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STAAH Blog

  • Home
  • MANAGEMENT
    • Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

      The Top Traits of Exceptional Hospitality Professionals

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • Seamless Integrations: Enhancing Hotel Operations with Advanced…

      Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

      Tapping into Wellness Tourism: A Hotelier’s Guide

  • News
    • Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
    • The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

      STAAH boosts Indonesian resort’s direct bookings by…

      Nova Express Pattaya expands online visibility with…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

      BLAAH BLAAH @STAAH with Dia Mirza

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      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

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      STAAH Webinar: Manage Revenue Mastery: How to…

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Upselling – The New Challenge for Hoteliers Nowadays

5 January 2022
KAI Upselling 1

With the penetration of travel technology, travellers are getting used to booking a hotel room online, planning their travel itinerary online and even purchasing destination tickets online. STAAH Upselling partner KAI shares with us tips on Upselling and how it’s a new challenge for hoteliers.


This brings about convenience and increases efficiency for both travellers and service providers. But at the same time, it creates multiple new challenges for hoteliers such as upselling.

The Challenges Hoteliers are Facing

Firstly, the convenience of online shopping reduces communication opportunities between guests and hotels. Guests are used to searching for a hotel on an OTA website and finding out more information over search engines. This reduces the need to talk to the hotel for booking confirmation. It is certainly convenient for both guests and hotels, but the hotels are losing the opportunity to introduce their unique products and services. This results in the guests having fewer chances to include the hotel’s services and products into their itinerary.

Secondly, content is the king in this internet era. Many parties are trying their best to provide valuable content on their websites, blogs and social media to draw travellers’ attention. Such an influx of online content will definitely dilute the exposure of hotel products and services.

Last but not least, the behaviour of new generation travellers are changing. Since they can easily search and access information, they are not as patient as their parents. Upon check-in, they prefer to explore interesting products by themselves in the comfort of their own rooms as opposed to recommendations by the front desk staff, meaning you are missing out on the last opportunity to upsell your guests.

How to upsell your guests effectively?

KAI Upselling 2

What is an effective way to upsell to your guests? What is the revenue strategy for ancillary services?

Firstly, we need to extend our upselling window from the time of check-in to the entire guest journey. Based on a study of guest journey behaviour, it is shown that guests will start to plan their itinerary after booking their air tickets and hotel rooms. Once a guest has confirmed a room booking with your hotel, this is the best time for upselling.

With this change, hoteliers must understand that the front desk is no longer the only party responsible for upselling – Reservation, Concierge and Guest Relationship departments all play a part.

Next, proactively engaging your pre-arrival guests is critical. Don’t forget the unchanged rule of hospitality is “Taking Care of People”. Proactive engagement shows your interest and care to your guests and gives them a good first impression even before they arrive at your hotel. Leveraging technology, hotels can engage with their pre-arrival guests in a proactive and personalised way without investing additional human labour.

AI-in-hospitality-industry-

Furthermore, personalisation is an effective way of increasing guest satisfaction and building a closer relationship with your guest, resulting in your guests’ willingness to spend more time and money within your hotels. This can be enhanced, using AI (Artificial Intelligence) technology, through recommending relevant services and products by identifying guest segments and behaviour.

The Best Practice

Nowadays, hotels are using technology to personalise their guest engagement and upselling. This shows the potential of increasing revenue via system automation. Below are two good examples.

Upselling transportation by getting arrival information

KAI Upselling 3

Hotels are getting arrival information of their guests to prepare a personalised arrival and check-in. With the information the hotel has received, a pickup transfer offer will be delivered to guests who haven’t arranged their own transfer upon arrival using KAI.

Upselling Spa package by knowing guests’ interest

By knowing the interests of the guests, they will be segmented into different interest groups. For example, a guest more interested in spa will be more likely to purchase spa deals you have to offer. Through KAI’s smart algorithm, we present the most relevant products to your guests based on their interests.


About KAI

In today’s hotel industry, your guests are looking to customise their stay with personalised experiences. KAI enables your hotel to upsell your guests the right way, increasing revenue and guest experience through upselling via personalised guest journey engagement.

For more information, visit here

Upselling – The New Challenge for Hoteliers Nowadays was last modified: June 9th, 2022 by Nashi Dasgupta

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