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By Manu Vardhan Kannan
Published on January 21, 2025
In the hospitality industry, every guest that walks through the door presents an opportunity to elevate their experience while simultaneously driving revenue. Vivek Shukla, CEO of The Lalit Suri Hospitality Group, highlights the significance of two key strategies—cross-selling and upselling—in achieving this delicate balance. These strategies not only improve the guest’s stay but also create valuable opportunities for revenue growth.
Enriching the Guest Experience through Cross-Selling
Cross-selling involves offering guests complementary products or services that enhance their experience. A simple example is offering a spa treatment or guided tours to a guest who has just booked a room. This approach increases the hotel's transaction value while ensuring a more comprehensive and enjoyable stay for the guest. Personalizing these suggestions is key—recommending a couples’ massage for a romantic getaway or local attractions for a family vacation can significantly enrich their experience.
Elevating Choices with Upselling Upselling focuses on encouraging guests to opt for premium options. This can range from suggesting a suite upgrade to offering a bottle of premium wine or flexible check-in times. The key to successful upselling is presenting these options in a friendly, non-intrusive manner. Highlighting the added value, such as a stunning ocean view, ensures that guests see the worth in upgrading, elevating both their experience and the hotel’s revenue.
Benefits for Guests and Businesses When executed thoughtfully, both cross-selling and upselling create a win-win situation. Guests benefit from a more personalized and enriching experience, which makes them more likely to leave positive reviews and return in the future. For businesses, these strategies contribute to increased revenue per guest and provide a competitive edge in the market.
Key Factors for Success Several elements are crucial for the success of these strategies:
Personalization: Leveraging guest data to make relevant recommendations ensures the offers feel meaningful and tailored.
Timing: The success of these strategies often depends on the timing of suggestions—well-timed recommendations during booking, check-in, or meal times enhance the chances of success.
Staff Engagement: Employees must be trained to recognize opportunities and present them naturally to guests. Strong interpersonal skills and knowledge of the hotel’s offerings are essential.
Technology: AI-driven booking systems and mobile apps can analyze guest preferences to provide personalized recommendations. Kiosks and digital touchpoints further promote upgrades and add-ons.
By combining strategic cross-selling and upselling techniques with personalization and the right timing, hospitality businesses can create memorable guest experiences while maximizing revenue. These practices not only generate immediate financial returns but also foster long-term guest loyalty, making them invaluable for sustained success in the competitive hospitality industry.
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Published on October 1, 2025
Thomas Cook (India) Limited, India’s leading omnichannel travel services company, has partnered with the Ministry of Tourism (MoT), Government of India, in a strategic initiative to transform the country’s tourism landscape. The Memorandum of Understanding (MoU) was signed by Ms. Seema Jain, Director, Destination Development Division, Ministry of Tourism, and Mr. Romil Pant, Executive Vice President & Head – Holidays, Thomas Cook (India) Limited. The event took place in the presence of key dignitaries, including Mr. Suman Bery, Vice Chairman, NITI Aayog, Mr. Suresh Gopi, Minister of State for Tourism, Petroleum and Natural Gas, Mr. Suman Billa, Additional Secretary and Director General, Ministry of Tourism, and Mr. Gyan Bhushan, Senior Economic Advisor, Ministry of Tourism.
The collaboration focuses on gathering direct and verified traveller feedback to assess India’s best-performing tourism destinations while identifying areas that need improvement. By leveraging its strong physical and digital presence, Thomas Cook India will integrate a co-branded feedback form, standardised by the Ministry, across its platforms. These insights will capture visitor opinions on cleanliness, safety, accessibility, service standards, and overall experiences.
This MoU, valid for three years, underscores a shared commitment to enhancing domestic tourism through transparency and data-driven decision-making. The anonymised, aggregated data will be shared with the Ministry of Tourism to support interventions aimed at improving infrastructure and services at destinations across India.
Mr. Suman Billa, Additional Secretary & Director General – Ministry of Tourism, said, “We are extremely delighted to sign this Memorandum of Understanding with Thomas Cook India. The idea behind this collaboration is to see how the Ministry of Tourism can collect real-time feedback from users at key destinations across the country. Our aim is to use this data as a foundation to identify and promote destinations that are able to provide great experiences. This marks the first step in a long journey ahead, and we hope this partnership proves fruitful for both of us.”
Mr. Rajeev Kale, President & Country Head, Holidays, MICE, Visa – Thomas Cook (India) Limited, added, “We are delighted to partner with the Ministry of Tourism on this transformative initiative. With our extensive reach and deep understanding of Indian travellers, Thomas Cook India is uniquely positioned to provide valuable insights on destination performance. Our collaboration will focus on gathering authentic feedback from our customers to empower the Ministry’s efforts in enhancing the quality, safety, and sustainability of India’s tourism offerings.”
