Key Issues
- Guests were not fully aware of the services available inside the property.
- Accessing services required calling or going through staff, which created a delay.
- There was no structured system to suggest or promote services during the stay.
- Departments like the dining and front office were operating separately.
- Upselling was inconsistent and depended on staff interaction.
- No clear data was available to track which services were performing well.
As a result, most guests completed their stay without exploring additional services. The hotel was relying heavily on room revenue while missing out on multiple revenue opportunities within the same guest journey.
