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We capture little ancillary revenue from existing guests

The guest is already in the house and has already said yes. Yet revenue usually ends at the room rate.

Typical for: resort hotels with spa, ski rental or activity programme · properties with several room categories · houses whose front desk “doesn’t want to sell”

Documented by Hospis

Updated: 9 September 2026

How you recognize it

  • Ancillary revenue per guest night is unknown or not tracked
  • After the booking confirmation there is no further message before arrival
  • Upgrades are offered at check-in only if the guest asks
  • Spa, dining and activities have no fixed place in the booking and arrival process
  • The team sees offering as pushing and avoids it
  • There are no packages that sensibly combine room and services

Matching Hospis

OT

Olivia Torrente-Dorninger

Sales · Revenue · Marketing — Palma de Mallorca
Works with protel · Mews · Mews POS · Smart Host
AdviseImplement

Builds upgrade logic, extras and pre-arrival communication so that they fit the property and are carried by the team day to day.

Mapped to root cause
The window between booking and arrival is unusedNo offer that is simple to takeNobody measures ancillary revenue
View profilePersonally vetted · independent match
JT

Javier Torrente

Operations · Processes · Team structure
Works with protel · Mews · Mews POS · Smart Host
AdviseImplement

Anchors offering as a fixed step in the check-in and service routine — through training, not instruction.

Mapped to root cause
The team has no permission to sell
View profilePersonally vetted · independent match

Which path fits your situation?

01

Diagnosis

390 € fixed price

A vetted Hospi analyses your situation in a structured way — in conversation and with a written result. Every statement clearly labelled: FACT, BENCHMARK, HYPOTHESIS or CONCLUSION. You get a concrete path, not a sales meeting.

  • A legitimate outcome is also: no engagement needed.
  • If an engagement follows, the diagnosis fee is fully credited.
02

Urgent support

Acute situation? Your case is reviewed with priority — response within 48 hours.

Cause fields — how to tell them apart

Missing ancillary revenue is rarely a demand problem — guests would often take more. What is usually missing is timing, the offer itself, or permission for the team.

These fields are complete, and many properties get there on their own — that is what this page is for. The cost simply does not appear on an invoice: internal hours, a few attempts, and a season that keeps running in the meantime.

01

The window between booking and arrival is unused

How you spot it

The confirmation goes out, then silence until check-in. Yet this is exactly when the guest plans the stay and is open to suggestions.

The way out

One or two pre-arrival messages with concrete, bookable suggestions: room upgrade, dinner, treatment, equipment. In the house’s own tone, not as a newsletter.

02

No offer that is simple to take

How you spot it

Extras sit somewhere on the website or in a folder in the room. The front desk has to work out the upgrade price first. What isn’t ready doesn’t get sold.

The way out

A few clear offers with fixed price and fixed wording: upgrade difference per category, three to five extras, one or two packages. Stored so that each can be offered in one sentence.

03

The team has no permission to sell

How you spot it

Front desk doesn’t want to be pushy and management never said that offering is wanted. So everyone waits for the guest to ask — and guests rarely do.

The way out

Frame offering as service, not sales: one set sentence at check-in, one set moment at dinner. The team practises it, sees the numbers and gets feedback.

04

Nobody measures ancillary revenue

How you spot it

Revenue lands in different tills and cost centres. Whether extras and upgrades per guest rise or fall, nobody sees — so nobody steers it.

The way out

One metric: ancillary revenue per guest night, monthly, by area. It shows which offer works and where the team needs to step up.

Frequently asked

Doesn’t active offering feel cheap for a good property?
What feels pushy is an offer that doesn’t fit the guest. A fitting suggestion at the right time is hospitality — the best properties do exactly this, just quietly.
Do we need upselling software?
Only once offers, prices and timing are defined. Then a tool can automate pre-arrival messages. Before that it just automates nothing.
Where do you start?
With the upgrade. The rooms exist, the price difference is known, and front desk sees on arrival day what is free. It is the fastest lever without investment.

Describe your situation

The problem context is automatically included — you do not need to repeat anything.

Problem
We capture little ancillary revenue from existing guests

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Our service quality varies day to day

Without clear standards nothing is repeatable.

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