호텔 프런트 오피스 관리자를 위한 업셀 및 수익 증대 팁 3가지 | Welcome Pickups

Recommendation: Offer a tailored, time-limited upsell bundle at check-in to capture intent and boost revenue quickly. Ensure the bundle is correctly priced and presented; include options such as a room upgrade, breakfast package, spa treatment, or late checkout. Present this instance of value with a warm, thoughtful tone and no pressure. Data from Welcome Pickups pilots show that when bundles are offered ahead of the stay and across the entire visit, acceptance averages rise by 15-20%, and average spend per guest increases by 8-12% in the first week after launch.

Tip 2: Use an active, automated workflow to propose relevant add-ons at moments that matter during the guest’s stay. Automate prompts at pre-arrival, check-in, and post-stay windows, but keep messages concise and guest-first, rather than lengthy. Implement a setting with a single, high-value offer per moment, tagged by guest profile (e.g., romantic upgrade for couples, business bundles for corporate travelers). In trials, teams that automated prompts saw increasing revenue per guest by 6-12% within the first month; a romantic upgrade can yield a 5-7% lift on couples’ bookings, while breakfast and late-checkout sums added another 3-4%.

Tip 3: Train the entire front-office team to deliver upsells with concise scripts and a focused, friendly tone. Use role-play to practice offering options at the point of contact and to handle objections gracefully. Track trends by guest segment, room type, and day of week, and report weekly to senior leadership to set realistic targets for the 시설. In practice, an aligned setting across the facility yields higher acceptance rates and improved guest satisfaction. Delivering value with a thoughtful tone, 없이 pressuring guests, maintains a consistent level 의 treatment for every guest.

3 Tips to Increase Upsells and Revenue for Hotel Front-Office Managers Welcome Pickups; How to train staff to excel at upselling in one week

Recommendation: Launch a 7-day, data-driven upsell training centered on guest experiences and a clear 15% uplift target for Welcome Pickups.

1. Day 1 – Equip receptionists with a concise upsell playbook

   • Include a right mix of offers: room upgrades, higher-tier stay bundles, and Welcome Pickups add-ons.
   • Ensure prompts are visible in the check-in flow and contact details are captured to personalize offers.
   • Made for fast adoption, this plan aims to lift the average transaction value while delivering a great guest experience.

2. Day 2 – Integrate technologies to assist the front desk

   • Use a digital prompt inside the POS and a simple screen in the workspace center to suggest offers based on stay length and profile.
   • Provide a ready-made offering bundle at the first contact to increase acceptance.
   • Record daily results in a shared dashboard to keep a clear view of performance.

3. Day 3 – Role-play to reinforce suggest and confirm

   • Run a 40-minute session with pairs: agent and guest, focusing on the suggest-and-confirm pattern and finalizing the transaction.
   • Use a two-sentence script for upgrades and transport bundles to speed decisions.
   • Debrief quickly on what worked and where to improve, turning insights into a revised mini-script.

4. Day 4 – Focus on families and children

   • Bundle packages for families with children, including accommodations together with kid-friendly meals and Welcome Pickups where relevant.
   • Keep a simple prompt in the center workspace to highlight children-focused options at contact moments.
   • Promote a great stay by offering a small welcome gift for children and a smooth checkout for parents; this can boost satisfaction and repeat chances.

5. Day 5 – Data review and adjustment

   • Open the business dashboard daily to compare revenue share from upsells against baseline.
   • Identify the best-performing options (room upgrades, Welcome Pickups, late checkout) and double down on those.
   • Adjust the offering mix according to guest profile and stay length to maximize conversion chances.

6. Day 6 – Capture feedback and refine

   • Collect guest contact preferences during checkout and after-stay surveys to improve future suggestions.
   • Convert feedback into concrete changes to the digital prompts and offering set.
   • Keep the process simple so staff can manage it in the workspace without extra steps.

7. Day 7 – Standardize and scale

   • Publish a one-page playbook and embed it into the workspace so every receptionist has a clear reference.
   • Roll out a 15-minute weekly refresher for new hires to keep the offering strong across shifts.
   • Close with a quick review of results, celebrate great performance, and plan a second-week expansion with additional Welcome Pickups options.

