Front desk management and team members attribute additional $150,000 in annual revenue to enhanced TSA upselling strategies
MINNEAPOLIS- MAY 27, 2015 – TSA Solutions, the industry’s premier training and sales revenue enhancing specialist, helped double upsell revenue at the Chelsea Hotel in Toronto in just a month, following implementation of its Front Desk Upselling program at the property in February. Recognized as Canada’s largest hotel, featuring 1,590 contemporary guestrooms and suites, the Chelsea Hotel has also significantly increased the overall effectiveness of its front desk team and began leveraging an increased ROI on its existing assets.
With a substantial investment in a recent renovation to the property resulting in the need to generate additional revenues, the decision to implement TSA’s services has led to increased performance abilities by the front desk team, who are now significantly more skilled at recognizing and catering to the specific needs of each guest. Within the first month of utilizing TSA’s training programs, the Chelsea Hotel dramatically increased its upsell revenue, despite the fact that less than half of its guestrooms were available, due to the renovation. As a result, the property expects its annual upsell revenue average of $350,000 to grow to approximately $500,000 in 2015.
“We are always looking for sustainable ways to maximize revenues at the property and capitalize on our considerable assets,” said Ron Pellerine, General Manager at the Chelsea Hotel. “With over half of our rooms out of service during the renovation, this became even more critical. With 18 different room types, upselling provided the greatest potential for recouping that lost revenue. TSA helped us to assess this potential and determined that we could more than double our internal upsell revenues at the front desk. “
Drawing on its proven results and experience in upsell training for hotels substantiated over the past 30 years, TSA Solutions provides partners with a series of detailed, yet user-friendly training programs that range from empowering the hotel team with essential sales skills, to planning effective sales strategies and action plans. By strengthening employee skills and implementing a focus on selling premium room types, properties such as the Chelsea Hotel are able to obtain substantial increases in both ADR and RevPAR.
“There have always been star upsellers on our team, but with TSA, we now have a full team of star performers” continued Pellerine.
“They can now clearly identify candidates for upselling and know which room types to propose to them, so it increases their effectiveness as well as ensuring guest satisfaction, which translates to loyalty and long-term revenue, as well.”
With 85% of loyal clients around the world, TSA Solutions is committed to forming long-term working relationships with its hotel partners. A key factor in the success of its Front Desk Upselling 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.
“TSA has proven to be a true partner for us at the Chelsea Hotel,” concluded Pellerine. “They have a vested interest in our success, so they don’t just deliver and walk away. They continue to work with the front desk managers and team to monitor the process and maximize the results of the program. Also, their reporting is top-notch, so management is always in the loop and well informed on how well we are doing, which allows us to incentivize the team. The program gives real validity to our managers, and provides clear parameters and specific expectations to the front desk staff, which is obviously a winning combination.”
For more information about TSA Solutions, please visit www.tsa-solutions.com.
