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TSA’s Front Desk Upselling makes an immediate impact to drive ancillary revenue and guest service at iconic California properties

New YorkNovember 23, 2015 - TSA Solutions, the worldwide leader in hotel upselling solutions, expanded its portfolio of hotels in North America through a partnership with Pacific Hospitality Group (PHG), a hotel management and ownership company. The collaboration with PHG adds four properties under the company’s Meritage Collection portfolio to TSA’s growing roster of clients. The participating Collection hotels include Balboa Bay Resort, Bacara Resort & Spa, Estancia La Jolla Hotel & Spa, and Meritage Resort and Spa. Three of the hotels began implementing TSA’s Front Desk Upselling (FDU) in October. In less than a month, TSA’s technology tools and personalized coaching program helped each property develop techniques for even more accurately identifying the specific needs of each guest. Thanks to the program, PHG has already seen increases in average daily rate for each hotel, and expects annual upsell revenue to increase by a factor of four. The fourth property, Meritage Resort and Spa, will utilize TSA’s programs beginning in December. TSA now has partnerships with some of the most distinctive hotels in key cities and resort locations in North America.

 “Not only does our partnership with TSA provide our customers with a better stay experience, it also serves as an excellent motivational tool for our front office teams,” said Steve Arnold, president and COO of the Meritage Collection’s parent company, Pacific Hospitality Group. “TSA’s sophisticated training and online platform energizes our associates and drives bottom line profit. With multiple premium room types selling to affluent guests in highly competitive markets, TSA has already made an impact on our ability to generate ancillary revenues and pinpoint our guests’ needs, converting up to 8 percent of arrivals to premium room types. In fact, we have come to understand that upselling is a critical component of any revenue management program. TSA’s technology, personalized programs of training, on property support and reporting, have quickly helped us maximize the potential for generating meaningful new upsell revenues at the front desk.”

With nearly 1,000 hotel partners in 60 countries around the world, TSA Solutions is the undisputed innovator in the upselling space. With a renewal rate of better than 85% among its partners, TSA Solutions is committed to forming long-term working relationships that result in mutual success. TSA’s Front Desk Upselling programs combine proven training techniques with daily and monthly performance measurement tools, reports and monthly planning and strategy meetings, to ensure ongoing success and high ROI. A dedicated TSA Performance Consultant stays engaged for the duration of the partnership – both onsite and remotely.

Oliver Deubel, Director of Business Development – West Coast, said, “We are delighted to partner with Pacific Hospitality Group to contribute to the success of its unique luxury and lifestyle resorts through our upselling programs. The results so far are validation of the value TSA’s programs can bring to high end and resort properties.” He concluded, “As our portfolio of hotel partners on the west coast and throughout North America grows, we look forward to providing updates on the specific impact our programs have made, as well as new services we will be introducing to take upselling to an altogether new level.”  

For more information about TSA Solutions, please visit

About TSA Solutions

TSA Solutions is the worldwide leader in hotel upselling solutions. TSA helps nearly 1,000 hotel partners in 60 countries achieve measurable and sustainable increases in incremental revenue and RevPAR - capturing more than $200 million USD in annual incremental revenue, with an average ADR increase of 2%. With no upfront investment cost for the majority of its programs, TSA’s technology, training, and performance management tools also supports hotels’ efforts to increase guest satisfaction and boost personnel retention.

TSA is also building intuitive new technology applications to drive business for hoteliers, as it helps them adapt to rapidly changing marketplace conditions.

TSA continues to evolve its solutions to support hoteliers in capturing even more incremental revenue, with programs in reservations, sales, restaurant/bar.

Founded in 1987, TSA Solutions is headquartered in Singapore and maintains operations throughout Asia-Pacific, the Middle East, Europe and North America.

Contact: Marjorie Gonzalez

Contact: Michael Frenkel / (212) 808-6559

About Meritage Collection

Meritage Collection is a new lifestyle collection from Pacific Hospitality Group, which includes independent hotels, resorts, wineries, and golf courses. Meritage Collection offers exceptional travel and one-of-a-kind experiences in five of California’s most spectacular locations—Napa Valley, Santa Barbara, Huntington Beach, Newport Beach, and La Jolla. Established in 2013, the Meritage Collection blends the best in best in leisure and group travel, and it is made up of the following hotels – The Meritage Resort and Spa, Bacara Resort & Spa, Paséa Hotel & Spa, Balboa Bay Resort, and Estancia La Jolla Hotel & Spa. For more information about Meritage Collection, please visit

About Pacific Hospitality Group

Since 1987, Pacific Hospitality Group (PHG) has maintained a strategic vision and strong sense of core values as guiding principles for business success. With luxury hotel properties from Napa Valley to Southern California, PHG’s growing portfolio of hotel and resort investments reinforces the company’s cohesive vision. PHG manages, develops, finances, and owns hotel assets in California. Its Meritage Collection properties include Bacara Resort & Spa in Santa Barbara, Balboa Bay Resort in Newport Beach, Estancia La Jolla Hotel & Spa, and The Meritage Resort and Spa in Napa Valley along with Paséa Hotel & Spa in Huntington Beach opening in early 2016. Also, the company owns and operates the Wyndham Anaheim Garden Grove, AC Hotel New Orleans Bourbon/French Quarter Area, DoubleTree by Hilton Irvine Spectrum, and DoubleTree by Hilton Santa Ana / Orange County Airport. PHG successfully operates its hotels by consistently growing revenue while effectively managing costs, thereby maximizing each hotel’s NOI. By using a cluster strategy, PHG is committed to increasing its market share and adding value to its portfolio through renovations, repositioning, and expansion. 

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