It's utopia in my world of revenue management in hotels to work with a general manager and operations team with true passion for up-selling.
I am not talking about simply offering better room categories to guests. These hoteliers are taking it to the level of art in trying to increase guest spending by an extra euro here and there. Read on and be inspired by this unique hotel story.
Take the Townhouse Hotel in Maastricht - it has such a drive for delivering authentic hospitality and excellent guest service that I would like to share this inspiring success story with you.
In an earlier article about disruptive hotel business strategies I already referred to its warm welcome at the hotel with a cup of soup. It is such a simple gesture, but truly makes you feel appreciated as a guest when arriving at the hotel.
You instantly become more than just another check-in, you feel right at home.
The amazing experience of the Townhouse actually already starts before a guest arrives. Guests that have booked directly, or for which the email address is known, are contacted pre-arrival to inquire if there is anything else they will need during their stay.
Services such as parking, a larger room, including breakfast with bubbles, museum vouchers and romantic packages are offered. Anything that can be done to make the experience more memorable.
Upon arrival, guests are kindly reminded that there are many options to make your stay extremely pleasant. The lone business traveller is even offered a companion for the nights. Yes at Townhouse Maastricht you can rent a goldfish as roommate for a small fee per night!
Don't you just love this original idea? Talk about setting yourself up for social media success. Just imagine the Tweets: "I'm in my room at Townhouse Hotel Maastricht, but not alone, here with my room-mate Blub the goldfish."
And during your stay, the owners smartly offer you coffee and cake at a special price in their Grand Cafe Soiron on the main square of the town. You are given a discount voucher clearly showing the location and are explained it is an ideal place to take a break while shopping or sightseeing.
No opportunity is missed to provide service and up-sell, enhancing the overall experience of a guest's stay.
This incredible hotel team understands there is more to the hotel business than the guest. The so-called home front can be an incrediblly important factor when it comes to repeat guests visits and word of mouth.
For example, during the weekend guests can buy a local Maastricht flan pie to take home.
At the moment they sell 30 to 40 cakes a weekend, generating an annual profit of Euro 11,000. This is what hospitality and entrepreneurship really is all about. They will expand this to weekdays as well and offer business travelers the chance to take a cake back home.
They will also sell flowers and some souvenirs and toys upon check-out.
Small touches such as those listed above illustrate when hoteliers truly understand service and the importance of up-selling to drive TREVPAR and the bottom line of the hotel.
It is not just the rooms that make money in a hotel. If a hotelier is creative, they can generate revenue in multiple, long-lasting and interesting ways.
NB: More on Xotels.