Boosting your hotel’s revenue shouldn’t require a total overhaul—it’s about unlocking more from what you already have. Today, strategic upselling of high-margin amenities through a digital retail approach drives revenue and builds brand loyalty that supports guests choosing you over competitors. Imagine a guest journey where offering early check-in, room upgrades, spa packages, and in-room extras feels natural, welcomed and valued by guests.
Is Your Hotel Keeping Up with Today’s Guest Expectations?
As personalization becomes the norm, many hotels are still relying on outdated approaches and processes. The typical guest journey—booking a room, receiving a generic confirmation, waiting in line to check in (sometimes 15 mins or more), and heading to their room—can feel transactional rather than welcoming, and risks inconsistent experiences that undermine your brand’s reputation.
Guests remember unique touches and seamless digital interactions. Today’s travelers expect more than just a room; they want choices and personalization that reflect their preferences. They are also willing to pay for a bit of luxury and a better experience. This expectation spans gen Z to baby boomers, influenced by the prevalence and convenience of retail and digital services. Meeting these needs isn’t just about keeping pace; it’s essential for maintaining a competitive edge. If guests feel their needs are unmet, they’ll choose hotels that cater to their desires.
Visualizing a Modern, Brand-Driven Hotel Experience
Building a strong hotel brand starts before guests arrive. Automated, personalized messaging can enhance the experience from the first touchpoints. Picture guests receiving tailored messages via email or SMS showcasing early check-in, room upgrades, or exclusive dining packages that reflect your hotel’s unique identity.
When guests complete registration and check-in in advance on mobile or check-in via a kiosk on arrival —they skip long check-in queues and can start enjoying their stay sooner. Each digital touchpoint becomes an opportunity for on-brand suggestions—perhaps a curated wine selection waiting in the room or a last-minute spa offer. This proactive engagement weaves upselling seamlessly into their journey.
Here’s how this strategy enhances stays, reinforces brand identity, and captures revenue:
- Room upgrades for a touch of luxury
- Early check-in/late checkout for convenience
- Exclusive dining and wine packages for that 1st night after a long journey/day
- In-room amenities, such as locally sourced beauty supplies
- Spa and wellness offers perfectly timed for their stay
These add-ons elevate the experience, foster loyalty, and create memorable moments associated with your brand.
The “Hidden Store” Concept: Uncovering Revenue from Underutilized Amenities
Many hotels have fantastic amenities—gyms, pools, spas, bars, restaurants, beauty products—that sometimes go unnoticed. It’s like having an exclusive storefront that guests pass without realizing its treasures. By adopting a strategic upsell solution, hotels can present these offerings through well-timed, branded digital prompts and triggers to boost conversion, transforming missed opportunities into value.
Consider three levels of upselling to enhance your brand identity:
- Essentials: Early check-in, parking, room upgrades
- Enhanced Packages: Wine, dining, or spa bundles
- Premium Experiences: High-end dining, exclusive access, or private spa treatments
Highlighting these options allows guests to maximize their stay while capturing valuable revenue, reinforcing what makes your brand unique.
Practical Steps to Start an Upselling Strategy
Implementing this approach can strengthen your brand and boost revenue without disrupting operations. Here’s how to get started:
- Select a tech partner: Find a partner that is invested in your success and only gets their revenue when they generate you more value.
- Seamless Setup: Minimal integration is required, often fully handled by your supplier, getting you live and generating additional revenue quickly.
- Automated Upsell communication : Digital offers appear at key moments, creating branded interactions that align with guest preferences, freeing staff for personal service.
- Immediate Returns: Each upsell directly increases revenue per guest, enhancing your bottom line while ensuring a consistent, personalized brand experience.
A post-booking guest journey, including digital check-in, checkout, communication, and upsell solutions like Chicostay integrated into your existing PMS, supports your brand, accelerates revenues and enhances guest engagement. In today’s competitive market, hotels leveraging upsell technology capture more revenue and build a reputation as thoughtful, modern brands.
As this trend grows, will you define your brand through modern guest experiences or risk being left behind?
