The 157-room ME London hotel has utilized TSA Solutions to generate greater revenues and higher guest satisfaction scores with the successful implementation of its Front Desk Upselling program. The innovative program is based on a unique combination of skills training, technology and ongoing performance management tools. TSA Solutions hotel partners typically report significant upsell revenue gains beginning within weeks of implementing the training program, in addition to measurable improvements to guest satisfaction scores, and ME London is no exception.
TSA Solutions' Front Desk Upselling program uses proven techniques to train hotel employees to establish guest needs and, where they exist, explain the advantages and benefits of upgrading to premium room types. These upselling strategies focus on engaging guests in a way that is proven to enhance guest satisfaction scores by tuning into the customer's true needs. TSA Solutions' reporting and performance management platform completes the package, showing performance impact in key areas and exposing unrealized opportunities to optimize upsell performance.
ME London joins 37 other TSA Solutions partner hotels in London. Ray Goertz, director of rooms at ME London, says staff at the hotel now spend a lot less time doing paperwork and more time connecting and interacting with guests as a result of TSA Solutions' training program. "It has increased upselling and made it a far simpler process," Goertz says. "Along with generating more revenue, the Front Desk Upselling program is also incentivizing staff and encouraging them to promote upsell options when guests' needs are discovered. With the reporting platform, the employees can compare their performance against one another, which generates healthy competition between them."
Although the primary objective of TSA Solutions' paperless and robust reporting features is to help TSA Solutions' performance consultants and hoteliers manage performance and track for incentives, the ability to easily and automatically benchmark a hotel's performance with the other 37 participating properties in the London market has had a motivating impact at all levels within the hotels.
TSA Solutions hotel partners typically post incremental revenue of two to three times higher after implementation of the Front Desk Upselling solution. Generating more than $150 million in incremental rooms revenue in 2013 for TSA Solutions' hotel partners, the TSA solution includes a strong performance measurement platform that clearly illustrates the cost of the TSA Solutions technology as a percentage of revenue produced, which simplifies total ROI. Using these measurement tools, TSA Solutions hotel clients are able to conclusively demonstrate the internal business cases for upselling.
Unlike most other upsell technology vendors, TSA Solutions partners with client hotels on a long-term basis to monitor results and ensure their success. TSA Solutions employs a proven methodology that provides hotel partners with an ongoing upsell strategy, including specific tactics for revenue maximization and driving incremental revenue, while delivering added value to hotel guests.