Etiquette x Revenue: 5 Guest-Facing Moves That Lift ADR, RevPAR, and Loyalty
Photo via Vecteezy
by Cassandra D. Arnold — The Etiquette Evangelist 🤎
Etiquette x Revenue: 5 Guest-Facing Moves That Lift ADR, RevPAR, and Loyalty
In our last article, we explored how etiquette supports revenue strategy in hospitality. Today, let’s get tactical. Below are five guest-facing etiquette moves your team can use to spark measurable upside in ADR, RevPAR, and guest lifetime value—without ever sounding “salesy.” As always, we lead with H.E.A.R.T.: Hospitality, Empathy, Attentiveness, Respect, and Trustworthiness.
1) Personalization that feels like care—not a CRM
Warm, specific recognition signals belonging, and belonging drives repeat stays. Train agents to use names, note preferences, and celebrate milestones. These micro-moments turn browsers into loyalists.
Try this: “Welcome back, Ms. Rivera! I reserved your preferred corner king with the quieter courtyard view. Would you like sparkling or still while we finish check-in?”
- Metric linkage: Higher repeat rate → stronger base occupancy → healthier RevPAR.
2) Service recovery with grace (and speed)
Issues happen. Etiquette turns them into trust. Use L.E.A.R.N.: Listen, show Empathy, take Action, Respond with a summary, and Notify management for follow-through.
Script: “I’m so sorry for the disruption. I’ve moved you to a quiet room, arranged luggage assistance, and added a courtesy credit. I’ll check back after you settle in.”
- Metric linkage: Saves the stay → reduces comp nights, protects ADR, and drives 5★ reviews that feed direct bookings.
3) Empathetic upselling (service, not push)
The most elegant upsell is a thoughtful match to the guest’s purpose. Ask one genuine question, then suggest one relevant enhancement.
Anniversary example: “Congratulations! May I arrange our romance set-up with rose turn-down and late checkout?”
- Metric linkage: Modest attachment rates across arrivals lift total revenue per occupied room and smooth seasonal dips.
4) First impressions that set spending intent
The lobby handshake frames the whole stay. Aim for a 3-minute check-in with a sincere smile, confident posture, and clear next steps.
Touchpoints: welcome beverage, map moment (“my three must-see blocks”), and a warm send-off to the elevators.
- Metric linkage: Positive affect on arrival correlates with higher in-stay spend (bar, F&B, experiences).
5) Consistency that compounds trust
Do the little things the same way every time: name usage, eye contact, graceful handoffs, and “welcome back” notes for returners. Consistency equals credibility—and credibility sells.
- Metric linkage: Predictable excellence → better review velocity → stronger pricing power.
Front Desk Mini-Playbook (print for shift huddles)
- Name + Purpose: “What brings you to Savannah?” (Listen for upsell clues.)
- One Helpful Gem: Offer a tailored insider tip (aligns with brand voice + city pride).
- One Gentle Offer: Suggest a single, relevant enhancement—then stop.
- Close with Care: “Anything I can arrange before dinner?”
- Note It: Log preferences & moments in the profile for next time.
Train Your Team with H.E.A.R.T. ♥
Ready to turn etiquette into measurable revenue? Book a strategy session with me to implement The Power of the Mention™—my branded, luxury-hospitality training system with ROI you can track.
Etiquette isn’t “extra.” It’s the operating system that turns touchpoints into revenue. Lead with grace, measure with rigor, and watch loyalty (and numbers) rise. 🤎
Polite Posse: How has exceptional etiquette changed a stay for you or your guests? Tell me below; your story could inspire a training tip!
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Cassandra D. Arnold — The Etiquette Evangelist
Where Southern charm meets modern etiquette.
Business inquiries: Cassandra@MannersManifest.com
© 2025 Cassandra D. Arnold. All Rights Reserved. The Power of the Mention™ is a branded training system of The Etiquette Evangelist. Do not copy or distribute without permission.