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In modern hospitality, selling only room rates is no longer enough. Today, the big difference lies in the experience offered to guests, and this is exactly where upselling becomes an essential strategy for increasing revenue, improving customer satisfaction, and strengthening the hotel's positioning.
In this article, you will understand what upselling is in the hotel context, what it is for, why it is important, and what the main upselling techniques for hotels are that really generate results.
What is upselling in the hotel industry?
Upselling is a sales technique that consists of offering the customer a superior, complementary, or more complete version of what they are already willing to buy.
In the hotel industry, this means presenting options that add value to the guest's stay, such as:
- Room category upgrade;
- Breakfast included;
- Early check-in or late check-out;
- Romantic or commemorative packages;
- Extra services, such as spa, transfers, dining experiences, or tours.
The key point of upselling is not just to sell more, but to offer something relevant, at the right time, and in a personalized way.
What is the purpose of upselling in hotels?
Upselling serves to maximize the value of each reservation, increasing the average ticket without the need to attract new guests.
In addition, it contributes to:
- Better use of the hotel's facilities and services;
- Increased perception of brand value;
- Creation of more complete and memorable experiences;
- Closer and more personalized relationships with guests.
How important is upselling in the hotel industry?
In a scenario of increasingly tight margins and high competition, upselling becomes a fundamental strategy for business sustainability.
Hotels that apply good upselling techniques can:
- Increase revenue without raising operating costs;
- Reduce dependence on high occupancy rates;
- Differentiate themselves in the market through the experience they offer.
- Build guest loyalty, as guests begin to see more value in their stay.
Benefits of upselling for hotels
Implementing a well-structured upselling strategy brings several benefits, such as:
- Increased average ticket per guest;
- Greater customer satisfaction, as guests receive offers tailored to their needs;
- Better use of hotel services and areas;
- Increase in recurring revenue;
- Strengthening of guest relationships.
When done right, upselling is no longer seen as a sale but rather as extra care for the guest experience.
Key upsell techniques for hotels
1. Room upgrades at the right time
Offering category upgrades before check-in or upon arrival is one of the most effective techniques. Based on availability and guest profile, it is possible to present a superior option at an attractive price.
2. Data-driven personalization
Using PMS and CRM data allows you to understand the guest's profile, preferences, and history. This makes offers more assertive and relevant.
3. Pre-check-in offers
Sending communications before the guest's arrival with options for additional services, such as breakfast, transfers, or experiences, increases the chances of conversion.
4. Special experiences and packages
Romantic packages, commemorative dates, gastronomic experiences, or local activities are great opportunities for upselling, as they add emotional value to the stay.
5. Upselling during the stay
Communication should not stop after check-in. Offers during the stay, such as spa, restaurant, or late check-out, can be made via WhatsApp, apps, or directly by the team.
6. Staff training
A well-trained team makes all the difference. Upselling should be done in a consultative manner, understanding the guest's needs and offering solutions, never in an invasive way.
Technology as an ally for upselling
Technological solutions, such as a PMS integrated with a CRM, allow you to automate offers, personalize communications, and identify upselling opportunities in real time.
With centralized data, the hotel can:
- Create targeted campaigns;
- Offer services at the ideal moment.
- Track results and optimize strategies.
Upselling in the hotel industry goes far beyond selling more. It is about delivering more value, improving the guest experience, and increasing the hotel's profitability intelligently and sustainably.
By applying upselling techniques aligned with technology, data, and personalized service, the hotel transforms each stay into an opportunity to delight, build loyalty, and grow.
Want to take your hotel's upselling to the next level? Count on Erbon's technology to transform data into real experiences and results.
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