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The Challenge
  • The InterContinental Atlanta Buckhead, home of IHG Headquarters in the America’s, has been a very successful property regarding incremental Up Sell revenues; however due to a large Front Desk staff turn around, the numbers were decreasing in 2010.

The Solution
  • Implementing Incrementa’s Check In Up, Front Desk Up Sell Training,
  • Assessment of Up Selling prices and structure.
  • Implementation of a House Experience Program in order to increase Product Knowledge.
  • Restructure of their commission and incentives policies.

The Results
  • After implementation, the hotel was able to turn around their Up Sell results, increasing their numbers in more than 250%.
  • A direct and positive increase and impact on ADR and RevPAR.
  • Better customer experience.
  • Lower staff turn around.