Actionable upselling techniques and strategies to elevate guest experiences while driving additional revenue through in-person interactions, pre-arrival communications, and post-service offers.
Upselling is an essential strategy for hotels, resorts, and spas looking to enhance guest satisfaction while boosting revenue. Effective upselling techniques go beyond simply offering upgrades; they create personalized experiences that resonate with guests’ needs and desires. From leveraging guest data for tailored recommendations to integrating upsell options seamlessly into booking flows, these techniques focus on delivering value in a way that feels natural and appealing.
Here’s a list of actionable strategies designed to elevate guest experiences while driving additional revenue through in-person interactions, pre-arrival communications, and post-service offers.
Personalized recommendations: Use guest preferences and booking data to offer tailored suggestions. For example, if a guest books a massage, recommend a complementary add-on like aromatherapy or a scalp treatment.
Bundling services: Create attractive packages combining popular services at a slight discount. For instance, offer a ‘Relaxation Day’ bundle with a spa treatment, lunch, and access to a VIP lounge.
Pre-arrival offers: Send guests exclusive offers before their stay. Email or text a special upgrade for a room with a view, a spa appointment, or a private dining experience that’s only available if booked in advance.
Suggestive selling during check-in: Front desk and concierge staff should offer upgrades or add-ons at check-in. Phrases like “For just a bit more, you could upgrade to a suite with lounge access” can encourage impulse purchases. Train your staff on all offerings. So they are comfortable with suggesting your one of a kind add-ons.
Experience-based upsells: Rather than just promoting a product or service, focus on the experience. Describe how a sunset dinner on the beach or a guided meditation session can enhance their overall stay.
In-room prompts: Use in-room tablets, printed menus, or smart TVs to present additional services. Highlight special packages like late spa appointments or activities and services that guests can easily book with a tap.
Loyalty program exclusives: For repeat guests, offer loyalty perks like discounted upgrades, spa add-ons, or access to exclusive events. This builds loyalty while also encouraging more spending.
Cross-sell with partnerships: Partner with local attractions or experiences to offer joint packages. For example, a resort could upsell a guided local tour or wine tasting experience in partnership with a nearby vineyard.
Time-sensitive offers: Create a sense of urgency with limited-time offers. “Upgrade your spa treatment today and receive a complimentary facial mask” as an offer that expires shortly encourages guests to act quickly.
Highlight benefits, not features: When presenting an upsell, focus on the benefits to the guest rather than just listing features. Instead of “Upgrade to a poolside cabana,” emphasize “Enjoy your own private space with dedicated service, shade, and chilled drinks.”
Enhancements and add-ons: For guests who book a spa treatment or cabana reservation, suggest small upgrades. For example, a spa therapist or your spa desk concierge can recommend an upgraded product or service that increases revenue but adds no additional time and will not conflict with an existing reservation to their massage, such as hot stones or aromatherapy.
Upsell during booking: Integrate upsell options seamlessly into the booking process in person, over the phone, and on your online booking website. Display options like a treatment upgrade, food and beverage packages, or champagne upon arrival as part of the reservation flow.
Post-spa treatment offers: After a spa treatment, therapists can suggest related products to continue the experience at home or encourage booking a follow-up session at a discount.
Exclusive surprise upsells: Create a VIP feeling by offering exclusive surprise upgrades. “We have a special offer for you today – how would you like to upgrade to our spa suite for 50% off?”
VIP experiences: Offer exclusive VIP activities like private guided tours, personalized adventure packages, or exclusive access to signature experiences, such as sunrise yoga sessions or sunset sails.
Late check-out/late night access: Upsell extended access to facilities like the pool, gym, or spa for late check-out or late-night use for an additional fee.
Follow-up offers: After a guest books or checks in, follow up with a personalized message offering an additional service, such as a private yoga session or a sunset cruise at a discounted rate.
Dynamic pricing – yield management: Leverage yield management strategies for upselling ancillary services like spa upgrades, premium dining experiences, or exclusive activities. Adjust the price of these upsells based on demand, offering discounts for add-ons during quieter times or higher pricing for peak periods. For example, promote a spa upgrade at a reduced rate during low-demand hours or offer premium seating at a higher price during busy dinner services. This targeted approach maximizes upsell opportunities while optimizing revenue.