Stayntouch UpsellPRO Configuration

Modified on: Fri, 31 Jan, 2025 at 10:48 AM

Applies to:          Stayntouch PMS          

Stayntouch UpsellPRO Configuration


TABLE OF CONTENTS

STEP 1. UPSELLPRO USER PERMISSION


To get started with Stayntouch UpsellPRO, you’ll first need to add the users who will have access to this tool—typically this is a Front Office Manager, Director of Revenue, Sales Manager, or GM, depending on the size of your property.


To assign users access to Stayntouch UpsellPRO, existing Stayntouch PMS user roles need to be assigned the Revenue Management – UpsellPRO permission from Settings > Hotel & Staff > Permissions.



This functionality can then be accessed from Revenue Management > UpsellPRO.


STEP 2. ASSIGN PMS FEATURES


Assign PMS features that will be displayed on the guest offer pages. Using attribute-based selling (ABS), the selected PMS features become the features a guest can purchase to customize their stay. For room category selling, the PMS features will be listed under each room type to display the value of the room type.


From Revenue Management > UpsellPRO under HOTEL SETUP > Feature groups, you’ll see a list of all your currently existing PMS features on the left side of the screen. These features have been pulled from Settings > Cards > Likes in Stayntouch PMS. If there is a number next to a feature, that means there are rooms attached to it.


Configuration:

  1. Identify the PMS features you would like to sell. Drag/drop the sellable PMS features from the Unassigned box to the correct grouping.
  2. No need to worry if your PMS feature list is limited; create sellable features directly in Stayntouch UpsellPRO from HOTEL SETUP > Room manager. You’ll also see a PMS Sync button, which will pull newly created features from Stayntouch PMS immediately.


To continue, please make sure to click Save at the top right of the screen.



Sample Attribute-Based Guest View



Sample Room Type Guest View


STEP 3. ROOM MANAGER


For the next step, you’ll move into the Room manager section under HOTEL SETUP. You’ll need to make sure all the features you want to sell are listed here, and you should check that the correct room numbers are attached to each feature. You can either choose to View by Feature or View by Room Type. We recommend adding one image for every room type. The system will default to View by Feature.






Please note, if you have built accessible room types in your system, when you toggle to View by Room Type, it will show a toggle to Show accessible room categories.



Configuration:

  1. Value order the room type: Arrange room types by value using the View by Room Type screen. Drag and drop them in order, with the lowest-priced room type at the top and the highest at the bottom.
  2. Add images for each room type: Using the View by Room Type screen, add 1-3 images for each room type. Stayntouch UpsellPRO uses a 3:2 ratio for all images.
  3. Review PMS features: Mapped PMS features from HOTEL SETUP > Feature groups will be under featured groups in HOTEL SETUP > Room manager. Review each feature to ensure correct room attachments.
  4. Ensure every room type has a bed type feature attached: If needed, either create new PMS features or build the feature directly in Stayntouch UpsellPRO.
  5. Ensure ADA rooms are attached to a feature in the ADA family group.
  6. Create new features: Each upgraded room type needs 2-3 sellable features for optimal upgrade offers. Leverage ABS by adding features available only in select rooms in a room type.
  7. Add images for each feature (ABS Only): Each feature requires 1-3 images. Navigate to the feature and select the pencil icon to add images. Stayntouch UpsellPRO uses a 3:2 ratio for all images.
  8. Furthermore, when confirming everything looks correct for each feature you want to sell, please be sure to set the DISPLAY FEATURE toggle to Yes.






STEP 4. BED TYPES


For the next step, move into the Bed types section under Hotel setup. This is where you’ll need to map the hotel bed types to ensure the guest keeps the number of beds they need based on their originally booked room. This mapping step helps Stayntouch UpsellPRO know how many beds are in each room and is how the system will ensure that someone, for example, with two beds never gets offered a room upgrade with just one bed.

