Hospitality Management
Article | July 19, 2023
The past year has been one of the most challenging for the travel industry. We saw the end of the expansion of the sector replaced by uncertainty, but it has reinforced our mission to bring the industry together to respond to travelers’ needs.
Our industry is famously resilient. Following the initial shock of the pandemic and the reduction of global travel volumes, the industry has rapidly adapted. Despite the challenges of this crisis, there is cause for much optimism because of two fundamental reasons: people’s innate love for travel and the creativity of our industry. Both will help to harness new opportunities for our industries as we rebuild.
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Hospitality Management
Article | July 4, 2023
The travel industry is reviving. Tourist spots across the globe are packed with excited explorers. Though it feels like everything is going back to normal, the way people travel has changed. The hospitality tech revolution is making mundane tasks easier and the customer experience richer.
Most travelers prefer self-service over waiting to be served. Online planning and bookings have picked up pace, so have contact-less check-in and 24/7 digital concierge. Hotels must swiftly meet these evolving demands or risk losing in the race. They must incorporate technology into their day-to-day operations to eliminate human error, increase their service efficiency, and, above all, offer an outstanding customer experience.
One of the technology trends reshaping the travel and hospitality industry is digital concierge—hotel chatbots that bring the concierge desk into the palm of a guest’s hand. Convenient, right?
A Sneak Peak into Hotel Chatbots
Hotel chatbots are software applications that communicate with your hotel’s website page visitors and resolve their queries. They are either programmed to behave a certain way or can be AI-powered. Programmed chatbots are configured to answer a limited set of questions. However, they can collect visitor information so your customer executives can get in touch with prospects to resolve their queries or provide them with booking assistance.
On the other hand, AI-powered chatbots use NLP (Natural Language Processing) and ML (Machine Learning) to analye human behaviour and accordingly answer questions.
Digital Concierge Brings in Conversions
Personalized communication forms the crux of customer experience. A desired, non-intrusive interaction between a guest and a chat bot can create strong engagement and help the guest to make a booking at your hotel. In such cases, the bot will forward the booking inquiries directly into the IBE (Internet Booking Engine) and strengthen your direct sales. 30-50% of the chatbot-prospect interactions result in IBE forwarding of booking inquiries. This statistic shows how accepting the guests are of the chatbot’s services. (Source: DialogShift, Olga Heuser)
Chatbots can also be integrated into social media platforms and instant messenger platforms so that guests can directly make bookings from a platform of their choice.
How are Hotel Chatbots Redefining CX?
Apart from bringing in revenue through direct sales, hotel chatbots also create a solid customer experience for the guests, so they don’t go home unsatisfied and give you a good review online.
Here are the ways in which they enhance the customer experience:
24/7 Availability- Chatbots promptly respond to guest queries round the clock
Multi-Lingual Support- Languages are not a barrier for them
Efficiency- They lighten your hotel staff’s load of answering guest queries
Customer Retention- They collect guest information, which helps in retention and follow-up
Brand Awareness- They are brand representatives and increase brand awareness through responsiveness
Additionally, AI- powered chatbots can also:
Highlight the hotel’s special features upon check-in
Recommend places and activities to do around the hotel with pictures and links
Request feedback from guests about services
Assist with table reservations or pool-side orders
The Cosmopolitan, Las Vegas Used Rose to Impress Guests
The introduction of Rose, a smart chatbot that converses with guests on The Cosmopolitan’s website, changed the game for the hotel. The bot’s playful personality wooed hotel guests. Those who made a booking directly from the website ended up spending 37% more than those who did not engage with her.
Let’s Wrap It Up
A hotel chatbot refines the concierge experience for guests through rapid response times and enhances your hotel’s AI marketing efforts. It can be an invaluable asset for hotel business owners looking to stay ahead in the race.
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Hospitality Management
Article | June 29, 2023
Leverage upselling and cross-selling techniques to elevate hospitality & tourism businesses. Discover the strategies used to boost revenue by adapting upselling and cross selling techniques in hotels.
1. Introduction
2. Cross-selling Vs Upselling: Which One Is More Optimal?
2.1. Defining the Two Techniques
2.2. The Key Differences
3. Combining Both the Techniques to Improve Revenue
4. Importance of Implementing the Techniques in Hotel Businesses
5. Conclusion
1. Introduction
The hospitality industry is highly competitive, and hotels must find ways to boost revenue beyond room rates and taxes. The key to success in this field is to tailor offers to each customer and encourage them to spend more than they had planned. Cross-selling and up-selling are two effective methods of increasing sales.