Pune Gas, in association with Alister Kitchen Equipments, successfully hosted Culinary Futures, a three-day immersive event curated for India’s hospitality and commercial kitchen consultants. Held in Pune from 12th to 14th September, the event brought together consultants from across the country to explore future-ready solutions for the HoReCa sector through innovation, collaboration, and cultural experiences.
The event began with a grand welcome at Shaniwar Wada, followed by a heritage food walk through Pune’s old city, giving participants a taste of the city’s authentic sights, sounds, and culinary delights.
Day two became the highlight, as consultants toured the Pune Gas manufacturing facility. The visit offered deep insights into best practices for gas safety, efficiency, and system design, areas often overlooked despite fuel being a critical resource for hospitality businesses. Pune Gas showcased innovations such as the LPGenius Smart LPG System, LeakCheck Gas Leak Detection System, and other advanced technologies, reinforcing its reputation as a trusted solutions provider.
Participants also visited customer sites powered by Pune Gas systems, gaining firsthand exposure to its efficient installations. A standout moment was the demonstration of an all gas-fired generator at a Pune bakery, which impressed attendees with its reliability and practical application. The day concluded with a cocktail dinner and networking mixer, celebrating collaboration and knowledge sharing.
The third day featured live demonstrations at Alister Equipments’ factory, including the launch of a new product that showcased the brand’s commitment to building next-generation commercial kitchens.
Jesal Sampat, Executive Director at Pune Gas, shared, “Collaboration with consultants is crucial in designing world-class kitchens. With over four decades of innovation, Pune Gas continues to prioritize safety and efficiency while shaping the future of HoReCa.”
Kitchen consultant P. Sravan Kumar from Hyderabad remarked, “Pune Gas innovations are helping HoReCa businesses achieve higher efficiency while reducing operational costs. The exposure to their manufacturing process and interaction with their team reinforced our trust in them as a reliable partner.”
The event reinforced the growing role of kitchen consultants as key enablers in designing safe, efficient, and sustainable kitchens, while also highlighting the shared vision of empowering India’s HoReCa industry.
Culinary Futures was not just about products but also about partnerships and the prosperity of an industry that feeds millions every day.
The second edition of the Pink Power Run 2025, a flagship initiative by the Sudha Reddy Foundation, saw an overwhelming participation of more than 20,000 people at Necklace Road in Hyderabad, uniting to raise awareness about breast cancer and the importance of early detection.
The event began in the early hours and was inaugurated by philanthropist Sudha Reddy, alongside Krishna Reddy, Managing Director of MEIL, Julia Morley, Chairperson of the Miss World Organization, and tennis legend Leander Paes. Reigning Miss World 2025, Opal Suchata Chuangsri, also joined, highlighting the global significance of the cause through her charitable project, Opal for Her.
Themed Stride & Shine, this year’s edition brought together an inspiring mix of participants, including celebrities, influencers, elite international runners, students, senior citizens, corporate leaders, underprivileged women, and dignitaries. Delegates from the Miss World Organization, including continental winners and Miss India World Nandini Gupta, added to the star-studded line-up. Pre-event activities such as fitness workshops, survivor stories, and social media campaigns deepened engagement with the cause.
The run featured 10 km, 5 km, and 3 km categories, culminating in an energetic awards ceremony. The 10 km race winners received ₹3.5 lakh, ₹2.5 lakh, and ₹1.5 lakh, while the 5 km race winners received ₹2 lakh, ₹1.5 lakh, and ₹1 lakh. Julia Morley was honoured with the Excellence in Mentorship Award 2025 for her remarkable leadership and lifelong dedication to empowerment.
Remarkable performances were witnessed across categories. In the men’s 10K division, Ankit Gupta secured first place at 30:52, followed by Kamlakar Deshmukh and Shubham Sindhu. In the women’s 10K, Seema Seema finished first at 34:44, with Bharti Nain and Sonika Sonika close behind. In the 5K, Harmanjot Singh topped the men’s category at 14:25, while Ankita Ankita led the women’s with 16:52.
Sharing her thoughts, Julia Morley said, “Our collective efforts can create a powerful movement for breast cancer awareness. Early detection can save countless lives, and the Pink Power Run empowers individuals with the knowledge to take charge of their health.”
Leander Paes added, “This initiative combines fitness with awareness, inspiring hope and proving that every step contributes to a larger movement for change.”
Sudha Reddy expressed, “Pink Power Run is a symbol of hope, resilience, and unity in the fight against breast cancer. With Pink Power Run, Beyond Borders launching in 2026, we are taking this mission global to unite millions across 140 countries.”
The upcoming Pink Power Run, Beyond Borders will debut in 2026 with a 24-hour continental relay and participation from Miss World’s seven continental queens, coinciding with the Miss World Organization’s 75th anniversary.
The Pink Power Run continues to be a beacon of awareness, honouring survivors, supporting fighters, remembering loved ones, and promoting the power of prevention and early detection.
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