Running a hotel today means balancing leaner teams, rising guest expectations, and constant pressure to drive revenue. The key? Efficiency that empowers your staff while creating unforgettable experiences for your guests. Here are four practical strategies to get you there.
1. Focus on What Guests Value Most
Today’s travelers don’t just want a place to sleep—they’re looking for personal, memorable experiences. According to CBRE’s 2024 Global Hotels Outlook, luxury and resort segments are thriving because of their focus on personalization.
Think beyond the basics. A family might value a poolside cabana, while a couple celebrates their anniversary with a private dinner. When you offer personalized options—like early check-ins, premium rooms, or curated packages—you create moments that guests will remember. And the results? Happier guests, better reviews, and more return visits.
Seamless upselling platforms can make this even easier. Guests see relevant offers at the right time, reducing friction and enhancing their experience with just a few clicks. Behind the scenes, these upgrades are delivered without adding stress to your team.
2. Empower Staff with Smart Processes
Staffing shortages remain a top challenge, with 75% of U.S. hotels reporting ongoing gaps. Efficiency isn’t just about doing more with less; it’s about empowering your team to focus on what truly matters—your guests.
For example, handling early check-in requests can be a source of stress when communication breaks down between the front desk and housekeeping. Streamlined systems prevent missteps, allowing teams to coordinate smoothly and deliver a seamless experience.
When your staff isn’t bogged down with avoidable bottlenecks, they’re free to deliver exceptional service. Small operational tweaks can go a long way in alleviating pressure and improving the guest experience.
3. Turn Data Into Actionable Insights
Every guest interaction generates valuable data. Are you using it to its full potential? Tools like upsell platforms provide insights into guest preferences, from which offers perform best to how much guests are willing to bid for upgrades. Over time, these patterns help you refine your strategy.
For instance, if spa packages consistently sell but dining upgrades don’t, that’s an opportunity to adjust your offers. By building a clearer picture of demand trends and learning from guest behavior, you can make more informed decisions around room rates, ancillary offers, and resource allocation.
Better use of data doesn’t just reduce guesswork—it builds confidence in your decisions and helps you plan smarter during budget season and beyond.
4. Choose Technology That Works for You—Not Against You
Hotel managers shouldn’t have to wrestle with tools that complicate workflows. To deliver real value, technology needs to be intuitive and integrate seamlessly with your existing systems, like your property management system (PMS).
Take a Front Desk Tool that provides insights into guests’ pre-arrival interactions. It allows agents to make thoughtful, personalized upsell offers during check-in—not as an extra step but as a natural part of their routine. When technology fits effortlessly into your team’s workflow, it empowers staff to enhance efficiency and improve service quality without added stress.
Guests don’t notice the behind-the-scenes effort—they just know when everything feels seamless. From a smooth check-in to personalized offers or quick responses to requests, these moments create the impression that your operation runs effortlessly, even during peak times.
Think Beyond the Room
Revenue is important, but the real opportunity lies in looking beyond room rates. Shifting from RevPAR to TRevPAR means making the most of every part of your property—whether it’s room upgrades, late checkouts, or dining offers.
By addressing staffing challenges with automation, delighting guests through thoughtful personalization, and using data to guide smarter decisions, you can create a strategy that doesn’t just boost revenue but transforms the entire guest experience.
Curious about how these strategies could work for your property? Explore more at Plusgrade.com.
About Plusgrade
Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As the ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world. For more information, visit Plusgrade.com.
