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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 February 28, 2025
FICCI FLO Kolkata recently hosted ‘The MSME Connect,’ an inspiring seminar dedicated to empowering women entrepreneurs in the MSME sector. The event brought together industry leaders, experts, and business professionals who shared their experiences, challenges, and growth strategies.
The keynote session featured Dr. (h.c.) CS Adv Mamta Binani, President of the MSME Development Forum - West Bengal Chapter, and India's first registered Insolvency Professional. With 28 years of professional expertise, Dr. Binani provided deep insights into corporate governance, company law, and strategies for business turnaround. She emphasized the vital role of women entrepreneurs in India's economic landscape, highlighting the need for financial literacy, access to funding, and government support.
A thought-provoking panel discussion followed, featuring accomplished women business leaders:
Ruchika Gupta, President of Sanmarg Group, discussed the power of media in amplifying women entrepreneurs' voices. As the force behind Aparajita - Saluting Womanhood, she has been instrumental in recognizing and celebrating women achievers.
Jyoti Jain, Joint Managing Director of TT Ltd, shared her journey of navigating the textile industry, a traditionally male-dominated sector.
Sunira Chamaria, Former Director of Damodar Ropeways & Infra Ltd, shed light on women’s roles in large-scale infrastructure and business projects.
The panelists spoke about resilience, strategic decision-making, and breaking barriers while leveraging opportunities in the MSME sector.
‘The MSME Connect’ provided an empowering platform for women entrepreneurs to gain knowledge, share experiences, and establish meaningful business connections.
Shradha Murarka, Chairperson of FICCI FLO Kolkata, remarked, “The MSME sector is the backbone of economic growth and a driving force for women entrepreneurs. FLO Kolkata is dedicated to fostering an ecosystem where women can thrive, innovate, and lead with confidence.”
FICCI FLO, the women's wing of the Federation of Indian Chambers of Commerce and Industry (FICCI), was established in 1983. With 20 chapters across India, it is committed to promoting entrepreneurship and professional excellence among women. FLO provides networking opportunities, mentoring programs, and knowledge-sharing platforms to support women’s business growth.
For more information, visit www.ficciflo.com.
Published on February 25, 2025
Al Habtoor City Hotel Collection made a notable impact at SATTE 2025, held from February 19 to 21 at Yashobhoomi, Dwarka in Delhi. The brand showcased its range of luxurious properties, including Hilton Dubai Al Habtoor City, V Hotel Dubai, Curio Collection by Hilton, and Al Habtoor Palace, reinforcing its reputation as a premier luxury destination in Dubai.
At Stall C 202-A, attendees discovered that Al Habtoor City is more than just a destination—it’s a lifestyle choice. With a diverse selection of hotels, world-class restaurants, and chic lounges, the collection offers limitless opportunities for those seeking an elevated travel experience. This comprehensive offering garnered significant interest among Indian travel partners, eager to explore bespoke, high-end experiences in Dubai.
“The turnout and engagement at SATTE 2025 were exceptional. We observed strong interest from Indian travellers seeking bespoke, high-end experiences in Dubai,” said Mr Dhruv Dua, Complex Assistant Director Of Sales- Leisure & Luxury at Hilton Dubai Al Habtoor City. “This event allowed us to connect with key travel professionals and discuss the evolving expectations of luxury travellers.”
With the success of SATTE 2025, Al Habtoor City Hotel Collection remains dedicated to delivering outstanding hospitality and strengthening its relationships within the Indian travel market.
Published on February 24, 2025
Cultivating Leadership, a global leader in leadership development, collaborated with the Confederation of Indian Industry (CII) to host two transformative leadership sessions in New Delhi and Mumbai. Led by Jennifer Garvey Berger, co-founder and CEO of Cultivating Leadership, the sessions brought together India’s top business leaders to explore innovative approaches to navigating complexity in today’s business environment. The event also marked the 15th anniversary of CII’s Leadership Centre of Excellence, highlighting its commitment to shaping visionary leaders in India.
With businesses facing rapid market shifts, technological advancements, and workforce transformations, the sessions provided valuable insights into leadership adaptability. Jennifer Garvey Berger, known for her work with global giants like Google, Microsoft, and Novartis, introduced strategic tools to help leaders embrace complexity. The interactive workshops focused on overcoming leadership mindtraps and fostering a resilient mindset.
Shweta Anand Arora, Director, Cultivating Leadership, India, emphasized the growing need for leadership transformation: “Complexity is not a challenge to be solved but a reality to be embraced. Jennifer’s insights have provided Indian leaders with practical tools to navigate uncertainty with confidence, shaping a more resilient and forward-thinking leadership culture.”
Jennifer Garvey Berger shared her experience: “The leaders in the room were incredibly diverse, coming from different industries and backgrounds. Their thoughtful questions and openness to collaboration were truly inspiring. It was an honor to engage with such a dynamic group of individuals who are ready to redefine leadership for the future.”
Avijit Bhattacharya, Member, CII National Committee on Leadership and HR & CHRO, Tata Capital Limited, highlighted the need for adaptive leadership: “Traditional models are struggling to keep pace with rapid technological disruption and economic shifts. Leaders must embrace complexity, foster innovation, and build resilience to drive sustained success.”
The event witnessed participation from senior leaders representing top organizations, including BCG, Apple, Godrej Agrovet, Samsonite, CP Plus, Hindalco, Kotak Mahindra Bank, and Deloitte, among others. The discussions underscored the importance of evolving leadership approaches in India’s corporate landscape.
Strengthening their collaboration, CII and Cultivating Leadership signed an MoU to develop leadership programs tailored for Indian corporates. This initiative will leverage cutting-edge learning methodologies, including blended learning and industry-led insights, to equip leaders with future-ready skills.
Cultivating Leadership, in partnership with The Core Questin, established its presence in India in 2024 to empower leaders in managing complexity effectively. This successful event marks the beginning of a larger effort to reshape leadership development in India, enabling business leaders to turn uncertainty into opportunity.
For more information, visit: www.cultivatingleadership.com
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