Increasing revenue and customer service with a room upsell program

Challenge

A leading national hotel chain with more than 35 properties nationwide and $15B+ in annual revenue sought to increase revenue through a new upsell program for front desk employees. At the same time, leadership wanted the initiative to strengthen customer service and improve employee satisfaction. The challenge was to design and deliver a program that motivated staff, aligned with brand values, and created a measurable impact on both guest experience and revenue.

Solution

Fratzke partnered with the hotel leadership team to understand the goals of the upsell program and design a comprehensive internal communications strategy. The plan included clear messaging for leadership to share with employees, a compelling value proposition that connected upselling with employee benefits, and a communication cadence to sustain engagement. To bring the program to life, we collaborated with the chain’s creative team to establish the visual direction for collateral that inspired employees, reinforced messaging, and tracked successful upsells.

Results

The new upsell program launched with clear communication, consistent branding, and strong employee buy-in. Front desk staff were better equipped to deliver an elevated guest experience while also contributing to revenue growth. The combination of strategic messaging and creative collateral created a framework that motivated employees, improved service quality, and set the stage for long-term success across the hotel chain.