On Wednesday, I had the honor of serving as panel moderator at Hospitality Asia's 6th installment of the Hospitality Philippines Conference held at the Marriott Manila. Our discussion, which fell under the Revenue Management rubric, focused on cutting-edge techniques for upselling guests at hotels. I was especially happy to talk about these intricacies with distinguished panelists with whom I've worked before.
On our panel, we had:
Shangri-la Hotels and Resorts' Suzette Go, MBA Seda Hotels' Christian Benedict Canda Maria Clarissa Clavo Delos Ama , of Art of Hospitality Management & Consultancy, Inc., or "Issa" as she is most well known.
Issa started off by talking about how upselling has changed over time. She said, "Upselling has evolved from offering only cosmetic enhancements to rooms to planning comprehensive adventures for visitors. Technologies like virtual reality (VR) previews and locally tailored experiences not only benefit guests but also help hotels build stronger relationships with their target audiences.
Christian spoke on the effects of data analytics and personalization. He predicted that the hospitality industry was about to enter a new era in which upselling was predictive, proactive, and highly tailored, thanks to advances in artificial intelligence and data analytics.
When asked about the Ethical Considerations of upselling, Suzette pointed out that while revenue is important, it is necessary to ensure that upselling is handled responsibly. It should never feel like an imposition and should instead improve the guest's stay.
Christian then discussed the value of recognizing and appreciating employees. "While incentives play a role," he said, "it's recognition that truly uplifts the spirits of the staff, fostering a sense of achievement and motivation."
I took a moment to share insights from Daniel Pink's TED talk on motivation. Pink suggests that traditional incentives might not always be the primary driving force. Instead, motivation is multifaceted, encompassing aspects like autonomy, mastery, and purpose. In the hospitality context, this translates to empowering our staff with decision-making freedom, tools to master their roles, and a clear understanding of their contribution to a larger mission.
Our discussion also explored the nuances of Digital Platforms, the balance of Guest Experience vs. Revenue, Holistic Approaches to upselling, the distinction between Global vs. Local strategies, the Long-Term Impact of effective upselling, and joint thoughts on the Future of Upselling.
Our discourse was a treasure trove of insights, and I'm deeply grateful to Suzette, Christian, and Issa for their invaluable contributions. I'm looking forward to continuing to share and learn with everyone of you, and I hope that those of you who weren't able to attend will consider doing so in the future.
Comentários