A 5-Star deluxe hotel
The Brief:
The property wanted to improve their Average Daily Rate as they were not competitive when compared with contemporary properties in their location. They did not want to jeopardise customer service at the front desk or conversions in the reservations office.
Claviga Discovery:
Claviga set about researching and analysing the property's competitive data and realised hotel room data. A thorough examination of the budget, forecast and sales processes existing in each of the departments resulted in the discovery that considerable opportunities existed for 'upselling' and conversions.
The Claviga Solution:
A project was agreed and initiated which involved training workshops for all reservations and front desk staff. This workshop included a 'revised product knowledge' session and training on special skills to convert shoppers into bookers. It also targeted upsell opportunities at both reservations as well as at the front desk.
The workshop was followed by coaching of the teams, both at a one-on-one level and team level to secure the longevity of the solution and to ensure comfort in applying their newly acquired skills in their working environment.
The final part of the workshop was to revise the room rate and supplement structure for each of the various room categories to further maximise the return based on the newly integrated sales process.
Claviga Follow-up:
Processes were put into place to measure each individual's daily upsell results which were then compiled weekly and monthly to create relevant statistics for management to support progress with an incentive scheme. The data generated became an important source of information for future amendments in rate structure and sales strategy.
Outcome:
Within just 16 weeks, over EURO 185,000 in incremental room revenues had been achieved for this property from the Reservations department and Front Desk. Conversions from shoppers into bookers at reservations increased and numerous guests commented on their positive experience and their increased 'satisfaction' with staff during the check in process.
And last, but certainly not least...
'there has not been any staff turnover since the start of the Claviga Programme and subsequent introduction of their incentive scheme'.
