Front Desk Upselling Dilemma
You are the front office manager at a 150-room upscale hotel. It is a busy Friday afternoon, and the hotel is sold out for the night. You have a line of guests at the front desk. A guest approaches and asks for a room upgrade to a suite. You check availability and see that there is one suite left, but it is held for a VIP who is arriving later. The suite is priced at $299, while the guest is currently booked in a standard room at $199. The guest is a loyalty program member with silver status. The VIP is a top-tier platinum member who has stayed 50 nights this year. Your front desk agent is new and asks you what to do. The hotel's policy is to prioritize VIPs for upgrades, but the VIP has not guaranteed a suite; it was a request. The guest is willing to pay the upgrade fee. If you give the suite to the current guest, you risk upsetting the VIP. If you decline, you may disappoint the current guest. You also have the option to offer the current guest a different upgrade, such as a high-floor room with a view, at no charge. Your task is to make a decision that balances guest satisfaction and loyalty.
1. What should you do about the suite request?
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First, I would check the VIP's arrival time and whether they have guaranteed the suite. If the VIP has not guaranteed it and is not yet in-house, the suite is not technically assigned. However, the VIP is a high-value customer, and disappointing them could have significant consequences. I would consider offering the current guest an alternative upgrade: a high-floor room with a view, complimentary breakfast, or bonus points. I would explain that the suite is being held for a special guest but that we value their loyalty and would like to offer an alternative. If the guest insists on the suite, I would weigh the value: the current guest is silver, the VIP is platinum. The VIP's lifetime value is likely higher. However, the current guest is willing to pay $100 extra, which is immediate revenue. But the VIP might spend more overall. A common approach is to prioritize the VIP, but try to accommodate the current guest with another perk. I would also check if there is another suite that could be prepared, but the setup says only one suite left. So I would decline the suite but offer the alternative. I would also follow up with the VIP to ensure their suite is ready. If the VIP cancels or arrives late, I could then offer the suite to the current guest if they are still interested. But since the guest is at the desk now, I need to decide. I would apologize and offer the alternative, emphasizing that we appreciate their silver status and hope they enjoy the other upgrade. I would also note the request in their profile for future stays.
2. How would you handle the situation if the VIP arrives and is upset that their suite was given away?
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If I had given the suite to the current guest, and the VIP arrives upset, I would immediately apologize and explain the situation. I would offer the VIP an alternative upgrade if available, such as a different suite or a high-floor room with amenities. If no other suite is available, I would offer a significant compensation: a complimentary night, a future upgrade certificate, bonus points, or a dining credit. I would also ensure the VIP is personally escorted to their room and that their preferences are met. I would follow up with a letter or call from the GM. The goal is to recover the relationship. In hindsight, I would review the policy on holding suites for VIPs without guarantee: perhaps we should not hold suites for unguaranteed requests, or we should have a clear policy on upgrade priority. I would also train the front desk agent on how to handle such requests in the future.