Imagine this:
A guest walks into your hotel, already excited because they’ve secured a sea-view upgrade, a cold bottle of their favorite wine in the room, booked dinner for two at your restaurant, and a late check-out that lets them enjoy a leisurely morning. All of this was arranged before they even arrived.
Sounds like a dream, right? Pre-stay upsell calls can make it a reality—not just for your guests but for your bottom line too. Let’s dive into why these calls matter, how to do them well, and how you can make them a breeze.
Why pre-stay calls matter (Yes, they’re worth it!)
Pre-stay calls are more than a courtesy—they’re a game-changer for your hotel. Here’s why:
1. Boost revenue by up to 20%
- Offering personalized upgrades or packages before check-in can significantly increase revenue. Guests are more likely to say “yes” to a romantic dinner package, spa treatments, or early check-in when it’s framed as part of their unique experience.
2. Make guests feel special
Who doesn’t love being treated like a VIP? A pre-stay call lets you show your guests that their comfort and preferences are a priority. It’s the first step toward an unforgettable stay.
3. Streamline operations
By addressing special requests in advance, you’ll reduce the pressure on your front desk team during busy check-ins. Plus, guests who’ve already made decisions during the call are quicker to settle in.
From the guest’s point of view
Guests love pre-stay calls because they:
- Feel heard and valued. (“Wow, they really get me!”)
- Avoid spending time at the reception after the trip and the hassle of decision-making at check-in.
- Get a sense of excitement and anticipation about their stay.
Take Anna, for example. She’s traveling for business, and during the pre-stay call, your team offers her an upgrade to a quieter suite and pre-books her a table at the restaurant. Anna’ s response? “Yes, please!” Now, she’s already impressed, and she hasn’t even arrived yet.
Challenges you might face
On the surface, making a quick call to guests before their arrival seems like a simple and effective way to enhance their experience and boost revenue. Yet, surprisingly, very few hotels actually do it.
Why?:
1. Staff resistance
Your team might feel nervous about making sales-oriented calls. They’ll need not only training, but additional support to feel confident.
Just look at what these calls are worth to the front-desk staff.
2. Time constraints
During peak hous, finding time for upselling on reception can be tricky, but you can make it previous.
3. Personalization gaps
Without enough guest data, calls can feel generic, reducing their impact.
4. Quality hospitality
There’s a fine line between being helpful and being pushy. Striking the right tone is key to ensuring guests feel cared for, not pressured.
How Hishoo AI makes it easier (and more effective)
This is where Hishoo steps in, making pre-stay calls smoother, smarter, and more successful:
1. Personalized Insights
Hishoo AI may analyze booking details and past stay preferences to suggest tailored upsell opportunities. It’s like giving your team a cheat sheet for every call.
2. Real-time guidance
Hishoo provides live prompts and recommendations during the conversation, helping staff know exactly what to say and when and feel confident.
3. Time-saving tools
Forget manual note-taking. Hishoo automates data analysis and notes so your team can focus on delivering a great guest experience instead of writing.
4. Consistency across the board
With Hishoo, every guest receives the same level of care and personalization, no matter who makes the call.
5. Actionable data
Hishoo tracks outcomes, so you can see what’s working, refine your approach, and maximize your ROI.
What’s in it for you?
By implementing pre-stay upsell calls (with a little help from Hishoo), you’ll see tangible benefits:
- Higher revenue: Personalized offers lead to better conversion rates and more ancillary income.
- Happier guests: A seamless, tailored experience earns glowing reviews and repeat bookings.
- Efficient operations: Resolving guest needs in advance keeps your front desk running smoothly.
- Stronger Team Performance: With Hishoo guiding them, your team can confidently deliver top-notch service.
Let’s get started
Pre-stay upsell calls aren’t just a nice-to-have—they’re a proven way to increase revenue, improve guest satisfaction, and simplify operations.
Ready to take your hotel to the next level? Hishoo AI is here to help. Let us make pre-stay calls effortless and effective so your team can focus on what matters most: creating exceptional guest experiences.
Contact us today to learn more or schedule a demo.
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