Identify High-Impact Upsell Moments at Check-In and Welcome Pickups

Check-In Upsell Moments

Offer a personalized upgrade at check-in for the average guest, bundling a suite upgrade with dinner and a bottle to create a clear value proposition. Use past stay data to personalize the offer, making it easier for the guest to say yes. According to an article drawing on mckinsey benchmarks, this approach increases revenue and effectiveness, and increasingly becomes the preferred path for properties with strong performers. It applies across rooms and suites, reinforcing the advantage of nuanced, data-informed offers.

To maximize impact, integrate the upsell into the front desk script and the digital check-in flow. Use a soft sell that leads with the advantage to the guest, not pressure. Track effectiveness with a simple metric such as upgrade rate by property; this approach often yields increased acceptance and aligns with data-driven methods mckinsey described.

웰컴 픽업

Welcome pickups create high-impact moments to shape first impressions and revenue. Provide a pre-arrival offer card or driver-assisted suggestion that could upgrade the room and add dinner or a bottle for the first evening. Tie the offer to guest preferences collected earlier and, where possible, reference the guest’s past stays to increase relevance–this not only grows revenue but strengthens a personal touch.

Implementation involves coordinating with drivers and properties, and integrates data from the PMS and guest profiles. Use a soft selling frame on every pickup, and measure effectiveness by incremental revenue and increased upgrade value. The approach comes with improved performance as it increasingly aligns with guest expectations and mckinsey-style benchmarks.

Design a One-Week Training Schedule for Front-Office Teams

Begin with a 90-minute workshop on cross-selling fundamentals and a live role-play to lock in the approach. Use a center-led checklist to verify progress and assign each agent a simple order for upsell options during guest interactions.

Day 1–3: Foundation and knowledge

Day 1: Introduce hotel product knowledge focused on lodging inventory, property layout, and complementary services such as dining, spa, and experiences. Define 3 high-potential offers per segment and create one-page scripts. Include occasion-based examples (business trip, family stay, leisure weekend) to show where opportunities arise. Track progress in the learning log and quantify knowledge transfer with a short quiz (minimum 80%).

Day 2: Guest interaction skills; practice engaging with guests using open questions, active listening, and a natural sales voice. Use role-play to rehearse handling objections and presenting a tailored offer package that includes complementary services. Encourage staff to engage guests with value-driven prompts. Emphasize added value, and ensure you integrate cross-selling into the standard greeting flow.

Day 3: System and process alignment; demonstrate how to capture offers in the order flow and how to receive support from the front desk; link to the property CRM so every guest can receive relevant suggestions. Provide a quick reference card with product lines and the recommended order for upsell pitches. Each agent should complete 2 live on-floor interactions with supervisor feedback.

Day 4–7: Applied practice and measurement

Day 4: On-floor drills with 15-minute micro-scenarios per shift. Use real data to tailor offers: corporate guests get meeting-package upsells; leisure guests receive dining or spa add-ons. Practice cross-sell prompts and track added revenue and average check uplift. Use a center of excellence approach to share best practices.

Day 5: Integrate guest history and channel data; personalize pitches. Show how to present at check-in and in the lobby. Map cross-selling to property revenue goals. Provide a simple template to capture opportunities and outcomes. Use a duve checklist to ensure each interaction covers Discover, Understand, Verify, Execute steps. This approach enhances engagement and sale.

Day 6: Customized scenarios by occasion; set targets like 2 offers per shift and measure results on a simple dashboard. Discuss where to apply the knowledge to maximize revenue without harming guest experience. Ensure staff receives feedback and adjust scripts accordingly.

Day 7: Review and calibration; hold a 60-minute session to compare results with targets, highlight top performers, and refine processes. Finalize a 90-day training plan and set ongoing coaching slots to sustain an increase in average check, cross-selling rate, and guest engagement metrics.

