Use for junior front desk agent

1. Front DeskFront Desk
Up sellingUp selling

2. TopicsTopics
 The goals of the programThe goals of the program
 What Is Up selling?What Is Up selling?
 The Four Needs of A CustomerThe Four Needs of A Customer
 The Four Stages of SellingThe Four Stages of Selling
 Overcoming ResistanceOvercoming Resistance

3. The Goals of The ProgramThe Goals of The Program
The two main goals of this program are:The two main goals of this program are:
 To improve Guest SatisfactionTo improve Guest Satisfaction
 To increase Revenue and Improve the Average Room RateTo increase Revenue and Improve the Average Room Rate
The first goal, improving guest satisfaction, is the foundation for the second. WithoutThe first goal, improving guest satisfaction, is the foundation for the second. Without
good guest relationship, we have no chance of Up selling. Even though you already knowgood guest relationship, we have no chance of Up selling. Even though you already know
a lot about creating satisfied guests, we will review some key points to make sure we area lot about creating satisfied guests, we will review some key points to make sure we are
all working at the same level.all working at the same level.
With improved skills and confidence, we will be able to convince the guest in moreWith improved skills and confidence, we will be able to convince the guest in more
appropriate way and will generate revenue for the Hotel. You will find that upselling atappropriate way and will generate revenue for the Hotel. You will find that upselling at
the Front Desk have a significant effect on the average rate and therefore the overallthe Front Desk have a significant effect on the average rate and therefore the overall
financial performance of the Hotel.financial performance of the Hotel.

4. What IsWhat Is
Up selling?Up selling?
Up selling is an opportunity to introduce and sell to a customer aUp selling is an opportunity to introduce and sell to a customer a
higher category of product that the guest was not aware of, andhigher category of product that the guest was not aware of, and
he/she had not experienced previously.he/she had not experienced previously.
The key to up selling is to convince the guests that a higher roomThe key to up selling is to convince the guests that a higher room
category is worth the price difference. To do this, you need tocategory is worth the price difference. To do this, you need to
show the guests why they will be better off in a higher roomshow the guests why they will be better off in a higher room
category.category.
EVERY GUESTS ARE POTENTIAL TO BE UPSOLD! ScanEVERY GUESTS ARE POTENTIAL TO BE UPSOLD! Scan
and check the arrival lists on daily basis and determine who theseand check the arrival lists on daily basis and determine who these
potential guests are. Guest’s preferences, length of stay, rate thatpotential guests are. Guest’s preferences, length of stay, rate that
they are using, purpose of travel, with whom they are travelingthey are using, purpose of travel, with whom they are traveling
with etc. Those factors will help you in determining the type ofwith etc. Those factors will help you in determining the type of
room to be up sold, which are suitable for those particular guests.room to be up sold, which are suitable for those particular guests.

5. The best way to convince guests is by explaining relevant advantages and benefits.The best way to convince guests is by explaining relevant advantages and benefits.
Advantages : The difference between one room and another or what’s special about aAdvantages : The difference between one room and another or what’s special about a
room category.room category.
Benefits : The way in which that difference provides a relevant value to this guest.Benefits : The way in which that difference provides a relevant value to this guest.
Category : Club FloorCategory : Club Floor
Category : SuiteCategory : Suite
ADVANTAGES BENEFITS BUYERSADVANTAGES BENEFITS BUYERS
Complimentary eveningComplimentary evening
cocktailscocktails
You can relax at the end of a busy day and enjoy theYou can relax at the end of a busy day and enjoy the
comfort of the lounge with a refreshing drinkscomfort of the lounge with a refreshing drinks
Business peopleBusiness people
Leisure travelersLeisure travelers
ComplimentaryComplimentary
broadbandbroadband
So you can stay connected and be up-to-date withSo you can stay connected and be up-to-date with
your business dealings and prepare for your variousyour business dealings and prepare for your various
meetingsmeetings
Business peopleBusiness people
Business people holdingBusiness people holding
meetingsmeetings
Twice the size withTwice the size with
separate living room andseparate living room and
bed roombed room
So you will have more space to spread out and workSo you will have more space to spread out and work
This will enable us to place an extra bed in theThis will enable us to place an extra bed in the
room so the family will have more spaceroom so the family will have more space
Business peopleBusiness people
FamiliesFamilies
Has a lovely andHas a lovely and
comfortable sofa seatingcomfortable sofa seating
areaarea
Which mean you have a cozy corner to read and relaxWhich mean you have a cozy corner to read and relax
or have a family time with your wife and childrenor have a family time with your wife and children
FamiliesFamilies

6. The Four Needs ofThe Four Needs of
A CustomerA Customer
WorkingWorking
Meeting / EntertainingMeeting / Entertaining
RelaxingRelaxing
WOW / Special OccasionWOW / Special Occasion

7. The Four StagesThe Four Stages
of Sellingof Selling
Tune-InTune-In
Identify OpportunitiesIdentify Opportunities
Match NeedsMatch Needs
Seek AgreementSeek Agreement

8. Tune-InTune-In
What is Tuning-In ?What is Tuning-In ?
-- SmileSmile
-- Pleasant tonePleasant tone
-- Eye contactEye contact
-- Welcome greeting using the guest’s nameWelcome greeting using the guest’s name
-- Asking polite conversational questionsAsking polite conversational questions
-- Recognition of repeat guestsRecognition of repeat guests
-- Appropriate complimentsAppropriate compliments
-- Pace and MirrorPace and Mirror
-- Watching the guest’s mood and responding accordinglyWatching the guest’s mood and responding accordingly
““Welcome to the Grand Swiss-bel Hotel Medan “Welcome to the Grand Swiss-bel Hotel Medan “
““May I kindly ask for your last name sir/mdm …. Yes Mr. John we are expecting you “.May I kindly ask for your last name sir/mdm …. Yes Mr. John we are expecting you “.
““Mr. John, may I reconfirm that you will stay with us until Monday the 15Mr. John, may I reconfirm that you will stay with us until Monday the 15thth
??””
Ask rapport building general question e.g. Are you here for business or pleasure?Ask rapport building general question e.g. Are you here for business or pleasure?

