Historic 5-star London property listed among top three hotels in the U.K. vying for “Front of House Team of the Year” in prestigious industry award competition for 2014
LONDON- DECEMBER 1, 2014 – In the 2014 Hotel Cateys, the premier award competition recognizing outstanding performance in the U.K. hospitality industry, the St. Pancras Renaissance Hotel London was honored to receive a spot on the shortlist of the country’s top three hotels in the category of “Front of House Team of the Year.” Announced at the annual awards ceremony on November 28th, this award acknowledges the commitment of a hotel’s front desk team to enhancing the guest experience and maximizing property revenue. The St. Pancras team garnered particular praise for their successful upselling ability, a factor that hotel leadership credits to the property’s decision to implement globally-renowned TSA Solutions, a leading provider of measurable and sustainable revenue performance enhancing solutions for the hotel industry.
The flagship property of the Renaissance brand in Europe, St. Pancras Renaissance Hotel London management is held to stringent standards of both revenue performance and guest satisfaction. To that end, management made a decision in 2011 to implement a professional upselling training and performance measurement program by TSA Solutions. By tailoring its approach and methodology to best address the hotel’s specific goals, as well as the needs of its discerning guests, front desk upselling performance soon spiked dramatically. Year-over-year performance and revenue numbers have nearly doubled since the program’s initiation three years ago.
“Since working closely with TSA Solutions, our property has consistently remained within the top percentage of London hotels, when comparing front desk performance,” said Christian Masters, Front of House Manager at St. Pancras Renaissance Hotel London. “With a current average of over 20 percent of premium categories sold through front desk upselling, we are certain that equipping our team members with expert knowledge and effective strategies proved to be a vital factor in being shortlisted for the Hotel Cateys award, and we are extremely proud that the team was recognized in this prestigious competition.”
With a combination of proven upselling techniques and performance measurement tools, TSA Solutions is credited with spearheading the dramatic rise in the number of upgrades sold, including high-end chamber suites as well as Internet and breakfast add-ons. As a result, St. Pancras Renaissance Hotel London has seen an upsell revenue increase of 153% for the first three quarters of 2014, as compared to the same time period in 2012.
“Our hotel partners’ successful performance is our reward, and we are especially pleased when their employees are recognized and rewarded for the successful application of our in-depth upsell training techniques,” said Hannah Moxom, Director of Business Development UK at TSA Solutions. As the success of the St. Pancras Renaissance demonstrates, hotels can in fact generate increased revenue from paid upgrades while enhancing guest satisfaction. With the right upselling methodology in place, front desk staff can accurately match the hotel offering to a guest’s needs in order to maximize the guest experience.”
As part of its unique hands-on approach, TSA Solutions provides hotels with dedicated consultants who visit each property on a regular basis to ensure that positive results remain consistent and long term. Together with the company’s unmatched industry knowledge and experience, this results in partner properties experiencing a continuous rise in upselling revenue. In fact, TSA’s universally proven upselling strategies have helped many of the world’s most recognizable hotels capture more than $200 million USD in incremental revenue annually with an average 2% increase in RevPAR. For more information, please visit www.tsa-solutions.com.
