Up-selling and cross-selling is the perfect strategy for accommodation businesses to boost the average spend per guest and enhance your overall guest experience.
Fun Fact: According to Marketing Metrics, the probability of selling to a new prospect is between 5 and 20%, whilst the chances of selling to an existing customer are between 60-70%! So here are our top 5 tips to effectively up-sell to your guests.
1. Start Early
Don’t wait for your guests to arrive to begin upselling; start from the booking process! Your online booking engine is a great tool to entice guests to add extra’s on top of their accommodation. For example, daily breakfast, a bottle of wine or late check-out.
2. Offer Package Deals
Take a moment to think about your typical guest profile. Do you often have couples staying with you? Offer a ‘Romance Package’, which includes accommodation, wine, chocolates, and a private dinner for two. Guests will feel they are getting value for money, and now you are offering them a complete holiday experience instead of just a place to rest their heads. Don’t forget to promote it on your socials!
3. Showcase Your Unique Experiences
What makes your property unique? Do you offer local tours or run activities? Make sure you list them on your booking engine so guests can simply add it to their cart at the time of booking. By doing so, you’re showcasing all you have to offer, and it takes convenience to new heights. Did we mention it will save your staff time? Yep, they won’t need to manually make the booking for the guest when they arrive.
4. Room Upgrades
Depending on your availability and occupancy, sending an SMS to your guests with the option to upgrade is a great idea. Just a few days before their arrival, as the holiday vibes are kicking in, is the perfect time to send it as they are more likely to accept the offer.
5. Make It Personalised
Get to know your guests. Understanding what they really want is the only way you can keep delivering outstanding experiences. To gather this information, you can encourage staff to add notes to a guest profile or send out guest surveys after their stay. For returning customers, a simple way to find this is by looking at their preferences from previous visits. Sending out personalised offers and targeted marketing emails will make your customer feel special and build a sense of loyalty.
And it’s that easy! If you prioritize building a guest relationship through up-selling relevant services, the revenue will come naturally. Happy up-selling!