1. UPSELLIN
G

2. 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

3. 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

4. WHAT DO OUR GUESTS
WANTS
Value
Recognition
Safety & Security
Top Quality ServiceCreate Happy & Loyal Guests
Personalized Experience
FEEL LIKE
AN
INDIVIDUAL

5. Benefits
Increase Guest Satisfaction
Increase Rooms Profitability – YTD Rooms
Profitability
Improve ADR – Impact on ADR YTD

6. Methodology
 Effective Listening Skills
 Body Language
 Smile & Interact to find more
 Right Sell and convince it is beneficial for Guest

7. 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.

8. QUESTIONS A GUEST MAY ASK
Why 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 and
watch TV without disturbing
him
And it's only a supplement of
INR…….

9. 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”

10. 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

11. 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

12. 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.

13. Handling Guests reactions
What 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?
Apologize
Find out why
Act to fix the problem and/or refer to the supervisor
Possibly warn the other service staff

14. 2% of the Room
Revenue

15. Reasons For Growth
• Enhancement of Lounge
oDecorative Items ,Board Games, Books.
oBetter Bar Display.
oAdditional Starters.
oDaily Monitoring Expenses

16. Summary
Don’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

17. THANK YOU