Create Simple Scripts and Bundled Offers for Guest Types

Deploy a 60-second script for each guest type and pair it with a bundled offer tailored to their stay. Data shows an increased upsell rate of about 15% when staff deliver a single, clear proposal at check-in or during the first contact, and when the bundle is presented as a simple, value-packed option.

Business stays: “Welcome, [Name]. For this two-night visit, our business bundle includes high-speed Wi‑Fi, express check-in, a late checkout, and breakfast in the lounge. It’s offered as one proposal and saves you time–add a daily coffee service as a plus if you’d like.”

Couple stays: “Welcome to a romantic weekend. We’ve bundled a spa moment, a dinner voucher, and a late checkout. Presenting it as a single proposal keeps decisions easy and delivers better value than arranging items separately.”

Family stays: “Kids stay free up to a defined age, breakfast is included, and you access family-friendly tours with ease. These tours are bundled with admission, avoiding multiple purchases and simplifying planning.”

Solo leisure stays: “Welcome back to explore the city. Our city orientation bundle includes a guided tour, a transport pass, breakfast, and flexible cancellation. Delivered as one proposal, you can adjust days via the app to fit your schedule.”

Present bundles as a concise four-component proposal: price, what’s included, how to redeem, and the single point of contact at checkout. This clarity reduces friction and drives faster decisions, increasing the likelihood of a purchase during stay reviews.

Staff use guest profiles to tailor language and options, and share bundles through the guest’s preferred channel–front desk, mobile apps, or in-room tablets–ensuring timely delivery and reducing miss opportunities. The role of the front desk is mastering the alignment between guest needs and bundled value, supported by a simple purchasing flow in the system.

To optimize outcomes, track these metrics: incremental revenue per stay, average bundle uptake, and guest sentiment in reviews. Use insights from accommodation data to adjust offers–optimize pricing bumps, add or remove components, and test different bundles with different guest types.

Implement On-Desk Offers with Timing Rules to Increase Acceptance

Only one immediate step speeds acceptance: offer a 2-3 option on-desk upgrade bundle within 60 seconds of greeting, then present a softer, soft sell if hesitation appears. This powerful approach, executed by the manager and the teams themselves, maximizes value for the guest and revenue for the property, while respecting the guest’s pace and preferences. This is about maximizing guest satisfaction and long-term revenue.

Here are timing rules to maximize acceptance: present 2-3 bundles within the first minute of check-in, use a soft sell, and re-present after a brief pause of 4-6 minutes if there is hesitation. If there is hesitation, there the guest’s conversation can continue here with a calm, collaborative tone. If the guest shows interest in dining or spa, schedule a follow-up ahead of those windows so purchasing happens smoothly and without pressure.

Keep offers simple and clear; presents three bundles that cover basic needs and a couple of extras: Basic Stay Bundle (breakfast + late checkout), Couple Romance Bundle (rose, dessert, spa credit), Power Stay Upgrade (room with premium view, spa credit, and priority restaurant booking). Each bundle presents a clear value and a single price to compare, so there is no confusion. Highlight savings and time benefits to motivate purchasing. Use cross-selling to introduce dining or activity options, and frame the choice as a quick purchasing decision that feels collaborative rather than pushy.

Train teams to read personality cues and tailor the offer conversation accordingly. For an active guest, highlight time-saving upgrades and lounge access; for a couple, emphasize romance and togetherness; for a business guest, focus on meeting spaces and express service. Use a short, direct conversation flow that invites the guest to co-create the choice, ensuring everything feels supportive rather than generic. Teams could adapt pacing, language, and offer timing based on the guest’s responses, motivating a faster decision and improving acceptance rates. This approach motivates guests to respond with confidence, increasing acceptance rate and long-term loyalty.

Measure success with the right metrics: acceptance rate by desk, incremental revenue per stay, and average order value per guest. Set a benchmark of 20-30% acceptance for new on-desk offers and aim to lift ancillary revenue by 5-12% month over month after implementation. Use A/B tests on message length and bundle pricing to maximize results and maximizing incremental revenue. The data here guide ongoing coaching for teams, ensuring consistency and a sustained uplift across properties. A successful program requires ongoing coaching and data-driven refinement.