 

Configuration:

  1. Drag and drop the bed type features into the bed type boxes. Columns indicate the number of beds, and the box shows the bed type. For instance, a “One King Bed” feature goes into the “King” box in the “1 bed” column.
  2. If all bed types aren't visible, return to HOTEL SETUP > Room manager to create the bed type. Each new bed type requires mapping in the Bed types section.


Once you’ve mapped everything, be sure to Save your changes.


STEP 5. PRICING RANGE


From Hotel setup > Pricing range, you’ll need to set the range of discounts that can be offered. Stayntouch UpsellPRO pricing is fully automated, pulling rates directly from Stayntouch PMS. Here, you can view room type differentials from the PMS and set yielding parameters.

 

Stayntouch UpsellPRO yields upgrade offers based on factors like house balance and premium room availability, optimizing conversion and revenue. In Absolute mode, the grid shows rates directly from Stayntouch PMS, while Yielded mode displays estimated offer values based on demand and revenue-maximizing factors.


The sliding scale at the top of this screen will allow you to determine how aggressive Stayntouch UpsellPRO is with the yielding, more so when your hotel is empty. If your hotel is full, and there’s high demand, then typically hotels don’t discount as much. We usually recommend somewhere between 60-80%.


Essentially, the purpose of this tool is to check to make sure Stayntouch UpsellPRO is pulling in the right rate differentials, which will be the basis of all the pricing. And then secondly, you can confirm if your hotel is comfortable with the default of 70%, or if you’d like to be more or less aggressive with pricing.

 

Configuration:

  1. Review room type differentials for accuracy. Ensure room types are in value order of lowest to highest value. If a room type is out of value order, the pricing differential will be negative, displayed in red, and considered invalid for upgrade offers. Room type value order is adjusted in the Room Manager section. 
  2. Customize the pricing range that Stayntouch UpsellPRO operates within by adjusting the sliding scale. The further you pull the line to the right, the broader the yield range provided to Stayntouch UpsellPRO.






Please note, if you have built accessible room types in your system, you’ll also notice an Accessible toggle, which will allow you to show accessible rooms.


STEP 6. GUEST SERVICES


For the next step, you’ll move into Guest services under HOTEL SETUP to select the guest service products you would like to sell through Stayntouch UpsellPRO. The Unassigned box will display all the PMS packages/add-ons that Stayntouch UpsellPRO pulls directly from Stayntouch PMS. Newly created packages in Stayntouch PMS will appear in the Unassigned box the following day.


Configuration:

  1. Drag and drop the guest service items you would like to sell into the appropriate group box. 
  2. Click on the guest service item and customize the information displayed to the guest.
  3. Verify in Stayntouch PMS that the pricing and posting schedule for each package/add-on aligns with what you want to sell.
  4. Select the Can be offered box to activate the item to be sold. Sellable items are indicated in green. However, if you close out the Edit Guest Service box before selecting Can be offered, you’ll see the add-on displays in yellow. This means you’re not selling the add-on. 
  5. Optional: Click the gear icon for each grouping box and add email addresses to receive a notification when items are purchased.
  6. Optional: Stayntouch UpsellPRO ensures guests with certain packages won’t see related service items. For instance, if a reservation includes the breakfast buffet, the guest won’t be prompted to purchase it again. The system will not sell a package to a guest if they have any packages in the grouping box attached to their reservation. You can also keep items inactive (yellow) in the group boxes to avoid offering similar services to guests with specific packages.


Once all of this looks correct, be sure to click Save.











Pricing for this pulls directly from whatever you have priced in the add-on. Stayntouch UpsellPRO does not yield it. If someone purchases one of those add-ons, Stayntouch UpsellPRO will add that add-on package directly to the guest’s reservation.

