When it comes to upselling, boutique hotels are in a league of their own.
Due to their intimate size and personalized service, boutique hotels can offer a level of customer service that is simply not possible with larger hotels. This means that hotel staff can easily identify opportunities to upsell guests on additional services and products.
Below are some essential tips and tricks for upselling guests at a boutique hotel.
What Is Upselling and Why Is It Important?
Upselling is the process of convincing a customer to buy a more expensive product or service than the one he or she originally intended to purchase.
It is an important part of the sales process, as it allows hotels to increase their profits and improve their bottom line. By persuading guests to upgrade to a more expensive room or package, hotels can earn significantly more revenue.
Upselling is not always easy, but with the right techniques and a little bit of luck, it can be done successfully. In this article, we will explore some of the best upselling techniques for boutique hotels.
Preparing Your Team for Upselling Success
Upselling is an important part of the boutique hotel experience, and your team needs to be prepared for it.
Your front desk staff is the first line of defense when it comes to upselling. They need to be able to identify guests who might be interested in upgrading their room, and they need to have the skills to close the sale.
Your housekeeping staff can also play a role in upselling. They should be familiar with the different room types and be able to recommend upgrades to guests who are staying longer term.
Finally, your marketing team can help promote the benefits of upgrading to guests before they even arrive at your hotel. By using targeted marketing campaigns and social media, you can make sure that everyone who visits your website or calls your hotel knows about the benefits of upgrading.
Applying Upselling to Hotel-Specific Services
When it comes to upselling, boutique hotels have a unique advantage.
Since your hotel is small and intimate, you can offer personalized service that larger hotels cannot match. This means that you can tailor your upselling techniques to the specific needs of your guests.
For example, you could offer a package that includes a room upgrade, late checkout, and breakfast for two. Or you could offer a discount on parking or laundry services.
Whatever you do, make sure that the benefits of your packages are clear and appealing to guests. And be sure to mention your packages prominently on your website and in your marketing materials.
Power of the Right Words in Upselling
The right words can make all the difference when it comes to upselling. Focus on using words that create a sense of value, such as “exclusive”, “luxury” and “premier”. Use words like “upgrade” instead of “upsell” to add an element of additional value. Also, be sure to focus on the customer experience and emphasize how this upgrade will enhance their stay. A few well-chosen words can make a huge impact on the customer’s perception of your offering.
Upselling Through Tailored Offers
You can also upsell to your guests by offering tailored offers that are specifically designed for them. This could include special discounts for returning customers or discounted add-ons, such as spa treatments, restaurant meals, and other services. Make sure that the offers you provide are relevant to the guests’ needs and interests.
Additionally, you can use personalized emails and direct mailings to reach out to customers with tailored offers that they can’t refuse. You can also use social media accounts to reach a wider target audience. Just make sure that the offers you present are designed with your guests’ needs in mind and that they will provide value to them.
Overcoming Guest Objections With Upselling
You may encounter guests who are hesitant or even resistant to taking advantage of your upselling opportunities. It’s important to overcome these objections without making guests feel as if they’re being taken advantage of. The best way to do this is to focus on showcasing the value of the upgrades you’re offering.
Explain how guests will benefit from the additional amenities or services, such as a more comfortable stay, getting access to exclusive offers, and enjoying a more personalized experience. By showing that you’re not just trying to make an extra buck, but rather genuinely want them to have a better stay, you can often convince them to agree to the upsell.
So, what are the key techniques that boutique hoteliers use to increase their average daily rate (ADR)? Upgrade customers to a better room, offer complementary amenities, and increase the frequency of up to sell services.
While it may seem like a difficult task to upsell guests, with the right approach and the use of the right tools, it can be a seamless and profitable experience for all involved. Utilize the tips and tricks provided in this article to help increase your ADR and enhance your guests’ experience.