TSA Solutions Training Triples Rate of Room Upselling at Courtyard by Marriott Hong Kong Sha Tin
Midscale property benefits from TSA Solutions' industry-leading training methodologies and staff performance reporting technology
TSA Solutions, a leading global provider of measurable and sustainable revenue performance enhancing solutions for the hotel industry, has helped Courtyard by Marriott Hong Kong Sha Tin triple its rate of successful guestroom upselling following the implementation of the Front Desk Upselling program. The innovative program is based on a unique combination of skills training, technology and ongoing performance management tools that help hotels generate greater revenues and higher guest satisfaction scores.
TSA Solutions' Front Desk Upselling program uses proven techniques to train hotel staff on how to explain the advantages and benefits of premium room types to guests. These upselling strategies focus on engaging guests in a way that is proven to enhance guest satisfaction scores by tuning into the customer's true needs. TSA Solutions' reporting and performance management platform completes the package, showing performance impact in key areas and exposing unrealized opportunities to optimize upsell performance.
"The skills our employees and supervisors learned from TSA's performance consultants - from forecasting during the preparation stage to identifying and matching guest needs during check-in - have been the reason we have been able to increase the sales of higher room categories as well as add-on features like breakfast packages," Chiang says. "Daily and monthly performance reports help us identify trends, giving us the ability to plan our actions moving forward. And follow-up visits by TSA consultants, combined with constant performance monitoring relative to other properties, drives the focus for our team to stay on course and deliver results."
Courtyard Hong Kong Sha Tin is one of 23 hotels in Hong Kong that have adopted TSA Solutions' Front Desk Upsell program. The program includes automated performance measurement software that helps manage staff performance and track for incentives, which often has a positive motivating effect on employees, says Elaine Luey, Director of Business Development with TSA Solutions. "All TSA consultants take a professional approach on upselling strategy, training front desk staff how to identify guests' needs and meet them," Luey says. "In this way, the focus is not only on generating revenue, but on delivering the optimal hospitality experience for guests; do that well, and the revenue comes with it. Our consultants all have extensive hotel industry experience, and our support of the properties throughout the partnership ensures optimal success."
TSA Solutions hotel partners typically post incremental RevPAR of 2-3% after implementation of the Front Desk Upselling solution. Generating more than $150 million in incremental rooms revenue in 2013 for its hotel partners, TSA provides a strong performance measurement platform that clearly illustrates the cost of the solution as a percentage of revenue produced, which simplifies total ROI. Using these measurement tools, TSA Solutions' hotel clients are able to conclusively demonstrate the internal business cases for upselling.
TSA Solutions partners with client hotels on a long-term basis to monitor results and ensure their success. TSA Solutions offers a unique combination of education, ongoing performance management and measurement platform that allows hotel partners to maximize revenues and drive incremental revenue, while delivering added value to hotel guests.
For more information about TSA Solutions, please visit www.tsa-solutions.com.