Courtyard by Marriott Hong Kong Sha Tin has tripled its rate of successful guestroom upselling following the implementation of the TSA Solutions Front Desk Upselling program. The innovative program is based on a unique combination of skills training, technology and ongoing performance management tools that help hotels generate greater revenues and higher guest satisfaction scores.
TSA Solutions hotel partners typically report significant revenue gains beginning just weeks after partnering with TSA, in addition to measurable improvements to guest service levels. In the case of Courtyard by Marriott Hong Kong Sha Tin, successful premium rooms upselling rates jumped from 20% to 77% in the first month. "We did upselling on our own for about three months before TSA came in, and saw incremental room revenue more than double after our associates underwent the TSA training program," says General Manager Robert Chiang.
TSA Solutions' Front Desk Upselling program uses proven techniques to train hotel staff on how to explain the advantages and benefits of premium room types to guests. 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.
"The skills our employees and supervisors learned from TSA's performance consultants - from forecasting during the preparation stage to identifying and matching guest needs during check-in - have been the reason we have been able to increase the sales of higher room categories as well as add-on features like breakfast packages," Chiang says. "Daily and monthly performance reports help us identify trends, giving us the ability to plan our actions moving forward. And follow-up visits by TSA consultants, combined with constant performance monitoring relative to other properties, drives the focus for our team to stay on course and deliver results."
TSA Solutions hotel partners typically post incremental RevPAR of 2-3% after implementation of the Front Desk Upselling solution. Generating more than $150 million in incremental rooms revenue in 2013 for its hotel partners, TSA provides a strong performance measurement platform that clearly illustrates the cost of the solution 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.
TSA Solutions partners with client hotels on a long-term basis to monitor results and ensure their success. TSA Solutions offers a unique combination of education, ongoing performance management and measurement platform that allows hotel partners to maximize revenues and drive incremental revenue, while delivering added value to hotel guests.