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Creating Front Desk Team Targets

Set realistic front desk team targets using performance data and built-in calculators to drive engagement, accountability and upsell revenue.

Creating monthly Team Targets helps motivate your Front Desk team, set clear expectations, and drive upsell revenue performance. This guide explains how to create realistic and achievable targets using the UpsellGuru Target Calculator.

Best Practices Before You Start

Before creating your targets, keep the following recommendations in mind:

  • Create targets during the week prior to the new month to ensure your team starts the month with clear goals.
  • Set realistic and achievable targets. Overly aggressive targets can negatively impact motivation and performance.
  • Use the Target Calculator to help estimate fair and data-driven targets based on your hotel's performance indicators.

Step-by-Step Guide

1. Navigate to the On-Arrival Program Dashboard

Access your On-Arrival Program Dashboard where all On-Arrival settings and performance tools are managed.

2. Open Team Targets

Navigate to: Setup > Team Targets

This section allows you to configure monthly upsell targets for your Front Desk team.

3. Add a New Monthly Target
  • Click on “Add Target”
  • Select the month for which you want to create the target
  • Enter or calculate the target amount

Using the Target Calculator

We strongly recommend using the built-in Target Calculator to help determine a realistic monthly goal.

The calculator estimates a recommended target based on your hotel’s operational data and upsell strategy.

Information Required

Hotel Occupancy

Your expected occupancy percentage for the month.

ALOS (Average Length of Stay)

Your hotel’s average guest stay duration.

ADR (Average Daily Rate)

Your average room rate. This will auto calculate your Upsell Supplement (30% - industry average). 

Low Potential Market Mix

Estimate the percentage of reservations with lower upsell potential, such as: Groups, Crew, Contracted business and other restricted segments.

Upsell Goal (%)

Define the percentage of all arrivals you aim to convert through the On-Arrival upselling program. Average performers are around 4-6% and high performers between 6-10%. 

Upsell LOS

Enter the expected Length of Stay for upgraded reservations if different from your standard ALOS. Upsell LOS might vary from your standard LOS. 

Average Upsell Supplement

The average additional amount guests typically pay for an upgrade.

Review and Adjust the Suggested Target

Once all information is entered, the calculator will recommend a monthly target. You can accept or manually adjust the suggested target.

Once targets are created, they are visible directly within the Agents Dashboard, allowing the team to:

  • Track progress throughout the month
  • Monitor performance against goals
  • Stay motivated and engaged
  • Identify if additional focus is needed before month-end

Recommendations for Successful Target Setting

  • Review targets monthly
  • Communicate targets clearly with the Front Desk team
  • Track progress regularly throughout the month
  • Celebrate achievements and strong performance
  • Combine targets with incentive programs for better engagement