This article explores these methods' nuances in the hospitality sector. By dissecting the advantages of cross-selling and upselling, we can better understand when it makes sense to implement these tactics for maximum profit. The potency of upselling and cross selling techniques in hotels to improve the business and offer enhances guest experiences.
Cross-selling Vs Upselling: Which One Is More Optimal?
In the hospitality industry , maximizing revenue and enhancing guest experiences are paramount, and whether to prioritize cross-selling or upselling is a question. While often used interchangeably, these sales techniques hold distinctive positions within the buyer journey.
2.1. Defining the Two Techniques
Upselling is a sales approach that offers customers a higher-priced or upgraded service or product that aligns with their interests and preferences. In the hospitality industry, it may encompass enticing guests to upgrade their room selection, such as transitioning from a standard room to a mini-suite, either during the booking process or afterward. Additionally, it may involve presenting guests with hotel packages that provide added value and amenities compared to standalone bookings. The aim is to elevate customers to a higher price category and ensure they enjoy an exceptional stay experience.
On the other hand, cross-selling entails encouraging guests to purchase supplementary products or services related to their existing purchases. For instance, this could involve offering a spa package or a romantic dinner to enhance their stay. Cross-selling opportunities in the hospitality industry can include add-on activities like city tours or bicycle rentals, in-room extras such as upgraded amenities or specialized equipment, on-site spa and fitness services, food and beverage options such as dining discounts or meal packages, and other hotel services like complimentary parking or transportation.
2.2. The Key Differences
1. Strategy: Upselling focuses on communicating value to customers, persuading them to opt for a higher-priced or upgraded service or product. The emphasis is on showcasing the benefits and added value of the upsell, ensuring customers see the value in paying extra for a superior experience. On the other hand, cross-selling aims to appeal to impulse buying by enticing customers to purchase additional, related products or services that complement their original purchase.
2. Timing: Timing is crucial in both upselling and cross-selling. With upselling, the timing is most effective when done pre-arrival, ideally a week or two before the guest arrives at the hotel. This allows customers to anticipate their upcoming stay and consider upgrading their room or adding extra amenities. Cross-selling can be implemented post-booking, such as during check-in or through targeted email campaigns when customers have already committed to their initial purchase and are more open to additional offers.
3. Value Perception: Upselling techniques relies on effectively communicating the value and benefits of the upgraded or higher-priced offering. Guests need to see the value in paying extra for the enhanced experience. In contrast, cross-selling often involves appealing to customers' desire for convenience or enjoyment by offering travel management services that enhance their stay without necessarily requiring a significant increase in expenditure.
3. Combining Both the Techniques to Improve Revenue
Cross-selling is the most effective post-booking and can be implemented in various ways. Firstly, it can be done at the hotel reception during check-in, where guests can be offered add-on items. Secondly, sending an informative email before arrival to highlight additional services is another compelling cross-selling opportunity. Lastly, when guests express interest in a particular service, it presents an opportunity to introduce them to other relevant options.
Upselling, however, is particularly effective when implemented pre-arrival, ideally a week or two before guests arrive at the hotel. This technique can be deployed during the browsing and booking, where customers can be presented with room upgrades and add-on items. It is also fruitful to inform customers about better room options at affordable prices before their arrival, tapping into their anticipation for their upcoming vacation. Furthermore, during check-in, providing guests with information on enhancing their stay by spending a little extra can generate additional revenue.
To combine the power of both techniques efficiently, companies must employ specialized software. This software automates room upgrades and the promotion of additional ancillaries, providing customers with the convenience and freedom to choose and bid on attractive upgrades before arrival. Advanced customer journey analytics, such as software offers, enable personalized product offers, increasing sales and hotel revenue.
4. Importance of Implementing the Techniques in Hotel Businesses
Implementing upselling and cross-selling techniques is vital for hotel businesses, apartment rentals, and hostels. Hotel upselling techniques and cross selling techniques establishments possess unique opportunities to capitalize on these strategies, similar to how airlines offer seat upgrades, meal additions, and car rental options. When choosing accommodations, travelers invest considerable time and thought into finding a place that aligns with the desired ambiance of their trip. As hosts, this presents an ideal opportunity to offer additional products and activities that complement the property's offerings.
