How Hotel Managers Sell Staff on Upselling to Guests

LONDON - As inflation drives up costs everywhere, forcing consumers to more closely mind their spending, hoteliers face an uphill struggle in upselling to guests.

The art of upselling — adding amenities, experiences or exclusives at an added cost to the hotel booking — starts with understanding what a hotel has to offer and how to continuously improve service to guests, according to experts speaking at the Global Revenue Forum.

Guest psychology and data generated from bookings or post-stay surveys — such as travel purpose and special requests — also must be considered when deciding what, when and how to upsell, hoteliers said.

Kurt Macher, general manager of the 202-room Shangri-La The Shard, London, said upselling opportunities are missed when hotel staff are not apprised of what's available and possible.

Have the team be aware of the business’ [key performance indicators]. There are constant communications, training tools and monthly goals. We look at how to drive [the business] on a daily basis, he said, adding that staff should be incentivized to upsell.