Large Integrated Resort Hotel URS
Smarter upgrades.
A smoother arrival.
A 1,500-room Las Vegas resort brought a more consistent, data-driven approach to front desk upgrades with LuxSell URS.
rooms in Las Vegas
upgrade revenue
Agilysys integration
The challenge
Room pricing was dynamic. Upgrades were still static.
The resort had an experienced revenue management team, but its upgrade program relied on fixed pricing and ad hoc methods. The team wanted to apply the same discipline to upgrades that it already brought to room pricing.
Any change also needed to support efficient check-ins and maintain front desk performance, so guests could consider their options without slowing the arrival experience.
The solution
A consistent upgrade process, built into the workflow.
LuxSell delivered automated, optimized upgrade offers at the front desk, integrated with Agilysys LMS. Comprehensive staff training and an initial performance review supported the rollout.
Optimized upgrade offers
A more informed approach to upgrade pricing.
Agilysys LMS integration
Connected to the resort’s existing property system.
Front desk training
Comprehensive training for all front desk team members.
Early performance review
An initial review helped the team establish its approach.
The outcome
+50%increase in upgrade revenue
More upgrade revenue. Shorter check-in times.
The resort reported a 50% increase in upgrade revenue, with consistent gains across front desk agents. Check-in times decreased and agent performance remained stable, with progress across the property’s success metrics.
Results reflect this property’s experience and are not a forecast or guarantee for other properties.
What changed for the team
Guest choice and operational efficiency worked together.
The resort gave its team a more consistent way to present upgrades while improving the check-in process. The result connected a revenue opportunity with a smoother arrival experience.
Watch the case study
The story in motion.
Watch the original integrated resort case study, or explore the challenge, solution and reported results above.
Questions & answers
A better approach to resort upgrades.
Questions about guest choice, front desk workflows and LuxSell URS.
What is hotel upselling software?
Hotel upselling software helps a property offer guests optional room upgrades and add-ons. It can support offer pricing, delivery and performance tracking, giving teams a more consistent way to present options that may suit a guest’s stay.
How can room upgrades improve the guest experience?
An upgrade can give guests more space, a preferred view or room features they value. Clear descriptions, transparent pricing and the freedom to decline help guests decide whether an offer is right for them.
How did LuxSell fit into this resort’s front desk workflow?
LuxSell URS delivered automated, optimized upgrade offers at the front desk and integrated with Agilysys LMS. Luxe Pricing trained all front desk team members and conducted an initial performance review.
What should a resort measure when evaluating LuxSell?
Review upgrade revenue alongside check-in times and agent performance. Those were key measures in this case: the resort reported 50% more upgrade revenue, shorter check-in times and stable agent performance. Each property should establish its own baseline and goals.
Your next chapter
Make more possible with LuxSell.
Explore how relevant room upgrades and a consistent front desk process could support your property.