Luxury Swedish property notes increased revenue from premium guestrooms and amenities after implementing TSA Solutions’ Front Desk Upselling program.
STOCKHOLM – August 26, 2014 – TSA Solutions, a leading global provider of measurable and sustainable revenue performance enhancing solutions for the hotel industry, has been credited with significantly enhancing the upselling abilities of the front desk team at the Hilton Stockholm Slussen through its Front Desk Upselling Program (FDU), resulting in a significantly increased uptake in higher room products and amenity upgrades by arriving guests. As a property that offers breathtaking views of Sweden’s capital city and its historic Riddarfjarden waterfront from most premium guestrooms and suites, the Hilton Stockholm Slussen shares the common challenge of demonstrating the true advantages of its upgrade offerings to guests who book online or remotely. However, that issue is easily resolved once a guest arrives and meets in-person with front desk team members who are extremely well trained by TSA to recognize a guest’s need for an enhanced stay experience.
“In the initial booking process for the majority of guests, their primary objective is to keep their travel costs as low as possible,” said Jan Mayer, acting General Manager at the Hilton Stockholm Slussen. “However, once they arrive and can see for themselves the stunning views and added amenities that are available for sometimes a nominal upgrade fee, they are more amenable to the additional cost. This is a win-win situation for both the property and guests, as they experience a more satisfying and enjoyable stay, and we reap the rewards of added revenue.”
Upon taking on his current role at the Hilton Stockholm earlier this year, Mayer recommended TSA Solutions’ Front Desk Upselling program, based on his previous experience at another property where it had been tremendously successful in generating increased RevPAR. Since its implementation in May, TSA’s proven upselling methods including coaching sessions along with daily and monthly performance measurement, have equipped Hilton front desk personnel with the tools, confidence and motivation needed to identify and match guest needs with appropriate room type and service upgrades.
“Having personally witnessed the results of TSA’s program, I was fortunate to have understood how implementing their proprietary training methodology can lead to significant revenue growth,” said Mayer. “Upon joining the Hilton Stockholm, I concluded that a property with such desirable amenities which include striking scenic views and a variety of guestroom types, stood to gain substantially from working alongside TSA. The resulting boost in upselling confidence among our staff along with increased interest by guests in adding value to their stays, has only reaffirmed my faith in the program.”
“Mr. Mayer saw an excellent opportunity to drive further incremental revenue at the Hilton Stockholm Slussen, and we are pleased that we have been able to assist them in reaching these goals,” said Hannah Moxom, Director of Business Development for TSA Solutions. “With the full operational team now onboard, the results are, in fact, exceeding projections. Since front desk upselling is not yet widely utilized by Scandinavian hotels to optimize their revenue, team engagement and guest satisfaction, we see great potential for further expansion and growth in the Nordic region.”
With many loyal clients around the world, TSA Solutions is staunchly committed to forming long-term working relationships with its hotel partners. A key factor in the success of its FDU program, TSA combines its proven training techniques with daily and monthly performance measurement tools, reports and monthly calls to ensure that the program maintains the necessary momentum to guarantee ongoing success and ROI. A dedicated TSA Performance Consultant stays engaged for the duration of the partnership – both onsite and remotely – to ensure continued success.
With operations spanning the globe, TSA’s universally proven upselling strategies are tailored to accommodate cultural differences determined by a hotel’s regional location and customer base, ensuring maximum effectiveness of the program’s implementation. For more information about TSA Solutions, please visit www.tsa-solutions.com.
