Cross-sell

Why is cross-selling important in hotels?

cross-selling is a key strategy to increase ancillary revenue - additional income per guest -  without raising room prices.

When used effectively, it also enhances the guest experience by offering services that are genuinely useful and aligned with their needs. The result? Higher revenue for the hotel and greater guest satisfaction.

In addition, cross-selling can improve the conversion rate of the booking engine if integrated during the booking process.

How is cross-selling implemented in hotels?

Cross-selling can be applied at different stages of the customer journey:

• During booking: offer upgrades, meals, transfers, experiences or extra services directly in the booking engine.
• At check-in or the front desk:staff can suggest services based on the guest profile (e.g. a romantic dinner for a couple).
• During the stay: send digital communications (email, SMS, in-app) with personalized offers such as late check-out or a wine tasting.

The secret of effective cross-selling is discretion and personalization: the more tailored the offer, the higher the chance of acceptance.