stay-home orders. Sharing recipes from your restaurant or at-home relaxation techniques from your spa, for example, can provide a welcome distraction for customers in quarantine and allows them to enjoy elements of your property in their own homes.

Content Ideas:

>> Provide updates about your property’s status (open/open with limited services/temporarily closed/opening soon…)

>> Outline or demonstrate protocols and precautions you are implementing to keep guests safe when staying at your property, for example, enhanced housekeeping measures.

>> Highlight safe places and things to do in your city that comply with physical distancing rules and other restrictions in place, for example self-guided outdoor activities, viewpoints, scenic drives.

>> Share your efforts to support the community during this time.

>> Promote (sensitively) special offers, amenities, and flexible cancellation policies available for immediate or future bookings.

>> Share recipes, work-out routines, at-home spa treatments, and kids’ activities from your property’s experts that people can use at home.

Be positive

There’s enough bad news out there at the moment. We all need some positive input to help see us through to brighter days. Be a part of that light for your customers with messages that comfort and inspire, and reinforce the feeling that despite physical distancing rules, we are all in this together.

This doesn’t mean that we should make light of the situation, and we should definitely not ignore it. This is indeed a grave situation that we are in, and many are dealing with significant loss. Messages should convey a compassionate and hopeful tone, highlighting the good coming out of this crisis and reminding customers of what there is to look forward to.

Content Ideas:

>> Introduce/interview your employees; what do they love about their job, how are they staying positive, and what are they most looking forward to when the COVID-19 crisis is over?

>> Remind customers of what makes your property special and that it’s waiting for them when they return (the dazzling sunset views from your patio, private hot tubs, or exquisite menu…).

>> If your property is open, share positive reviews coming through at this time.

>> Share interesting or little-known facts about your city to drum up inspiration for future travel.

>> Share feel-good news stories about your local area, from acts of kindness to community initiatives to positive impacts on the natural environment.

>> Share livestreams, webcams or virtual tours from local venues and attractions that allow people to share in experiences from their own homes, for example, Shedd Aquarium’s penguin walk.

>> Ask guests to share travel memories (photos) from past stays with you.

Show customers you care

Now is the time to stand behind your brand values and show customers you care. Reinforce your commitment to their wellbeing and to customer service. Be sensitive to their needs and emotions and show them you understand the issues they are facing.

Review all messaging before publishing, carefully assessing how it may be perceived. Position your offerings as providing value to customers and relevant to real needs in the current climate. Modify calls to action (CTAs) to downplay urgency and excitement in favor of a more helpful tone, for example, instead of accompanying a package promotion with a “Book now!” button, consider choosing a less urgent CTA like “Learn more.”

Focus on strengthening existing customer relationships through messaging that empathizes, supports and inspires. And be responsive. Responding quickly and thoughtfully to comments and questions is one of the best ways to show your customers you are there for them.

Whether your property is able to remain open or has had to temporarily close, maintaining a connection with customers during these uncertain times will help set properties on the right foot when the industry recovers. As the focus shifts from selling to caring, the right messages will earn loyal customers who will stick by your business through this crisis and beyond. Don’t go dark. Be there for your customers and they will be there for you.

Managing Hotel Reservations during the COVID-19 Pandemic

As borders are closed, events and gatherings cancelled, and general populations asked to stay home in an attempt to slow the spread of COVID-19, our tourism and hospitality industries are being challenged like never before. Drastic measures are necessary to protect our global health and economy.

Lodging providers and other tourism businesses are having to make tough decisions as they navigate a unique and unexpected crisis that has had a profound impact on nearly every aspect of life. These are challenging and uncertain times, but the travel industry will recover—it’s just a matter of when.

In the meantime, analyze costs thoughtfully, communicate with your customers, and maintain sight of the upturn. When it comes to reservation management during the COVID-19 pandemic, lodging operators can use their property management system (PMS) to implement specific strategies to help manage cancellations, availability and customer communications. Here are some actions to consider:

Create a cancellation code for COVID-19

To help track cancellations due to the pandemic, and to assist with managing cancellation and refund policies, create a COVID-19 cancellation code that can be applied to relevant canceled reservations. A custom report can then be generated, collated by cancellation code, to track all COVID-19 cancellations.

In addition, identifying where the majority of canceled bookings are coming from (geographical regions and booking channels) is important for determining any required adjustments to marketing and distribution budgets and channels.

Convert confirmed bookings into gift certificates

Some properties are choosing to convert bookings into gift certificates or vouchers instead of cancelling bookings and issuing refunds to protect revenue and secure business for the future. When a booking is converted into a gift certificate, the reservation payment is held as a guest deposit for future bookings.

