Courtyard by Marriott Hong Kong Sha Tin has tripled its guestroom upselling after implementing the TSA Solutions front desk upsetting program. The program is based on a combination of skills training, technology and ongoing performance management tools that help hotels generate greater revenues and higher guest satisfaction scores.
At Courtyard by Marriott Hong Kong Sha Tin, successful premium rooms upselling rates jumped from 20 percent to 77 percent in the first month.
The front desk upsetting program uses 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.