Set Clear Metrics: Daily Upsell Revenue, Conversion, and Average Spend

Set a daily upsell revenue target and gauge progress with a simple, real-time dashboard. Start from todays baseline by pulling the last 30 days of upsell revenue, convert to a daily average, and establish a stretch goal of 8–12% above the baseline. This unique approach gives hotels a clear way to promote high-margin adds such as suite upgrades, late checkouts, and bundled amenities, while clarifying the front-office role and enabling you to engage them with added benefits. Treat each guest touch as a potential upsell opportunity and use natural, conversational prompts to turn interaction into sale. These insights unlock added value for guests and extra revenue, and they reveal the secrets behind successful upsell campaigns. Therefore, empower your team to act with confidence and align promotions to guest needs.

Define three core metrics to track daily, using the same definitions across all properties on the board to ensure consistency. Also track guest feedback to refine which touches land best and adjust promotions accordingly. Daily Upsell Revenue captures the total added revenue from upsell items (upgrades, bundles, and in-room amenities). Upsell Conversion Rate equals upsell transactions divided by guest interactions or touches, expressed as a percentage. Average Upsell Spend equals total upsell revenue divided by the number of upsell transactions or per guest served. Set targets that reflect your market: Daily Upsell Revenue: 800–2,000 USD; Upsell Conversion Rate: 12–18%; Average Upsell Spend: 28–60 USD. These metrics provide a clear view of where to focus energy and reveal opportunities to automate prompts and promotions that feel natural to guests. Data should come from PMS, POS, and the guest app, ensuring todays insights are ready for the ops board each morning. The bottle of value rests on the team’s ability to engage, so align roles and celebrate added benefits that drive both stay satisfaction and incremental sale.

파일럿, 피드백 수집, 그리고 입증된 업셀링 사례를 교대 근무 전반으로 확장

피크 및 늦은 근무 시간 동안 프런트 데스크에서 맞춤형 체크인 업셀 기술을 테스트하는 2주간의 파일럿 프로그램을 시작합니다. 간단하고 표준화된 스크립트와 가벼운 추적 시트를 사용하여 추가 수익, 고객 응답 및 제안이 수락되거나 거절된 이유에 대한 메모를 기록합니다. 이 강력한 접근 방식은 직접적인 영향을 보여줍니다. 이는 종종 게스트로부터 더 빠른 동의를 얻어냅니다. 며칠 동안 비교할 수 있는 명확한 이력이 있습니다. 기본적인 프롬프트 세트를 사용하여 상호 작용을 자연스럽고 빠르게 유지한 다음 결과를 팀에 매주 보고합니다.

손님과 현장 직원으로부터 직접 피드백을 받으세요. 각 상호 작용 후 제안 수락 여부 및 이유와 함께 손님의 반응을 기록하십시오. 수신된 데이터에서 추세와 통찰력을 분석하여 세그먼트(비즈니스 대 레저) 및 객실 유형별로 제안을 알리는 루프를 만드십시오. 이러한 학습 내용을 활용하여 친근한 어조를 유지하면서 기술과 시기를 조정하십시오. 수석 감독자가 변경 사항을 검토하고 승인하여 접근 방식이 실용적이고 방해가 되지 않도록 하십시오.

프로세스 표준화, 모범 사례 교육, 결과를 간단한 플레이북에 포함시켜 교대조별로 규모를 확장합니다. 모범 사례에 기반한 3가지 기본 기술과 2가지 선택적 업그레이드를 만들고, 야간 교대조의 사례를 통해 효과적인 방법을 보여줍니다. 입증된 기술을 모든 교대조에 적용하고, 게스트 이력에 맞춰 제안을 조정합니다. 팀에 명확한 리더십과 선임 감독자의 지속적인 코칭이 제공되도록 합니다. 상호 작용 데이터 및 수익 영향을 파악하기 위해 Duve와 같은 소프트웨어와 통합합니다. 추가 수익, 전환율, 게스트 만족도를 공유 대시보드에서 추적하고 주간 단위로 검토하여 팀과 성공 및 감사를 공유합니다.