STEP 7. UPSELL SETTINGS


From HOTEL SETUP > Upsell settings > Enable Upsells, you can configure the following upsell settings:

  • Email
  • Offers
  • Exclusions
  • Complimentary Offers
  • Enable Upsells


EMAIL SETTINGS


Email settings are all the settings related to email offers as well as notifications. These settings are as follows:

  • Email Sender Address: This should be a hotel email address.
  • Email Sender Name: This should be the hotel name.
  • Send Offer Notification to Hotel: Any time an offer is purchased, this will send an offer notification to the hotel.
    • Send Offer Notification Email Address(es): Add as many email addresses as required to receive these notifications.
  • Alert Email Address(es): This will send an alert to the email addresses specified when a reservation isn’t able to be updated with the offer that was purchased, etc. The primary purpose of this setting is to inform the hotel, so you can manually update the reservation if you need to. Add as many email addresses as required to receive these notifications.
  • First Email of Day (hour): This prevents emails from going out in the middle of the night and allows you to select a time at which the system will start sending emails.
  • Send Email in Guest Preferred Language: If the guest has a language on their profile, and the system has received that, it will send emails in that language—if it’s a supported language. Here is a list of supported languages.
  • Translate Room Category Name: This will translate the name of the room category.




OFFERS


From the Offers section, you can configure settings for each type of offer. You can configure settings for the following offer types:

  • Room Upgrades
  • Early Arrival
  • Late Departure



From here, you can enable or disable these offer types by simply selecting or deselecting the Enabled checkbox under each offer type.


A Transaction Code must be associated with each offer type, because the system sends fixed charges that will be posted onto the account. Once the transaction code is associated an add-on will be created in Stayntouch.


Under the Minimum Advanced Minutes section, you’ll need to indicate the minutes prior to the standard arrival time to submit the offer. Essentially, this indicates how far in advance the guest has to select their offer on the offer page. The default will be set to 30 minutes prior to arrival.


Within the Rate & Revenue Configuration area, you can select the edit button to change these settings. 

  • Room Upgrades: You can configure a Minimum Upcharge Ratio and Maximum Upcharge Ratio for each offer type, which control the value of the price that will be displayed to a guest. The values are determined as a percentage (ratio) of the guest’s current nightly rate. The system will set defaults for you, so they only need to be updated if required by your hotel.



  • Early Arrival: You can configure the following: 
    • Standard Check-In Time
    • Earliest Check-In Time: You need to enter the earliest time that you’re willing to have someone check-in, because that will be the starting point for everything.
    • Number of Slots: This will break out pricing based on the number of slots entered.
    • Percent of Rate: The percentage of the daily rate for that room type.



  • Late Departure: You can configure the following:
    • Standard Check-Out Time
    • Latest Check-Out Time: You need to enter the latest time that you’re willing to have someone check-out, because that will be the starting point for everything.
    • Number of Slots: This will break out pricing based on the number of slots entered.
    • Percent of Rate: The percentage of the daily rate for that room type.



From the Other Configuration section, you can determine if you want to offer these upsells to group bookings or not. By default, the system does not send offers to reservations attached to a group. Moreover, for Room Upgrades, you can also choose whether you want to upsell the last room available or not.


The Earliest eligibility refers to when the system would start offering early arrivals and late departures. The default is 3 ½ days. If you don’t select a room type here, the system will default to all room types, but you can specify by room type if you choose.




Once you’ve configured these settings, be sure to click Save.

STEP 8: BRANDING


From BRANDING > Email, you can customize offer emails with your branding details. You can also access customizable fields and settings on the right side of the screen.

 

Configuration:

  1. Save Draft: Select this to save your changes throughout the updating process.
  2. Publish Draft: Make the current saved draft the official offer email sent to guests.
  3. The Send email section allows you to trigger sample emails to be sent to your email address.
  4. A published email is required to activate Stayntouch UpsellPRO.




Under BRANDING > Web, you can customize the guest offer page with your branding details. Moreover, you can access customizable fields and settings on the right side of the screen.


Configuration:

  1. Logo: Shared with the offer email. Update it on the email or web section; both remain the same.
  2. Fonts: Customize fonts used.
  3. Colors: Customize colors used.
  4. Images: Customize with your early arrival and late departure images or stick with the standard Stayntouch UpsellPRO images.





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