CASE STUDY: How One Luxury Property Dramatically Increased Upsell Revenue The Leader in Hospitality Merchandising Technology The Challenge TM “With CheckIn Merchandising™, agent engagement and our ability to generate incremental revenue have far exceeded my expectations.” Revenue Manager of an Arizona luxury resort At a certain 700+-room luxury resort in Arizona, many front desk agents were not comfortable upselling at check-in, so they were missing upgrade opportunities. The resort’s Revenue Manager also wanted technology that helped optimize revenue during periods of both high- and low-occupancy. The Solution The Revenue Manager (RM) brought in CheckIn Merchandising™, which calculates the best room at the best price based on availability at the moment. The Revenue Manager was already a fan of the Nor1 Merchandising Platform, having worked with Nor1’s eStandby Upgrade® at a previous hotel position. “So when I heard Nor1 was building a front desk upgrade product, I signed on before the application was even out of Q.A.,” said the RM. “And I have not been disappointed!”
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CASE STUDY:How One Luxury Property Dramatically Increased Upsell Revenue
The Leader in Hospitality Merchandising Technology
The Challenge
TM
“With CheckIn Merchandising™, agent engagement and ourability to generate incremental revenue have far exceededmy expectations.”Revenue Manager of an Arizona luxury resort
At a certain 700+-room luxury resort in Arizona, many front desk agents were not comfortable upselling at check-in, so they were missing upgrade opportunities. The resort’s Revenue Manager also wanted technology that helped optimize revenue during periods of both high- and low-occupancy.
The Solution
The Revenue Manager (RM) brought in CheckIn Merchandising™, which calculates the best room at the best price based on availability at the moment.
The Revenue Manager was already a fan of the Nor1 Merchandising Platform, having worked with Nor1’s eStandby Upgrade® at a previous hotel position. “So when I heard Nor1 was building a front desk upgrade product, I signed on before the application was even out of Q.A.,” said the RM. “And I have not been disappointed!”
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Because the system intelligently generates upsell offers right at check-in, agents find it easy to offer upgrade options. “The sales training was amazing, especially the feature/benefit and handling rejection scenarios,” said the RM. “It gave agents the confidence to enhance each customer’s stay in a personalized way.”
The resort started realizing incremental revenueimmediately upon agents completing training. In the30 days post-launch, free upgrades went downdramatically and paid upgrades increased. Eightpercent of all check-ins had a paid room upgradeduring that period.
Combined, the front desk’s top three upsellers brought in more than USD $38,000 that first month. Over the first 49-day period, there was a $2.27 increase in RevPAR.
• Increase in upsell revenue, compared to the prior year: June 2017: 284% July 2017: 201%
• Average upgrade revenue per night: $ 57.26• Average value of upgrade: $ 116.00
Next, the resort plans to suggest spa, cabana, and food and beverage offers atlow-demand periods and to particular guest segments, all throughCheckIn Merchandising™.
Agent engagement and our ability to generate incremental revenue have far exceeded my expectations,”
