UPSELLING

Upselling - Concept

Create Guest awareness about different room categories / facilities available

Create opportunities for Incremental Revenue

1 Category higher than booked

Facilities which are not part of room reservation package

Upsell – Features

Identify sales opportunities – Highlight potential guests

Interact and ask “Right” questions

Relate and offer right package as per guest preference

Highlight the advantages and benefits of upsell to Guest for successful conversion

Confirm the price and close the “Deal”

Follow Up and check on Guest Satisfaction / Offer Assistance

WHAT DO OUR GUESTS WANTS

ValueRecognition

Safety & Security

Top Quality ServiceCreate Happy & Loyal Guests

Personalized Experience

FEEL LIKEAN

INDIVIDUAL

Benefits

Increase Guest Satisfaction

Increase Rooms Profitability – YTD Rooms Profitability

Improve ADR – Impact on ADR YTD

Methodology

Effective Listening Skills

Body Language

Smile & Interact to find more

Right Sell and convince it is beneficial for Guest

When is the best time to make a suggestion?

When you reconfirm the reservation and room type

When the guest asks about the facilities, size of the room, view etc.

QUESTIONS A GUEST MAY ASKWhy are you selling me?

What are you selling me?

What is the difference?

"So what"?

How much?

"Because you are travelling with your family

I suggest you try one of our junior suites …

The difference is that you have separate living area

Which means that your child will have plenty of space to play around in, and that when he sleeps you and your wife can relax andwatch TV without disturbinghim

And it's only a supplement ofINR…….

Negative Buying Signals

Body Signals like:

Shaking Of Head, looking disinterested, turning away

In addition to silent signals guests often simply say “no!”. There are three ways a guest can say “no”

The unfriendly or definite “NO”

The general “NO”

The specific “NO”

Body Language What sort of actions might let the guest

see that we are getting impatient?

Tapping or clicking our pens

Looking around the room

Checking our watch

Moving too close to the guest

Tapping our foot

Fidgeting

Checking Satisfaction What are some of the advantages to

checking satisfaction?

Show we care

Professional image

If something is missing we can rectify without delay

If there is a problem we deal with it quickly and quietly

There is a chance to sell something else

Timing When is the best time to check

on satisfaction?

Soon – 5 to 10 minutes after guest reaches the room

During the show around

Why check so soon?

If there is a problem, the longer we leave it the more upset the guest is going to be.

Handling Guests reactionsWhat to do if the guest is happy?

Thank the guest, smile

Give your name and ask guest to contact you should they need any further assistance

What to do if the guest is unhappy?

ApologizeFind out whyAct to fix the problem and/or refer to the supervisorPossibly warn the other service staff

2% of the Room Revenue

Reasons For Growth

• Enhancement of Lounge

oDecorative Items ,Board Games, Books.oBetter Bar Display.oAdditional Starters.oDaily Monitoring Expenses

SummaryDon’t worry if a guest says “no” to your suggestion

Not all your suggestions will be accepted, and that is ok – don’t take it personally.

Guests say “no” because they don’t want your suggestion, not because they don’t like you

Even guests who do say “no” will appreciate your efforts to be helpful and professional

THANK YOU