Transforming Stays: Elevating Guest Experiences and Boosting Revenue

Transforming Stays: Elevating Guest Experiences and Boosting Revenue

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.

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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.

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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.

imageKey Factors for Success
Several elements are crucial for the success of these strategies:

  1. Personalization: Leveraging guest data to make relevant recommendations ensures the offers feel meaningful and tailored.

  2. 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.

  3. 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.

  4. 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.


Aditya Birla Housing Finance Expands Delhi Presence with Shahdara Branch

Aditya Birla Housing Finance Expands Delhi Presence with Shahdara Branch

By Hariharan U

Published on June 30, 2026

Aditya Birla Housing Finance Limited (ABHFL), a subsidiary of Aditya Birla Capital Limited, has expanded its presence in New Delhi with the launch of a new branch in Shahdara. With this addition, the company now operates four branches in the capital, strengthening its distribution network in one of India’s key housing finance markets.

Shahdara, a well-connected and steadily developing residential locality, continues to witness consistent housing demand supported by strong metro and rail connectivity and proximity to key commercial hubs across Delhi and the NCR region. ABHFL’s new branch aims to improve accessibility to tailored housing finance solutions for homebuyers in the area.

The company offers a wide range of housing finance products including affordable housing loans, prime housing loans, construction finance, and loans against property. These services cater to salaried individuals, self-employed professionals, and emerging income groups, supported by a digital-first onboarding system that enables faster approvals and improved transparency.

To mark the launch, ABHFL has introduced a limited-period offer featuring zero login fees along with spot loan sanctions of up to ₹50 lakh. The offer is valid from June 24 to June 30, 2026, and is designed to encourage quicker and more affordable access to home financing.

Speaking on the expansion, Pankaj Gadgil, MD & CEO of Aditya Birla Housing Finance Limited, said that New Delhi remains a key growth market for the company. He added that ABHFL is focused on deepening customer engagement by combining its expanding physical presence with strong digital capabilities to simplify the home loan journey.

The expansion aligns with ABHFL’s broader strategy of strengthening its retail lending portfolio while promoting financial inclusion and delivering a smoother, customer-centric “Happy Home Loan Journey” for borrowers across India.


Ginger Strengthens Presence with New Hotels in Siwan and Agra

Ginger Strengthens Presence with New Hotels in Siwan and Agra

By Manu Vardhan Kannan

Published on June 30, 2026

Indian Hotels Company (IHCL), India's largest hospitality company, has expanded the footprint of its Ginger brand with the opening of Ginger Siwan, Chapra Road in Bihar and Ginger Agra Fatehabad Road in Agra.

Commenting on the expansion, Ms. Deepika Rao, Executive Vice President – Hotel Openings & New Businesses, IHCL, said, "With the launch of Ginger hotels in Siwan and Agra, Ginger continues to strengthen its presence across India’s commercial and cultural cities. Siwan is rapidly emerging as a center for trade and commerce in Bihar, while Agra remains one of the country’s most iconic tourist destinations with strong demand from both domestic. The openings of Ginger Siwan and Ginger Agra reflect our strategy to expand in high-potential markets."

Located on Fatehabad Road, Ginger Agra Fatehabad Road features 70 keys, offering modern amenities and cityscape views. Guests can dine at Qmin, Ginger's signature in-house restaurant, which serves a selection of Indian, Mughlai and international cuisine. The hotel also includes a bar, providing a space for guests to relax and socialise.

In Bihar, Ginger Siwan, Chapra Road offers 30 keys designed for convenience, comfort and hassle-free stays. The hotel also features Qmin, the brand's all-day dining restaurant, serving a mix of local favourites and international dishes.

Both Ginger Siwan and Ginger Agra Fatehabad Road are equipped with banquet halls and meeting venues, making them suitable for corporate events as well as social gatherings.


Eight Continents Expands India Presence with Hanric Launch in Varkala

Eight Continents Expands India Presence with Hanric Launch in Varkala

By Manu Vardhan Kannan

Published on June 30, 2026

Eight Continents Hotels & Resorts, the UK-based luxury hospitality and hotel management group, has announced the launch of Hanric, Varkala, further expanding the Hanric by Eight Continents brand in India. The new property marks another step in the group's strategy to strengthen its presence across high-potential travel destinations while growing its experiential hospitality portfolio in the country.

Located in the heart of Varkala, the hotel has been designed to reflect the destination's unique coastal charm while offering guests a contemporary and comfortable stay. Known for its scenic cliffside views, beautiful beaches, vibrant local culture and rising popularity as a wellness destination, Varkala continues to attract travellers looking for a mix of relaxation, exploration and authentic experiences.

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Hanric, Varkala features 32 well-appointed rooms, along with a restaurant, bar and banquet facilities, making it suitable for leisure stays, intimate celebrations and social gatherings. Blending modern comforts with warm hospitality, the property offers guests an ideal base to explore Kerala's picturesque coastline.

Eight Continents Hotels & Resorts will manage the property by drawing on its expertise in delivering personalised guest experiences, operational excellence and destination-led hospitality. The company aims to establish Hanric, Varkala as a preferred stay option for visitors to the region.

Commenting on the launch, Ms. Richa Adhia, Managing Director, Eight Continents Hotels & Resorts, said, "The launch of Hanric, Varkala marks an important milestone in the growth of the Hanric by Eight Continents brand. Varkala's growing popularity as a coastal getaway makes it a natural fit for our vision of creating distinctive hospitality experiences rooted in place and culture. Through this property, we aim to offer travellers an authentic connection to the destination while further strengthening our presence in India's growing experiential hospitality landscape."

The launch reflects the group's continued focus on expanding in destinations with strong tourism potential and increasing demand for experience-led travel. Eight Continents Hotels & Resorts currently operates a diverse portfolio of brands, including Treetop, Hanric, Stamps, Ocho Homes and Signature Collection, across India, the United Kingdom and East Africa. Its growing presence includes destinations such as Belfast, Guernsey, Zanzibar, Kasauli, Udaipur, Sariska, Jodhpur, Pushkar and Varkala, highlighting the group's commitment to building a design-led hospitality portfolio across emerging and established travel markets.

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