CASE STUDY:How One Front Desk Manager Dramatically Increased Upsell Revenue

The Leader in Hospitality Merchandising Technology

The Challenge

“CheckIn Merchandising™ tripled last year’s upsell revenues.” Julissa Rivera, Senior Guest Services Manager, Wyndham Grand Rio Mar Beach Resort & Spa

When Julissa Rivera, Senior Guest Services/Front Office Manager at Puerto Rico’s Wyndham Grand Rio Mar Beach Resort & Spa, reviewed the resort’s 2016 revenues, she knew they could do better.

“Before we ‘CheckIn Merchandised’ the front office, our team was very disinterested in upselling,” she said. “They found the process to be too cumbersome because they had to navigate to different screens for inventory, the rate calendar and the arrival screen. As a result, the front office had very little participation in upselling, and the hotel captured minimal revenues.”

She wanted agents to re-engage, “know their guests” and become comfortable with upsells. She also hoped to streamline commissions and manual reconciliation.

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The Solution

Results

The resort began training agents on Nor1’s CheckIn Merchandising™, a system that intelligently generates upsell offers on the spot at check-in, and there was a huge increase in upsells.

Rivera liked that the application provides more options to more guests. “And it’s very user-friendly,” she said.

Agents say the system – which calculates the best room at the best price based on availability at that moment – makes it much easier to offer upgrade options. “I like that everything is in one place,” said one agent.

Rivera also found that CheckIn Merchandising™ offers program manager reports and an in-app reporting feature that made her job easier.

Rivera was thrilled to see that upsell revenues increased three-fold.

Eighty-six percent of agents upsell now, and each averages $4,000 in upsells per 90-day period.

• Increase in upsell revenue YOY after CheckIn Merchandising™ June 2017/June 2016: 314% July 2017/ July 2016: 340%

• Average upgrade revenue per night: $ 44.82• Average value of upgrade: $134.46

“Agents really responded to CheckIn Merchandising™,” said Rivera, “and the application keeps the team engaged.”