The following article explains the difference between performing a complimentary upgrade and upselling a guest, and outlines the steps for each process.
Upselling versus Upgrading
What is the difference between Upselling & Upgrading?
- Upselling : when you sell a higher room type to a guest for a higher price. For example: Mr. Smith originally booked a Standard King Room and upon check-in agrees to pay an extra $50.00 per night for the Deluxe King Room.
- Upgrading : when you move a guest to a higher room type for free. For example: Upon check-in you learn it is Mr. & Mrs. Jones's Anniversary, and you decide to complimentary upgrade them from a Deluxe Room to an Executive Suite.
How to perform an Upsell during Check-In
If you are upselling a guest, ensure to click on the appropriate guest reservation (ensure the black arrow is pointing towards the correct guests name). Either double click on the Reservation, or select the "Change Res" button at the top of your screen.
If you need to make any changes to the Arrival/Departure Date or number of people do so at this point. Next, select the "Refresh" button to upload the available inventory & rates.
In this example, Mr. Marshall was originally paying $110.00 per night for a Standard King guestroom (SK) but has agreed to pay for an upsell to a Deluxe King (DK) at a rate of $135.00 per night.
NOTE: For reporting accuracy purposes you should avoid always avoid using Manual Rates if possible.
Next, check the appropriate Room Type box in the "Book" column and then select OK to complete the change.
How to perform an Upgrade during Check-In
If you are complimentary upgrading a guest during check-in, you can do it directly within the Check-in Box.
- Ensure to click on the appropriate guest reservation (ensure the black arrow is pointing towards the correct guests name)
- Select the "Check-In" button at the top of your screen.
Viewing Available Rooms
Next, check the "Show All Available Rooms" box in the top left hand corner of the screen and then click the [...] button located to the right of the room number drop down box.
Choosing a new room
A list of all available rooms for every room type will appear. Locate the Room Number & Room Type that you wish to upgrade this guest too. In this example, we will be upgrading Mrs. Hartley to room 301 (EKS).
NOTE: This box also shows you the Housekeeping Status of each of the guestrooms.
- Green - Inspected
- Yellow - Clean (but not Inspected)
- Red - Dirty
Select the OK button to change the guest reservation.
The Check-In screen will now reflect the selected Room Number. Proceed to select the "Check-In" button to continue the check-in process.
We can see that Mrs. Hartley is now checked-in to room 301, which is the upgraded EKS room type but yet her rate has remained the same, $135.00 per night, and did not increase when we changed her room type.