To help track reservations that are converted to gift certificates due to the COVID-19 pandemic, create a ‘COVID-19’ source code that can be attached to converted bookings.

Keep customers informed by email

During any crisis, it is important to keep in touch with customers to inform them of any changes related to your business that might affect them. Use your PMS or CRM to send customers a bulk email informing them of your property’s COVID-19 policy and reassuring them that their well-being is of utmost importance to you.

A customized pre-arrival email template should be created and sent to confirmed reservations arriving within up to 90 days, letting customers know about the steps you have taken to ensure their health and safety, detailing your cancellation policy, reassuring them that you are closely monitoring the situation, and inviting them to reach out with any questions or concerns they may have. Our partner Revinate offers good advice for writing COVID-19 emails to guests.

Apply temporary closeouts

Many properties are making the hard decision to temporarily close out part of their property or their entire property in order to control costs. This is a decision that should be carefully weighed in terms of forecasted occupancy and P&L.

Within your PMS, temporary closeouts should not affect any bookings already in place as a property could choose to honor those existing bookings. If a reservation during the closeout period is canceled, the unit attached to that reservation should automatically close out. Closeouts should also push a stop sell to OTAs integrated with your PMS.

Add COVID-19 messaging to your website booking engine

Use your website booking engine to help clarify your property’s COVID-19 status to customers. For example, if your property is open but some services such as the restaurant, gym and spa are closed, a customized message informing customers of limited operations can be added to your online booking engine, displaying for all availability searches. In WebRezPro this is executed through the ‘maintenance note’ feature, and can also be applied to all booking confirmation emails sent during the designated time frame.

If your property is temporarily closed due to COVID-19, update the “no availability” message that displays when a search returns no availability to let customers know that you are not accepting reservations at this time due to the COVID-19 pandemic, but that you look forward to welcoming them in the near future.

No one knows how long the COVID-19 crisis will last, but we can all work together to stop the spread and eliminate the virus. When that happens, people will be eager to travel again and the hotel industry will recover. Until then, use your data and hotel technology to make informed decisions for your business and to implement procedures that will help you navigate evolving operations during these uncharted times.

If you require assistance implementing any of the above reservation management practices in your WebRezPro PMS, please don’t hesitate to contact our customer support team. Stay safe, and keep your eyes on the horizon.

Nordlig Motel

Located in Chewelah, Washington, the Nordlig Motel is a family business that has been locally owned for over 40 years. This home-away-from-home offers comfortable guest rooms and amenities like complimentary continental breakfast, free WiFi and easy access to an outdoor paradise of mountains, lakes and rivers providing activities year round. This motel has just started using our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro’s integrated booking engine to take online reservations!

Casa Cupula

Located in beautiful Puerto Vallarta, Jalisco, Mexico, Casa Cupula is a boutique gay hotel in the Zona Romantica. Offering luxurious guest rooms in a private hilltop retreat overlooking Banderas Bay, this property also offers free WiFi, an outdoor pool and some pet-friendly guest rooms. Casa Cupula has chosen to use our cloud-based WebRezPro Property Management System to help with their operations. See how they’re using WebRezPro’s integrated reservation software to accept bookings directly from their website by clicking the link below!

Thatcher Hotel

The Thatcher Hotel in Hopland, California, is at the southern tip of Mendocino County and offers easy access to area attractions like wineries. A wide range of individually decorated guest rooms and available, and additional amenities include onsite dining, an outdoor pool and private event space. The Thatcher Hotel has chosen to use our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro’s availability calendar and booking engine software to accept online reservations!

An Independent Hotelier’s Guide to Upselling & Cross-Selling

If you’ve only ever thought of upselling as a way to increase revenue, think again. First and foremost, upselling and cross-selling are effective ways to enhance the guest experience. Done right, upselling offers more value to your guests, increasing guest satisfaction and loyalty. A rise in revenue will follow naturally.

Technically, there’s a difference between upselling and cross-selling, but the two go hand in hand:

>>Upselling is the process of selling a more expensive version of a product or service that the customer is buying.

>>Cross-selling is the process of selling a supplementary product or service to complement the product or service the customer is buying.

Both approaches result in providing the customer with greater value and enhancing the guest experience—as long as the offers are relevant and presented at the right time, in the right way.

What Can You Upsell and Cross-Sell?

From basic hotels and motels to luxury boutique inns and resorts, any property has what it takes to upsell or cross-sell.

Upsells

>> Room upgrades: Customers are often open to upgrading their room choice during their booking, or even after they have made their booking.

>> Packages: Same goes for packages. Make sure your customers are aware of available packages and the added value they offer compared to standalone room bookings.

