Forecast: US Mobile Travel Sales to Grow 60%

As mobile technology becomes more integrated into our daily lives it’s beginning to take over many basic functions of your websites.  More consumers than ever are booking their travel accommodations via a mobile device.  According to eMarketer, US mobile travel sales on both tablets and smartphones totaled $16.36 billion in 2013 and will increase another 59.8% this year to reach $26.14 billion.

The growth of mobile sales is causing travel companies and hotels to develop better and more easily navigated mobile websites to ensure simplicity on the customers end.  Assuming the progression of mobile continues, eMarketer has forecasted that by 2018 mobile will be responsible for 37% of all digital travel sales while sales via desktops and laptops will continue to decrease year over year.  As tablets replace desktop and laptop computers in homes, consumers are becoming more likely to book larger transactions and longer trips on their tablets as opposed to PCs.

Make sure your company has an updated and compatible mobile website.  This can make the difference between successful and unsuccessful hotel brands in the upcoming decade.  For more information including the full article, please visit, http://www.emarketer.com/Article.aspx?R=1010828.

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Opportunities for Growth: Upselling at the Front Desk

With online travel companies doing so much of the work for booking rooms, there’s little to no opportunity to upsell to your customers.  More often than not, a customer will shop for accommodations online and be presented with one single rate; the lowest rate available.  The one place they are still required to interact with the hotel and its employees is at the front desk.  This is your opportunity to upsell to your guests.  There are several reasons why this may prove to be your best chance to upsell:

-Guests may not be aware of upgraded options as they often book through a third party and only research lowest possible costs

-Travel agents and online travel companies don’t usually make an effort to display the value of upgraded options or even mention them at all

-The guest’s needs may have changed since they originally booked their accommodations

-People love impulse purchases.  Some recent good news is enough for someone to feel like treating themselves to a nicer room, better view or upgraded amenities.

Another big advantage to upselling at the front desk is utilizing your knowledgeable staff who knows the exact inventory of the hotel that day.  Assuming you have more than one type of accommodation, you can inform your guests of several potential opportunities for upselling your property.  Here are a few examples of these opportunities:

-Special room types, such as junior or one bedroom suites

-Rooms or suites with special features such as whirlpool baths and kitchens

-Preferred views or hotel locations

-Packages that include additional amenities, services or activities

-Adding on a second room at registration for a significantly reduced rate (such as offering the family of four a second room at 30% off)

“Successful upselling programs have three components: a rate structure that makes upgrades a reasonable value, a staff training experience to expose them to the various techniques and tactics, and a recognition and incentive program.”  For more information on upselling at the front desk and training your employees, click the following link to see the full article written by Doug Kennedy of the Kennedy Training Network.

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