front office upselling training

Jongjit Janjam

IHM1311 FRONT OFFICE OPERATIONS

Unit 8: Front Office Up-Selling

Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations

Scope • Comprehend the basic philosophy of front

up-selling• Demonstrate front office up-selling from

demo hotel• Present the benefits / advantages • Use question techniques to explore the

guests’ need


what is an UPSELL?


An Upsell is an opportunity to introduce andsell to a customer a higher category of product that the guest was not aware of or the guest had not experienced previously.

1. Working guest2. Meeting / Entertaining 3. Relaxing 4. WOW!

Who can we sell to ?



Q&A

KNOW YOUR PRODUCTS!


DON’T• Busy • Guest is tired • You are not feeling well • No room available at check-in


Stages of Selling1. Tune in 2. Identify opportunities 3. Match needs 4. Seek agreement


Stage One - Tune in With Charisma:- Eye contact - Smile- Greeting- Pleasant tone - Provide a compliment

Appropriated compliments:• I’d like your ……………• Your son is very………..• What is your favorite football

team? • I notice that you like … I also

really like him very much!

“We are delighted to welcome you to……”


Stage Two Identify Opportunities

Ask appropriate direct sales question in a logicalsequence.• Will you be intending to hold any meeting during

your stay?• Would you like a rate inclusive of breakfast?• Do you like to relax at the end of the day with a

cocktail? See some appropriate questions from the hand-out.


• When we understand a person’s needs we can sell much more effectively.

• Some guests of their needs. At the front desk we usually don’t have time for a detailed analysis of every guest who arrives – and most guests do not want to answer a lot of questions. Still, we can usually ask some questions to uncover or confirm a guest’s needs.


Stage Three - Match Needs

• Restate the needs - Why are you selling to me? Because ….

• Suggest an Upsell- What are you selling to me? May I recommend the ………

• Explain the Benefits- What is the different and so what ..

(add advantage and benefit)• State the Price

- How much? And it is only an additional $ (net) per night), recommend with Confidence


Stages Four Seek agreement

Read buying signals 1. Positive Signals (yes)2. Hesitation Signals 3. Negative Signals


1. Positive Signals (yes)

Spoken Silent

What we should say? • “Excellent, thank you I am sure you’ll enjoy the

………. experience? • Shall I go ahead and check you into the……,

Mr.Smith?


2. Hesitation Signals

Spoken SilentPositive:“Our ….., also has (advantage & benefits).Negative: “Why don’t I escort you to your …….room and along the way, I have a ….that you could take a look. Would this be fine?

Tip: Offer to show purpose room photograph.


3. Negative Signals

Spoken Silent

What shall we say?

“Certainly, Mr. Smith. Our …is our most popular room. I am sure you will enjoy the experience”.

“Certainly, Mr. Smith. The (room) is also very

comfortable. Let me find you a nice one.



Q&A

Price resistance • Guest demonstrate price resistance because

they are not convinced that they are getting the best deal.

• To show that they are getting a good deal, show or tell them the difference between the supplement and the normal price.

“ Our normal price for this room is $….., and our “special deal” is only $ …..a saving of $ …….”


UPGRADES kill Upselling opportunties.

An example of what you could say to a guest who asks for an upgrade is as follows:

“Mr. Smith, we’re sorry we are not able to upgrade you, as we are expecting a lot of arrivals today at this special promotional price, we will able to sell these rooms.”

UPGRADES


Close the deal! • “My name is ……… and thank you for allowing

us to take care of you this ……, should you need any assistance at all I will be delighted to assist you through out your visit. Have a pleasant stay”.



Q&A

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