Unlike airlines, hotel properties often indicate the activities that guests might be interested in, allowing hosts to select the most relevant products to offer. This could involve tailored offerings such as private guided tours to popular tourist attractions or unique underground graffiti tours based on the guests' preferences and digital travel persona.
By providing personalized offerings that cater to the customer's needs, hotel businesses enhance the overall guest experience and deliver excellent service. Activities constitute the third-largest segment of the travel industry and are continuously growing. With data revealing that 46% of travelers engage in sightseeing tours, it becomes evident that upselling and cross-selling will play an increasingly significant role in the hospitality industry.
5. Conclusion
In the incredibly competitive hospitality industry, implementing upselling and cross-selling techniques is crucial for hotel businesses. By understanding the nuances and distinctions between these strategies, hotels can target customers strategically and increase revenue streams beyond room rates and taxes. Cross selling techniques encourages impulse purchases by offering additional products or services related to the initial investment. By combining both techniques with specialized software, hotels can personalize their offerings, automate their promotions, and provide a seamless experience for their guests. This strategy not only increases revenue but also caters to guests' various preferences, resulting in increased satisfaction and loyalty. As the activities segment of the travel industry continues to expand, the importance of upselling and cross-selling in hospitality management is anticipated to continue rising. In addition, deploying innovative business travel technology solutions can improve hotel businesses in hospitality industry.
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Business Travel
Article | December 10, 2020
As every department is going through digital transformation in travel companies, finance processes are no exception. The advancements in technology are influencing how travel expense management is evolving. Technology is widely affecting how travel expenses are captured, submitted, audited, processed, and reimbursed. The automated travel expense management is helping most of the corporate travel companies with inclusion of the latest travel management and expense management tools.
In 2016, the share of corporate travel expense management was US$1.3 trillion; therefore, by 2023, it is predicted to hit US$1.6 trillion. Companies today are rethinking modern travel expense management policy and developing corporate travel expense management system including expense management best practices. They are actively using travel management and expense management tools to create a smoother workflow.
Looking at these developments in expense management policy, it’s important to understand what companies were facing before implementation of automated version of expense management system.
Main Hurdles While Managing Travel and Expense
Policy violations
Multiple layers of forms
Delayed submission of expense reports by employees
Increased processing cost
Lack of visibility into the process
Heaps of productive hours were wasted because of the manual processes involved in the expense management policy. Managing the excel reports and cross-verification for policy compliance resulted in increased costs. Delayed submission of expense reports caused late input tax credit claims, which affected businesses to generate revenue. Consequently, to minimize the hurdles of managing travel expenses, an automated travel expense management system, and some best practices for travel expense management were the need of the hour.
An Overview: Modern Travel Expense Management
Modern travel and expense management systems and its practices help employees manage the financial process in real and measurable ways. The system governs how the finance team spends company money on corporate travel and other related expenses. It includes an automated expense management process, which has drawn attention to seamless receipt generation, auditing, reimbursing, submission of finance reports, and cost savings.
To implement modern travel expense management, some best practices for travel expense management are suggested to help build a consistent workflow. Many corporate travel companies have included it to automate the expense management process but are little aware of practices that can enhance their workflow. In this scenario, it's important to know the importance of including the best practices for travel expense management.
Why Talk about Best Practices for Travel Expense Management?
In the finance department, various types of frauds such as multiple reimbursements, overstated expenses, fictitious expenses, and more always stay at the top of the mind for most CFO’s. A well-controlled travel expense management system helps prevent misuse of company assets and prohibits misconduct from dealing with such situations.
According to the Aberdeen group’s research, 43% of top travel companies and their CMOs consider T&E management a critical strategy for their company to handle travel expenses. In comparison, 48% of them say they “need to reduce expense processing costs,” which is why they implemented best practices for travel expense management.
Whether large or small, companies realize the potential benefits of a well-managed travel spend mechanism that had best practices for travel expense management to automate the expense management process. They invested heavily in expense management software, which helped them frame a consolidated expense management policy.
In the end, corporate travel policy best practices need to be tailored specifically to employees to create best-in-class expense management and improve performance. By following expense management best practices, you can also define and implement an accurate policy and ensure your employees implement potential tools to automate the expense management process. This will create an efficient finance process that will lead to a friction-free travel and expense management system. If you are updating your finance functions, this small expense management guide to the best practices for travel expense management will help you far to reach your goals.