9. Identify OpportunitiesIdentify Opportunities
 Questioning StrategyQuestioning Strategy
1.1. Non Sales QuestionsNon Sales Questions
-- How was your flight?How was your flight?
- How are you today?- How are you today?
2.2. General Sales QuestionsGeneral Sales Questions
- Are you here for business or pleasure?- Are you here for business or pleasure?
- What brings you to (your location)?- What brings you to (your location)?
- Is this your first time in (city)?- Is this your first time in (city)?
3.3. Direct Sales QuestionsDirect Sales Questions
““I notice that…”I notice that…” “does that mean…”“does that mean…”
Your office is 8 hours behind us…Your office is 8 hours behind us… You will be spending a lot of time on line inYou will be spending a lot of time on line in
the evening?the evening?
You have booked together with several otherYou have booked together with several other You will be holding meeting in the Hotel?You will be holding meeting in the Hotel?
colleagues…colleagues…
You will be here over the weekend…You will be here over the weekend… You will be having a chance to relax andYou will be having a chance to relax and
spend some time with us?spend some time with us?
You have reserved seats in our restaurant…You have reserved seats in our restaurant… This is a special occasion?This is a special occasion?

10. Identify OpportunitiesIdentify Opportunities
 Read registration card and confirm assumptionsRead registration card and confirm assumptions
 Look at visual clues for more signsLook at visual clues for more signs
 Ask appropriate direct sales questions in a logical sequenceAsk appropriate direct sales questions in a logical sequence
- Will you be intending to hold any meeting during your stay?- Will you be intending to hold any meeting during your stay?
- Are those meetings formal or relaxed and informal?- Are those meetings formal or relaxed and informal?
- How many persons are you expecting?- How many persons are you expecting?

11. Matching NeedsMatching Needs
After you have successfully Tuned In and Identified Opportunities, the next step is toAfter you have successfully Tuned In and Identified Opportunities, the next step is to
recommend an Up sell. With practice you will be able to quickly select which benefits will berecommend an Up sell. With practice you will be able to quickly select which benefits will be
the most appealing to each guest based on the cues you observe.the most appealing to each guest based on the cues you observe.
There are four steps to observe and they are :There are four steps to observe and they are :
1.1. Reinstate The NeedsReinstate The Needs
Why are you selling to me?Why are you selling to me? “Because you said that….”“Because you said that….”
2.2. Suggest An Up sellSuggest An Up sell
What are you selling to me?What are you selling to me? “May I recommend the….”“May I recommend the….”
3.3. Explain The BenefitsExplain The Benefits
What is the difference? And so what?What is the difference? And so what? “The difference is….”“The difference is….” (provide advantages)(provide advantages)
““So that….”So that….” (provide corresponding benefits)(provide corresponding benefits)
4.4. State The PriceState The Price
How much?How much? “And it’s only an additional $... Per night…..”“And it’s only an additional $... Per night…..”

12. Seek AgreementSeek Agreement
1.1. PositivePositive
If the signal is YES, then clarify by asking :If the signal is YES, then clarify by asking :
““Shall I go ahead and put you in the Suite Mr. Smith?”Shall I go ahead and put you in the Suite Mr. Smith?”
Reconfirming the decision :Reconfirming the decision :
““Excellent! I am sure you will enjoy the experience.”Excellent! I am sure you will enjoy the experience.”
2.2. HesitationHesitation
If the re is positive hesitation, provide an additional advantages and benefitsIf the re is positive hesitation, provide an additional advantages and benefits
““Our Suite also is one of our most popular rooms.”Our Suite also is one of our most popular rooms.”
If the hesitation is negative, offer to show a photograph or show the room itselfIf the hesitation is negative, offer to show a photograph or show the room itself
““May I show you the proposed room?”May I show you the proposed room?”
3.3. NegativeNegative
If the answer is negative, then reconfirm the original roomIf the answer is negative, then reconfirm the original room
““Certainly, Mr. Smith, the Deluxe room is very comfortable. Let me find you a nice one.”Certainly, Mr. Smith, the Deluxe room is very comfortable. Let me find you a nice one.”

13. Overcoming ResistanceOvercoming Resistance
Price ResistancePrice Resistance
-- RecognitionRecognition
““I understand that it may seems that way, but….”I understand that it may seems that way, but….”
-- ExplainExplain
““However….”However….”
-- CloseClose
Reinforcing original roomReinforcing original room
““Not to worry, your Deluxe is very lovely and comfortable.”Not to worry, your Deluxe is very lovely and comfortable.”
UpgradesUpgrades
Upgrades skill up selling opportunities!Upgrades skill up selling opportunities!
““Mr. Smith, I would love to upgrade you, but we are expecting a lot of arrivals today and atMr. Smith, I would love to upgrade you, but we are expecting a lot of arrivals today and at
these special supplements, this room type is very popular. We only have two left thisthese special supplements, this room type is very popular. We only have two left this
evening. Let me offer you a lovely Deluxe room (original room) on a higher floor and cityevening. Let me offer you a lovely Deluxe room (original room) on a higher floor and city
view.view.