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Cómo una empresa de gestión de alquileres vacacionales hace upselling de productos y servicios para mejorar la experiencia de los huéspedes y conseguir que repitan.
Jacky Fernandes es el Director de Operaciones y Marketing de Intiholidays, una empresa de gestión de alquileres vacacionales con servicio completo situada en la costa pintoresca, Algarve en Portugal. Jacky es un veterano de la hostelería, ya que ha trabajado con algunas de las marcas más destacadas del sector hotelero durante 20 años.
Después de investigar el tema, Jacky eligió las guías digitales de Hostfully. Además de ser una forma eficaz de compartir el manual de la casa y las recomendaciones locales, las guías también ofrecían la función de mercado que se puede utilizar para las ventas adicionales. Tras crear su primera guía digital, Jacky creó su Marketplace de ventas adicionales. “Quería ofrecer servicios que mejoraran las vacaciones de mis huéspedes”, añade Jacky. Su primera serie de ventas adicionales fue para artículos que los viajeros internacionales a veces olvidan. Normalmente, se trata de adaptadores de enchufes.
Para llevar a cabo esta venta adicional, Jacky guarda una caja de adaptadores en su vehículo. Como dice Jacky, “todas las propiedades están cerca unas de otras, así que hacer una parada para dejar el adaptador no es un inconveniente”. Jacky también se dio cuenta de que la mayoría de los viajeros internacionales visitan la zona por sus playas de arena. Sin embargo, la mayoría viaja sin toalla de playa. Así que Jacky utilizó el mercado de Hostfully para ofrecer toallas de playa como mejora. Como dice Jacky, “la venta de toallas de playa es un gran complemento, ya que los huéspedes no quieren arena en sus toallas de casa. Les ayuda y nos permite compensar el gasto añadido de la lavandería”.
Al darse cuenta del potencial para aumentar la experiencia de los huéspedes, Jacky añadió estas otras ventas adicionales a su oferta:
Desde la experiencia del huésped, las ventas adicionales se realizan a través de la Guía Digital de Hostfully. Cuando se adquiere un servicio o producto, la integración con Stripe solicita al huésped que realice el pago:
De principio a fin, Jacky creó guías para sus 35 propiedades en poco menos de dos días. Y eso que tuvo que tener en tres idiomas diferentes, con información adaptada a cada propiedad. Para ello, Jacky creó una plantilla de guía con recomendaciones locales, el Mercado, un manual básico de la casa y un mensaje de bienvenida. Copió esa guía para todas sus propiedades y añadió información personalizada para cada una de ellas.
Como dice Jacky, “Los ingresos extra de las ventas adicionales no me harán jubilarme pronto. Sin embargo, si me ayuda a conseguir más reservas directas”. Jacky añade que “al ofrecer un servicio tan personalizado, los huéspedes disfrutan más de sus estancias, lo que se traduce en mejores reseñas y aumenta las posibilidades de que reserven en una de mis otras propiedades.” En el momento de redactar este estudio de caso, el porcentaje de reservas de Intiholidays que venían de huéspedes repetidores o de huéspedes que de recomendaciones superaba el 40%.
Hostfully ofrece dos soluciones premiadas y que son líderes en el sector: las guías digitales y la plataforma de gestión de propiedades (PMP). Nuestros productos están construidos desde cero para ayudar a los propietarios y gestores de alquileres vacacionales a agilizar sus procesos y aumentar sus resultados. Estas son algunas de las otras características que los clientes de Hostfully como Jacky utilizan para gestionar (y escalar) sus operaciones:
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