Hotel Upselling Software
Automated, contactless and personalised
HiJiffy’s Hotel Virtual Concierge is available 24/7 from the pre-stay stage until the guests departure. Engage with your upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise your guests trip.
An innovative Hotel Upselling Software
Connect with guest anytime, anywhere
Maximize your upselling opportunities
Hoteliers can use the direct contact opportunity to make the most out of previously recorded guest’s preferences to offer exclusive and personalised services.
Automate your check-in and check-out just at your guest’s fingertips
Customers are one click away from personalising their stay even before their arrival. At the same time, hotels can retrieve all this data directly in their PMS to improve customer experience.
Virtual Concierge Features
Front-Office AI Agent
An artificially intelligent virtual assistant that guides users through in-stay requests.
Offer pre-check-in forms to your upcoming guests and minimize the time at the reception.
Room Upgrades Campaigns
Communicate personalized room upgrade opportunities during the pre-arrival phase.
Send automated messages to communicate personalized upselling campaigns.
Automate workflows that are triggered throughout the guests stay.
Custom routing and escalations
Configure to whom would you like the request to be escalated or redirected when required.
Pre-programmed Guest Notifications
Create automatic notifications and digitalize repetitive administrative tasks.
Guest Satisfaction Surveys
Send guest satisfaction surveys directly to your guests phone and increase the participation rate to understand better your customer.
Guest Reviews Campaigns
Trigger recommendation campaigns to improve your brand reputation on platforms like TripAdvisor or Google.
Create specific campaigns for past guests offering special deals and boost your hotels’ loyalty program.
Virtual Concierge for Hotels: FAQs
A virtual concierge, also commonly referred to as a digital concierge, is a guest-facing technology that, powered by AI, provides assistance to hotel guests.
In addition to getting instant answers to any questions that guests may have about how the hotel works – e.g., breakfast time or how to get access to the car park -, they can also request any type of service provided by the hotel in a simple and fully contactless way: from making a restaurant reservation to booking Spa treatments.
On the other hand, in addition to Room Service, the hotel virtual concierge can also automate other types of requests related to cleaning and/or maintenance, whether it’s a request to clean the room, requesting towels, repairing a broken TV, etc.
Yes, HiJiffy’s Virtual Concierge is available 24/7 from the pre-stay stage until the guests’ departure. Hoteliers can engage with their upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise the guests’ trip.
Yes, HiJiffy’s Virtual Concierge integrates directly with the hotels’ Cleaning/Maintenance management systems, making it possible to automatically assign guest requests to the right department.
This automation reduces response time and significantly improves the guest experience, who can be notified as soon as their request is completed. The entire unit operation flows more efficiently and there are fewer intermediaries involved in the execution of services.
Hotel Upselling Software: FAQs
Upselling hotels can be easily defined as providing more expensive products and services customized personally for a guest’s needs and, in turn, increasing sales and overall brand growth.
So let’s say a couple books a hotel room, providing them with romantic dinner packages or maybe a discount on a couple activity. Upselling in hotels may include upgrading rooms or adding extra services according to the customer’s needs.
- Traditional upselling
Traditional hotel upselling is the method that was primarily followed at the start of this trend. This mainly includes the desk section of the hotel. Here are the services that could be provided and upgraded at a reasonable price via the front-desk staff hoping to get that extra revenue. Unfortunately, this method failed miserably due to many reasons.
One of them is the staff’s unwillingness or their inefficiency to understand what kind of services or add-ons would be best suited. It could even be the customers’ unwillingness to stand at the desk and book upgrades after a long tiring day. Whatever the reasons were, the traditional upselling method couldn’t be used or trusted for that long.
- Automated or software-based upselling
With the boom in technology and many other advances in the field, technology has also impacted the hotel industry. Aside from the pandemic, hotel and vacation rental owners and managers face many challenges in achieving profitability, including fierce competition, increased reliance on online travel agencies, and increased guest expectations. They offer a variety of hotel distribution options, but their commissions can be as high as 30%, digging into sales.
Needless to say, it rarely covers touchpoints such as room upgrades and complimentary services. The automated or software-based hotel upselling includes providing the services and add-ons right after the customer books their rooms or stays and provides them with specially-catered add-ons and services. This ensures that the customer can easily access them, and since they are already booking a room, they might as well consider these offers.
Using a hotel upselling software can benefit hotels greatly, as it allows them to sell more services to their customers while keeping them happy with the customized suggestions. Given below are some of these advantages:
- Increased probability of taking up the offer
When services are provided and offered right at the moment when the customer is still on the site, the chances of them choosing or viewing them increases highly because the customers were there and probably thinking about it already. So it’s like providing what they were thinking right on the spot.
On-site, services are comfortable because the customers don’t have to be physically present or take out time from their schedule for the same. This equally saves time for both the customers as well the management who would like to be prepared beforehand for it.
- Personalized and customized services
The software also sends personalized messages and offers them to customers based on their very specific needs. Personal upsell allows guests to customize the experience, but it is not a scalable approach that can be used by all guests. You can extend your upsell offer to more travelers by letting the upsell tool outreach instead. This will allow more guests to check out ancillary services and choose one that suits their needs.
In many upselling programs, segmentation can be used to further personalize. The system uses guest data from PMS to determine the best pitching offer. Moreover, it allows the customers to remember the brand with regular updates and offers, and thus, they are more likely to avail the services again.
However, the management needs to be decisive on how frequently these ads or pop-ups appear so that the website or emails don’t look stuffy.
While we may know the benefits of the whole process and the method involved, achieving the right strategy can be difficult, so it is better to understand how to do that. When hotels use the right upselling ideas, the revenue and sales gains increase manifold. So, if you are planning to start upselling in your hotel, here’s how to make the most of your efforts:
- The right audience
Knowing your potential customer base is an important step in the upselling process. Providing upgrades to the wrong guest can adversely affect the experience. Therefore, before developing your strategy, define a customer category that is a good target for your strategy. Next, focus on educating your group of workers for front-table upselling in hotels to reap the benefits.
- Coordination of online and offline
Ensure that all the participants of your establishment are on the same page. Training each customer-centric staff member to identify upselling opportunities, and treat visitors with the proper tone at the proper time, can be a key advantage.
- Subtle promotion is the key
Aggressive marketing contrasts with a more passive format that aims to build relationships over time by raising brand awareness and providing prospects with the content and information they are looking for.
- Extra activities
Add-on activities allow you to extend your hotel’s reach by partnering with local businesses that offer these activities, such as a city tour, a boat tour on the local river, a day spa package, and other services that portray the charm of your city. Such partnerships will boost your bottom line. It also makes guests happier because they don’t have to book entertainment on multiple platforms. In addition, your upselling system integrates well with your target partners, as different companies use different software tools.
Hotels can increase upsell revenue through HiJiffy’s virtual concierge, which assists your guests before, during, and after their stay.
With its automated process and 24/7 availability, the software can help maximize your upselling opportunities. That’s why we are here to help. Contact us for more details today.
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