As is easy to imagine, every hotel - just like every company - works and strives to generate revenue and turnover. As far as hotels are concerned, it is important to look at all the details, even those that seemingly appear most insignificant, but which are able to increase business and improve the hotel's image across the board.
Among the various actions that can be taken on a daily basis to increase a hotel's turnover, two fundamental aspects certainly stand out: up-selling and cross-selling.
Up-selling and cross-selling: why the hotel sales team needs to know about them
These are two very important channels, real sales strategies to be mastered in order to increase the turnover of a hotel, but also of any other business.
Encouraging customers to consider an additional product or a superior service translates into real added value for the hotel and the entire team. Hence, up-selling and cross-selling play a predominant role that should never be overlooked.
Up-selling and cross-selling: meaning and use in hotel realities
- Up-selling. Up-selling means getting the customer to buy a service or product superior to the one they were thinking of buying. The moment a customer comes to the hotel, the staff responsible for welcoming and handling that customer should immediately exercise their up-selling skills, offering the room in a higher category than the one booked, in order to increase revenue for the hotel.
- Cross-selling. Cross-selling, on the other hand, is identified with the sale of transversal or additional services. An example would be to propose to the customer the hotel restaurant, the spa, the bicycle hire, but also all the possible trips or excursions organised directly by the hotel and capable of bringing in more profit.
Hotel sales team: the importance of training
Up-selling and cross-selling therefore appear to be of great importance and, as such, must be constantly monitored as they can be a real plus for one's accommodation.
In order for up-selling and cross-selling to be done correctly and competently, it is imperative that the entire team is familiar with the characteristics of the hotel and the services available, in order to present the customer with everything he or she might be interested in, thus contributing to an increase in turnover.
Providing continuous and constant training allows the entire staff to be prepared at all times and to appear as a realistic image of the hotel.
Photos of Campaign Creators at Unsplash
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