Upsells are simply a good measure of the effectiveness of your spa team to sell.
This metric is expressed as %
And calculated by Number of Treatment Upgrades Sold / Total Treatments Sold
Upgrades can be sold any time after the initial booking is requested, right up until the time the treatment begins.
They can also be made by any member of staff.
It’s a popular KPI to incentivise. But if you’re going to do that, just make sure you’re very clear on exactly when an Upsell takes place. Otherwise it can be easy to game the system.
#spabusiness #hotelspa #spametrics #KPI