Cross-selling in hotels is when a hotel sells other products or services to their guests that go well with the primary service they have booked. The aim is to increase guest satisfaction and revenue by promoting relevant add-ons, such as spa treatments, dining options, or room upgrades during or after the booking process.
Cross-selling can happen in different places in a hotel, such as the booking engine, front desk, guest room, or digital concierge platforms. Staff and digital systems can identify guest needs and suggest relevant services.
For example, a guest booking a room for two nights might be offered a romantic dinner package or airport transfer.
To successfully sell additional products to guests, you need to collect the right information about them, choose the right time to do it, and make sure that the products are relevant to them. It works with the Property Management System (PMS) and Customer Relationship Management (CRM) tools. This means that the offers are based on what the guests are interested in.
Viqal's AI communication tools can detect what guests want to buy through natural language and automatically suggest suitable additional products or services in their conversations. This improves both the guest experience and hotel revenue without the need for manual effort.
Cross-selling and upselling are different. Upselling is about selling a higher-tier product (e.g., a suite instead of a standard room). Cross-selling is about selling complementary products (e.g., late checkout or dining).
