Improve Revenue by Optimizing MOR and Reservation Agent

[krisnaBukitVista]

DESCRIPTION

This project aims to enhance guest communication and optimize revenue opportunities through targeted upselling and personalized recommendations during the pre-check-in phase. By refining the timing of recommendations and alerting the revenue team to guest inquiries about pricing, the plan seeks to boost conversion rates, achieve revenue targets, and maintain a high location rating.

PROBLEM

• Upselling opportunities are being missed due to untimely recommendations
• Guest inquiries about pricing are not being leveraged to inform revenue strategy.
• Location ratings are not improving as anticipated

SOLUTIONS

• Set recommendations for upselling during pre-check-in, allowing guests to receive upselling offers immediately after booking confirmation.
• Adjust the timing for sharing location recommendations based on the booking window to better align with the guest's booking schedule. Specifically, share event recommendations only with guests who have a short booking window (D-5 or less) to boost location ratings.
• Notify the revenue manager anytime a guest asks a question related to pricing, providing valuable insights for reconsidering pricing decisions. This is achieved by tagging and escalating inquiries in the reservation system to Kak Bella under the "request cost" category.

MEASUREMENT METRICS

• Increase inquiry conversion rate
• Achieve the revenue target for September
• Maintain or improve the location rating

SLA

• Increase inquiry conversion rate to 25%
• Achieve the revenue target in September
• Reach a monthly location rating of 77% in last 2 weeks of September

Team Member

@Ardy-BukitVista

[Vidiskiu]

MVP: https://docs.google.com/spreadsheets/d/1Da3pviOwqdO_8W5gBfP2mL1ZUwnd5dc05m0GBCM3fBc/edit?gid=0#gid=0