This makes it easier and faster for them to promote higher room categories and service add-ons. It also takes this task off the front office team’s to-do list and leaves them more time to engage with guests or handle other tasks.

Sell higher room types.: Their front office team attempted to upsell guests during check-in, but this only brought limited results. In-person upselling isn’t scalable, meaning they can’t offer it to every guest who has booked one of their lower room categories.

Offering a wider range: On-arrival upselling is limited to one or two pitches such as a room upgrade or a breakfast add-on. They wanted to customise guests’ stay when it was most convenient for them.

Streamline front desk workload: Expecting receptionists to spend this extra time during the check-in process and the last-minute room changes would have only added to the strain on the team. At that time, the hotel wouldn’t have been able to deliver this service at the standard they wanted.