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
Maximise your upselling opportunities
Hoteliers can use the direct contact opportunity to make the most out of previously recorded guests’ 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.
How would it look like for you?
Let us show you.
Virtual Concierge Features
AI-powered concierge agent
An artificially intelligent virtual concierge assists guests with pre-stay, in-stay and post-stay requests.
Room upgrade messages
Suggest personalised room upgrade opportunities during the pre-arrival stage.
Integrate your PMS to offer pre-check-in forms to your upcoming guests and minimise time spent at the reception.
Upsell and cross-sell campaigns
Send automated messages to communicate personalised upselling and cross-selling campaigns.
AI specialised in hospitality FAQs
Over 200 hospitality-specific FAQ topics available for hotels to train the chatbot, and the possibility of adding custom FAQs according to your needs.
Automated WhatsApp messages
Automate and trigger messages on your hotel’s WhatsApp channel throughout your guests’ journey, such as check-in/check-out campaigns, feedback campaigns, and more.
Custom team notifications
Set rules for notifying the right teams for specific requests.
Guest reviews and satisfaction surveys
Send guest satisfaction surveys during and at the end of the stay and obtain reviews for internal monitoring or external platforms like TripAdvisor or Google.
Customised campaigns for a target audience
Trigger campaigns for guests matching specific rate plans or profile (e.g. families, couples), subject to availability.
CSAT score metrics
Collect and access guests’ feedback to evaluate the performance of the chatbot and individual human agents.
Hotel Upselling Software: FAQs
Upselling hotels can be easily defined as providing more expensive products and services customised personally for a guest’s needs and, in turn, increasing sales and overall brand growth.
To illustrate this, imagine a scenario where a couple books a hotel room – providing them with romantic dinner packages or maybe a discount on a couple activity is an example of an upselling idea.
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 customised 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 increase 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 time out 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.
- Personalised and customised services
The software also sends personalised messages and offers them to customers based on their very specific needs. Personal upsell allows guests to customise the experience, but it is not a scalable approach that can be used by all guests. You can extend your upsell offer to more travellers 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 personalise further. 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, deciding on the right strategy can be challenging.
When hotels use the right upselling ideas, the revenue and sales gains increase manifold. 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 desk 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 right tone at the right 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 do not 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 and during their stay.
With its automated processes and 24/7 availability, the software can help bring more benefits of upselling at hotels. Our team can help you reimagine your guest communications and show how upsell automation can look at your hotel. Book your free demo today.