MINNEAPOLIS—IHG has utilized TSA Solutions to improve performance in three key markets.
In less than a year since implementing TSA’s upselling program, the InterContinental Buckhead Atlanta had an upselling revenue increase of 146%, positively impacting overall guestroom revenue. In that same period, upselling revenues at the InterContinental Mark Hopkins in San Francisco more than doubled. Moreover, at the InterContinental Times Square, TSA is credited with helping increase guest satisfaction thanks to enhanced matching of the hotels’ rooms with the guests’ needs, according to the company.
Samara Fernandez, IHG’s area director of revenue management based in Atlanta, said, “Partnering with TSA provides numerous benefits in addition to maximizing revenues on upselling opportunities. TSA’s automated tools have significantly streamlined the incentive payout for upsells, allowing for a quick turnaround, which highly motivates the front office team. The training sessions, both online and at the property level, are highly energizing and combined with TSA’s online platform provide excellent tools to associates to empower them to drive upsells.”
TSA’s Front Desk Upselling programs combine training techniques with daily and monthly performance measurement tools, reports and monthly planning and strategy meetings. A dedicated TSA Performance Consultant stays engaged for the duration of the partnership—both onsite and remotely.