Sales Update

Enhancing Revenue Collection: Professional Strategies for Hospitality Teams

In the dynamic landscape of hospitality, adept revenue collection practices are paramount for ensuring operational efficiency and financial sustainability. From deposits to additional amenities, every interaction presents an opportunity to optimize revenue streams while maintaining positive guest experiences. Here, we outline a comprehensive set of professional strategies aimed at streamlining revenue collection processes and fostering guest satisfaction.

Prioritize Deposit Collection: Initiating the revenue collection process with deposits sets a solid foundation for subsequent transactions. By securing deposits early, hospitality teams can streamline the collection of additional revenue throughout the guest's stay. This proactive approach not only facilitates financial transactions but also sets a tone of commitment to service excellence.

Empower Staff through Training: Beyond procedural knowledge, staff training should emphasize the importance of positive communication and engagement. Encouraging team members to view additional amenities, such as early or late checkouts, as valuable services rather than penalties foster a guest-centric mindset. Effective verbiage and a positive approach can significantly enhance the success of revenue collection efforts, particularly when interacting directly with guests.

Prioritize Consistency: Consistency is key to maintaining trust and credibility in revenue collection practices. Establishing clear procedures, such as printing due-out reports promptly and adhering to designated checkout times, minimizes discrepancies and ensures fairness for all guests. Avoiding subjective justifications for exceptions and maintaining uniformity in policy enforcement bolsters the integrity of revenue collection processes.

Implement Double Verification for Additional Charges: To mitigate disputes and ensure accuracy in billing, implementing a double verification process for additional charges is essential. Collaborating with another team member to confirm charges and documenting this verification in guest accounts adds an extra layer of accountability. Offering guests the opportunity to settle charges in person further reduces the risk of chargebacks and enhances revenue security.

Optimize Safe Fee Collection: Safeguarding revenue streams through safe fee collection requires meticulous attention to detail and proactive maintenance. Regular checks of safe functionality, particularly battery replacements, prevent operational disruptions and uphold guest satisfaction. Implementing a policy of charging safe fees to all guests except direct bill accounts, with flexibility for reversals upon guest request at checkout, ensures consistency and transparency in fee management.

By incorporating these professional strategies into daily operations, hospitality teams can effectively optimize revenue collection processes while prioritizing guest satisfaction. Emphasizing proactive communication, consistency, and attention to detail cultivates a culture of excellence and financial resilience in the dynamic hospitality industry.

Resources

• Late Checkout Fee Job Aid - BizLibrary LMS - Home

• RR West Late Checkout Fees PPT - BizLibrary LMS - Home

• RR West Late Checkout Fees Webinar - BizLibrary LMS - Home

• RR WEST - RediStay Early Check In Fee Job Aid and FAQ - BizLibrary LMS - Home

Revenue Strategist Update!

As we continue to look for opportunities to enhance/grow revenue at our inns, I wanted to share with you all an update on the exciting changes we have made or are in the process of making in the next few weeks!

SafeMark Revenue

Thank you to our fabulous training department along with our SafeMark representative Denise Walden for revamping our SafeMark training webinars and facilitating the training to all of you.  I hope this was beneficial in helping you to get a better understanding of how to properly “sell” this benefit to our guests.  Last year, we had a take rate of 46%, this year the goal is to improve upon this number. Speaking of "Take Rate"... Interested in taking a prize home?  Email: stephanie.doherty@rriwest.com "Take Rate" by Monday March 18th for your chance to win a special prize! In addition, we are testing a safe fee increase from $2.00 to $3.00 to see if we can capture additional revenue with limited negative feedback.  Stay tuned for updated results and additional training for those inns that are not achieving a 30% or higher take rate. 

Early Check-in and Late Check-out Fees

We now have monthly tracking that shows exactly how much every inn is accumulating for both revenue streams.  This is an easy way to enhance your top-line revenue!  Last year, our total revenue amount for Early check-in fees was $163,340 and Late check-out fees was $174,752.  This year, we need to blow those numbers up!  You may have noticed that we have verbiage included on all sites regarding the Late check-out fees.  We are also working with the brand to update the special terms and policies section to include the Early-check-in fees policy, just waiting on final brand standard updates.  Make sure your GSR’s are communicating these options to our guests and applying the charges accordingly.

Fresh Air Reporting

For those inns that participate with the Fresh Air Sensor Program you should have noticed that we have created a new tracking spreadsheet for your sensor replacements, offline and overdue sensors, and smoking alerts/revenue.  The goal is to ensure all devices are operational, so we have 100% opportunity to capture every smoking alert that comes through. In addition, the training team is offering an upcoming Fresh Air Reset training webinar.  Refer to the e-mail from Jennifer Ramirez for dates and times.  We will be looking into adding additional properties in the future as well. 

Your RVPO and I will be monitoring our progress with these revenue generating opportunities and ask that you stay engaged and look to improve your results as well!

Stay tuned for more revenue strategist updates in upcoming communications!