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Research Paper | Hotel Management | Volume 15 Issue 8, August 2026 | Pages: 365 - 373 | Russia
Team Bonuses Versus Individual Competition: An Organizational Behavioral Model for Enhancing Cross-Selling Across Reservation, Restaurant, and Housekeeping Departments
Abstract: The paper examines how shifting the motivational architecture of hotel frontline staff from individual competition to a hybrid regime that combines team bonuses with personal recognition mechanisms produces measurable improvements in cross-selling performance. The study addresses a persistent gap in hospitality management research: standard salary-plus-quota systems fail to sustain upselling activity during low-demand periods and generate destructive inter-employee rivalry that suppresses ancillary revenue. Drawing on a systematic literature review of peer-reviewed sources indexed in Scopus and Web of Science (2019-2025), self-determination theory, and an original case analysis of Hotel Volgograd-Intourist (Russia), the paper develops and empirically validates a five-mechanism integrated motivation model encompassing a double upsell reward, a team bonus for departmental revenue overperformance, a best upseller recognition program, a gamified prize-wheel scheme, and a cascading threshold bonus at 120%, 140%, and 160% of plan. Implementation of the model across reservation, restaurant, and housekeeping departments yielded a 45% increase in ancillary service revenue volume, a 30% rise in the average ancillary ticket, and an 11% gain in total hotel revenue in 2025 compared to 2024. The findings offer actionable recommendations for hotel operators, revenue managers, and human resource practitioners seeking evidence-based tools to increase total revenue per available room (TRevPAR) without proportional growth in staffing costs.
Keywords: cross-selling, hotel incentive systems, team bonus, upselling, KPI management, gamification, revenue management, housekeeping motivation, organizational behavior, TRevPAR optimization
How to Cite?: Svetlana Mizgireva, "Team Bonuses Versus Individual Competition: An Organizational Behavioral Model for Enhancing Cross-Selling Across Reservation, Restaurant, and Housekeeping Departments", Volume 15 Issue 8, August 2026, International Journal of Science and Research (IJSR), Pages: 365-373, https://www.ijsr.net/getabstract.php?paperid=SR26804165222, DOI: https://dx.doi.org/10.21275/SR26804165222