Featured articles
Lead nurturing champions: hotels mastering the human-digital balance
Most guests don’t book on their first interaction. They explore your website, fill out a form, or call the reservations team — then vanish. For many hotels, that’s the end of the conversation. But for hospitality leaders, it’s just the beginning. Lead nurturing bridges the gap between interest and booking. It combines automation, a Customer Data Platform and human follow-up to guide every potential guest toward a direct reservation. Hotels that master the right balance [...]
Service as a strategy: How to drive more revenue with frontline staff
Hotel Moment WITH KAREN STEPHENS Episode 153 In this week’s episode of Hotel Moment, Geoffrey Toffetti, CEO of Frontline Performance Group, joins Revinate CMO Karen Stephens, with direct advice for hoteliers looking to improve their ancillary revenue. Geoffrey urges hoteliers to focus on service first — citing the correlation between improving service scores and revenue growth. Because hoteliers who treat every stage of the guest journey as an opportunity to [...]
Beyond price: The future of hotel upselling and cross-selling
An interview with Scott Dahl and Mercedes Blanco In this conversation, Scott Dahl and Mercedes Blanco unpack how upselling and cross-selling are evolving as hotels head into 2026. What used to be about upgrades and price points has become about creating moments that matter. Today’s travelers look for meaning, connection, and experiences that feel personal. https://youtu.be/SUkd13Q7PdE Mercedes, drawing on her experience in digital marketing and hospitality technology, shares how AI is transforming guest engagement. From [...]
Lead nurturing for hotels: From inquiry to confirmation
You have revenue hiding in plain sight…and it’s slipping away. Every year, hoteliers pour thousands into generating leads. You run ads. Your website converts. Your special offers land in inboxes. But here's the brutal truth: most inquiries never become bookings. Why? You're missing the follow-through: lead nurturing. Every guest contact with an email or phone number represents roughly $12 in potential value. But most slip away and book with an OTA instead. Not because your [...]
AI will turn upselling from “send offers” into “solve needs”
This article was written by Henri Roelings. The next wave of upselling will be smarter, quieter, more contextual, and more effective. Instead of static menus or one-off emails, AI-powered upselling will coordinate offers across channels and moments to meet the guest’s true goal: reducing friction, enhancing comfort, and creating delightful moments. What will change in practice: Dynamic offer generation. AI models will assemble the personalized bundle in real time using price elasticity, live inventory, and [...]
Why your upsell strategy is failing: When digital & voice live in different worlds
This article was written by Shira Wilkofsky, Marketing Performance Manager at Main Street Hospitality Group. Upselling should be a seamless part of the guest journey, elevating the experience for guests, while strengthening the bottom line. Yet many properties invest heavily in offers, scripts, and campaigns — only to see limited return. The root cause is rarely the quality of the upgrade itself, but the disconnect between digital browsing behavior and voice-channel conversations. When your marketing [...]