The Chelsea Hotel in Toronto doubled its upset revenue in just a month, following implementation of TSA Solutions’ Front Desk Upselling program at the property in February. Recognized as Canada's largest hotel, the Chelsea Hotel has also significantly increased the overall effectiveness of its front desk team and began leveraging an increased ROI on its existing assets.
Within the first month of using TSA's training programs, the Chelsea Hotel dramatically increased its upsell revenue, despite the fact that less than half of its guestrooms were available, due to renovation. As a result, the property expects its annual upsell revenue average of $350,000 to grow to approximately $500,000 in 2015.
"We are always looking for sustainable ways to maximize revenues at the property and capitalize on our considerable assets," said Ron Pellerine, general manager at the Chelsea Hotel. "With over half of our rooms out of service during the renovation, this became even more critical. With 18 different room types, upselling provided the greatest potential for recouping that lost revenue. TSA helped us to assess this potential and determined that we could more than double our internal upsell revenues at the front desk.”
"They can now clearly identify candidates for upselling and know which room types to propose to them, so it increases their effectiveness as well as ensuring guest satisfaction, which translates to loyalty and long-term revenue, as well."