Best Practices for Travel Expense Management
Create Ownership of the Policy
Before you start implementing T&E management as a critical strategy, defining ownership of the policy clearly is crucial. Ideally, your finance team needs to understand it thoroughly while using the best expense management software. Creating ownership of the policy will benefit as follows:
First: You will have clear ownership that will ensure that your finance team tracks the policy accurately and makes necessary changes to cater to corporate travelers and their requirements.
Second: Your employees will be able to address queries and concerns related to corporate travel a defined way. This way it will become easier for them to handle multiple queries at a time and cater to possible services.
Include Simple Policies
Your expense management policy should outline what it is accurately. It can only be practiced if you keep policies simple based on the company’s culture and its budget. Using the right travel management and expense management tools, your company’s travel expense management mechanism will be quick and easy for employees to work on expenses claimed by corporate travelers, submit, and audit them. Including simple policies will help employees track receipts through mobile applications and even upload them immediately. This entire process will help minimize errors and lessen receipt loss possibilities.
Accurate Expense Reporting
To include accurate expense management reporting is considered one of the most successful best practices for travel expense management. Around 30% of CFOs believe that to review expenses reporting for policy violation is the biggest pain point. As you automate the expense management process, the mechanism of expense reporting and expense claim management also gets smarter. There are multiple benefits to have a sound reporting system.
It gives budget creators a better understanding of how a specific travel expense budget is consumed.
Finance teams get a proper structure and create a defined spending pattern to identify transactions so that there are no fraud possibilities in the management system.
The reports under expense reporting become accountable because the total spends are available to senior management for a broad review.
Expense Payments Are Timely Processed
The right expense management software usage can help your employees process expense payments on time and faster to reduce errors. By implementing this expense management best practice, your employees can present expense reports timely to managers. An automated expense management system eliminates the tedious job of manually checking expense payment violations and encourages initiating flawless expense payment processing.
Creates Accountability
To keep accountability in expense management is vital for a finance manager. The automated travel and expense management system creates an opportunity to enable accountability option for your company’s expense plan so that managers are made aware of the transactions, submission of reports, expense claims, reimbursements, and more that are taking place. In order to gain high accountability in these areas, the new travel expense management process provides easy access to review and gives appropriate reports. You can easily implement this corporate travel policy best practice to your system and keep a check using expense management software that provides access via mobile applications. Practicing this will give your finance team more power and guide them to generate better revenue annually.
Conduct Regular Audits
By implementing this as best practices for your travel and expense management, you can efficiently conduct regular audits of the travel expense. Many CMOs have followed it and attained success while implementing it. Similarly, a regular audit also identifies areas of improvement and can point variances that could generate exemplary revenue. Practicing this in your finance process will also help uncover expense fraud. In this case, the Association of Certified Fraud Examiners’ (ACFE) reveals, 20% of small businesses and 13% of larger firms reported fraudulent expense reimbursements in 2019. The activities that were highlighted as
Access expenses
Non-characterized expenses
Fictitious expenses
Multiple reimbursements for the same expense
After putting your time and effort into recreating a new travel and expense management system and inculcating best practices for travel expense management in your company, it is crucial to choose the right ways to enforce it. Consistent use of best practices for travel expense management will let you save costs, and there will be no adverse impact on your company's budget. You can make effective decisions for your business as it eradicates your finance team's hurdles that were before.
Frequently Asked Questions
What is a travel and expense policy?
A travel and expense policy is a set of rules that covers the process of reimbursement and claims for expenses that are incurred by employees on corporate travel plans. This policy outlines how a company’s employees should set procedures for corporate travel.
What is business travel management?
Business travel management includes policies that set a company’s function in a strategic way. It includes various types of contracts made with airlines, hotel chains, rental car companies, and other business travel related management services.
What is expense management?
Expense management works according to two key elements—how a business pays for employee-initiated expenses and how to track all employee-initiated spending. In this, management of costs is included mainly for corporate travel, accommodation, meals, flights, and car rentals.
What is expense management automation?
Expense management automation encourages services like collection, storage, submission, reporting to function automatically. It implies the use of analytical tools to help companies maintain accountability and compliance through accurate tracking and reporting process.
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