Cross-sells

>> In-room extras: You don’t have to get fancy to enhance the in-room experience with additional in-room amenities. Baby high-chairs and cribs are as much appreciated by young families as champagne and chocolate-covered strawberries are by couples celebrating an anniversary. Yoga mats upgraded bath amenities and in-room massage services are other examples.

>> Activities: From bicycle rentals to organized tours and activities (whether provided by your property or by local partners), activities are a popular cross-sell that make organizing such adventures hassle-free for your guests.

>> F&B: On-site food and beverage services can be cross-sold by offering dining discounts and packages, promoting your happy hour, or simply having your serving staff recommend meal accompaniments.

>> On-site spa services: Spa services are hard for weary travelers to resist, especially when you can take the hassle out of booking them, and even more so if they’re discounted for guests.

>> Other hotel services: Think parking, babysitting, transportation…

How to Upsell and Cross-Sell Successfully

The secret to successful upselling and cross-selling is to put the customer’s needs first. Remember, upselling (and cross-selling) is a means for enhancing the guest experience. If executed correctly, upselling results in satisfied, loyal guests and, consequentially, improved profitability.

Be relevant

Upselling and cross-selling are practical ways to personalize service, but it only works when offers are relevant to your guests.

Use data from your property management system and CRM to learn about guest preferences, requests and booking history to target offers more effectively. Sending automated pre-arrival emails asking guests to let you know of any special requests or preferences is an effective way to gather valuable information that can be used to identify relevant upsell/cross-sell opportunities.

Don’t be pushy

Remember that as consumers we hate to be sold to but we love to buy! Employ a soft-sell approach that conveys your effort to improve the guest’s experience (rather than to make more money). That means not bombarding guests with messages promoting upgrades and add-ons, and training staff to suggest relevant offers at the right time (more on that below) and in the right way (more on that below too).

Make the value clear

In order to convert upsell/cross-sell offers, the value represented by the additional spend must be clear. In addition to clearly listing room amenities, photo slideshows are an effective way to sell more desirable rooms on your website and within your online booking engine. Make sure room and package descriptions emphasize added value and use emotive language to convey the actual experience (“…wrap yourself up in one of our plush robes and enjoy your Netflix favorites on a big-screen TV”).

When staff make upsell offers directly, highlighting the added value gained for an incremental cost can be very persuasive. For example, “For just $20 more, you can enjoy more space for the kids in our family suite, with a kitchenette for preparing snacks, and a pretty great view over the lake…”

Position offers at the right time

Timing is everything when it comes to upselling and cross-selling. If an offer isn’t timed right, it will fall flat at best, or at worst, annoy customers.

>>During booking: During booking is a great time to upsell room upgrades and packages. Including photo slideshows in your online booking engine within room search results lets your customers easily compare rooms during the booking process and visually portrays the advantages of more desirable rooms. As well, package rates should be displayed alongside standard rates within search results, clearly outlining added value, and with the ability to book. Emphasize the value of discounted rates by displaying the strike-through price alongside the lower price.

When it comes to cross-selling, be careful not to overwhelm customers with options at the booking stage. Forcing customers to choose or decline added extras at this point can put customers off, resulting in abandoned bookings. If you do choose to offer add-ons during the booking process, keep things simple with limited options and ensure add-ons are presented directly within the booking form (rather than within a separate page or window), without requiring the customer to accept (or decline) offers in order to progress with the booking.

>>Pre-arrival: The time between booking and arrival is perfect for both upselling and cross-selling. During this stage of growing anticipation about their trip, many future guests are open to upgrading and enhancing their stay experience.

With high open rates, email and SMS are the best way to communicate offers prior to arrival. Targeted offers can be automated by creating pre-arrival email templates that are attached to certain room types and/or rates. Read our recent post about how to upgrade the pre-arrival guest experience for some pre-arrival email tips. Emails can point guest requests to the front desk, or direct guests to your hotel app where they can purchase selections directly.

>>At Check-in: During guest check-in is another ideal opportunity to upsell and cross-sell, and can come across very naturally as front desk staff learn a little more about the guest’s needs. Remember to highlight the advantages of the upgrade or add-on, and don’t be pushy. Upgrades and add-ons can be promoted within self-check-in apps too.

>> During stay: Cross-selling opportunities abound during the guest’s stay and can be communicated through mobile messaging, email, your hotel app or in person—as long as they are relevant to your guest’s needs and/or interests. When communicating offers to guests digitally (by SMS or email), be careful not to bombard them with various offers and don’t push the same offer more than once.

Upselling and cross-selling are important strategies for personalizing the guest experience, adding value and increasing customer loyalty. When implemented successfully, offering relevant upgrades and add-ons to your guests at the right time, in the right way, not only results in more satisfied guests, but increased ADR and incidental revenue too.