OPERA Cloud Guest Engagement and Merchandising
Grow revenue with personalized upgrades and services
Maximize upselling opportunities while making each stay more personal. OPERA Cloud Guest Engagement and Merchandising uses reservation details and live availability data to present targeted offers before arrival and at check-in.
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Personalize every upsell offer
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Automate the upgrade process
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Grow upsell revenue
Personalized offers and pricing
Put the right offer in front of each guest at the right time.
Premium rooms, room attributes, and ancillary services can be overlooked when offers are fixed or depend on staff memory. OPERA Cloud Guest Engagement and Merchandising uses reservation details, purchase behavior, demand signals, and live inventory to determine which offers to present, when to present them, and how to price them.
Hotels can present relevant room upgrades, amenities, and services based on each guest’s booking and current availability, without manually assessing every reservation. Guests discover options that complement their plans, while hotels gain a more consistent way to grow revenue beyond the original booking.
Upgrade requests
Give guests more ways to enhance their stay after booking.
Guests’ plans and preferences can evolve after they book; they may want a larger room, a better view, an early check-in, or a service added to their stay.
With OPERA Cloud Guest Engagement and Merchandising, hotels can invite upgrade requests through the booking confirmation page, follow-up emails, preregistration, mobile check-in, or pre-arrival messages. Hotels can configure rules to automatically approve eligible requests or route them to staff for review based on availability. Once a request is approved, OPERA Cloud updates the reservation.
Confirmed upgrades
Let guests confirm their upgrade before arrival.
Give guests the certainty of a confirmed room upgrade while premium inventory is still available. OPERA Cloud Guest Engagement and Merchandising uses reservation details and current room availability to identify eligible upgrades and determine pricing. When a guest accepts an offer, OPERA Cloud automatically updates the reservation, including the room assignment and applicable charges.
Upselling at check-in
Make relevant offers without slowing the welcome.
Front desk staff need to balance a welcoming arrival with the practical steps of check-in. Easy access to relevant upgrades and services helps them personalize the stay while keeping the process moving.
OPERA Cloud Guest Engagement and Merchandising displays pending requests, confirmed upgrades, and available offers within OPERA Cloud reservation and check-in screens. Staff can review options with the guest, accept an offer on their behalf, and complete check-in without switching applications.
Offer performance tracking
Turn performance insights into more effective offers.
Understanding upsell performance takes more than tracking total revenue. Revenue and operations leaders need to see which offers guests accept, how results vary across properties, and where front desk teams could benefit from coaching.
OPERA Cloud Guest Engagement and Merchandising tracks acceptance rates, upgrade volume, upgrade revenue, and individual and team performance across a hotel or hotel group. Leaders can use these insights to identify successful offers, set targets, refine rules and pricing, and focus coaching where it can make the greatest difference.
