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FRONT OFFICE
UPSELLING
• The use of certain words and phrases that
will make the guest feel satisfied buying
something he would not otherwise hav...
Contents of the program
• Identify sales opportunities
• Build rapport with guests
• Match guests’ needs with appropriate
...
What should we keep in mind
when we think of UP selling?
Who are our guests?
• Business • Leisure
WHAT DO OUR GUESTS
WANTS
Valued
Respected
Recognised
Secure
Safe
Confident
Supported
& Taken Care Of
Treated Honestly
& Fa...
Selling the hotel
• Recognize when you have an opportunity
to sell
• Listen to the guest’s needs
• Recommend the facilitie...
Outcomes
• Increase guest satisfaction
• Increase the average room rate
• Increase conversions
Upselling techniques
Always use :
Your Ears….
Eyes….
Mouth….
Heart…..
What do you use eyes for?
•Eye contact
•Read body language (identify guests
needs)
What do you use your ears for?
Listening to find out guests
needs
What do you do with your
mouth?
•Smile - establish rapport
•Speak / sell / describe / convince
What do you do with your heart?
• Care for the guest
How do we sell an experience
to a guest?
• Show them the way to the location
• Tell them what’s available
• Describe the c...
Powerful selling words
- Fully equipped - Elegant
- Magnificent
- Exclusive
- Beautiful View
- Superb
- Genuine
- Luxuriou...
Learning how to sell better
• Selling by suggesting
• Handling Objections
• Selling higher category room type
• Describing...
Selling by Suggesting
How does it help us if we give suggestions
rather than waiting for the guest to make up
his or her m...
When is the best time to
make a suggestion?
• When you reconfirm the reservation and
room type
• When the guest asks about...
QUESTIONS A GUEST MAY ASK
Why are you selling me?
What are you selling me?
What is the difference?
"So what"?
How much?
"B...
Group Activity- 4 Minutes
What is the difference between
“Advantages” and “Benefits” in connection
to “Up selling” ?
(Grou...
KEYS TO UNDERSTAND
• The Difference Between Advantages And
Benefits
• Identify Guest Needs
• Screen The Needs
• Identify T...
Buying Signals
• A buying signal is a reaction; something
that the guest says or does which tells us
how he feels about ou...
Positive Signals
Can you think of any signals that tell
us that the guest has a positive
reaction to our suggestion?
They could be Spoken Signals
(things they say)
or
Silent Signals (things they do)
Positive Signals
• Spoken Signals – What sort of things do
guests say that show a positive reaction?
– Asking a question
–...
Negative Buying Signals
Body Signals like:
• Shaking Of Head, looking disinterested,
turning away
• In addition to silent ...
Unfriendly/Definite NO
How should we handle this type of guest?
• Let the guest decide for himself – don’t
make any furthe...
General NO
• A general “NO” indicates a disinterest in the
whole category of room types
How should we handle a general “NO...
Price Objection
“That sounds expensive”
• Empathize/agree/Explain why it is
expensive
• Offer alternative which will satis...
Overcoming Hesitation
• Use powerful & enthusiastic
expressions:
– It is luxurious
– It is fully equipped
– It is exclusiv...
Encourage
How do we encourage a guest to
buy?
• Speak and act with confidence, give
your personal guarantee
Body Language
What sort of actions might let the guest
see that we are getting impatient?
• Tapping or clicking our pens
•...
Checking Satisfaction
What are some of the advantages to
checking satisfaction?
• Show we care
• Professional image
• If s...
Timing
When is the best time to check
on satisfaction?
• Soon – 5 to 10 minutes after guest
reaches the room
• During the ...
Timing
Why check so soon?
• If there is a problem, the longer we
leave it the more upset the guest is
going to be.
What not to say
• Is everything ok?
• Any problems
• Any Complaints
• Was that good?
• Is it delicious?
Handling Guests
reactions
What to do if the guest is happy?
• Thank the guest, smile
• Give your name and ask guest to con...
The Learning Loop
Recognize
skills
Benchmark
Yourself
Measure
Results
Practice
On the job
Plan
Improve
-ment
Improving you...
QUESTIONS?
Summary
• Don’t worry if a guest says “no” to your
suggestion
• Not all your suggestions will be accepted,
and that is ok ...
Summary
• Don’t be scared or bothered by objections.
The main thing is to handle the objections
with confidence.
• If a cu...
Handling Objections
• Don’t be scared by an objection
• We will often face objections
• Guests will challenge you
• Some c...
Already decided
Some guests have already
decided what they want: when
we attempt to sell something
else they say “No I wou...
Remember
You first have to care for the guest, he / she must feel
that your priority is his / her comfort and delight
Repe...
THANK YOU
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Hotel Front Office Up-Selling

Concise training program that will help any hotel generate more profit through upselling.

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Hotel Front Office Up-Selling

  1. 1. FRONT OFFICE UPSELLING
  2. 2. • The use of certain words and phrases that will make the guest feel satisfied buying something he would not otherwise have bought • Up selling is easy if we think of it as a way of helping out the guest and creating a satisfying solution to fulfill a need Definition of Up selling
  3. 3. Contents of the program • Identify sales opportunities • Build rapport with guests • Match guests’ needs with appropriate products • Describe the advantages of every available room category and their benefits to guests • Make recommendations clearly and confidently • Track your upselling results
  4. 4. What should we keep in mind when we think of UP selling?
  5. 5. Who are our guests? • Business • Leisure
  6. 6. WHAT DO OUR GUESTS WANTS Valued Respected Recognised Secure Safe Confident Supported & Taken Care Of Treated Honestly & Fairly No Discrimination Empowered Informed Given Choice FEEL LIKE AN INDIVIDUAL
  7. 7. Selling the hotel • Recognize when you have an opportunity to sell • Listen to the guest’s needs • Recommend the facilities and services • Take the opportunity to sell a better service or product
  8. 8. Outcomes • Increase guest satisfaction • Increase the average room rate • Increase conversions
  9. 9. Upselling techniques
  10. 10. Always use : Your Ears…. Eyes…. Mouth…. Heart…..
  11. 11. What do you use eyes for? •Eye contact •Read body language (identify guests needs)
  12. 12. What do you use your ears for? Listening to find out guests needs
  13. 13. What do you do with your mouth? •Smile - establish rapport •Speak / sell / describe / convince
  14. 14. What do you do with your heart? • Care for the guest
  15. 15. How do we sell an experience to a guest? • Show them the way to the location • Tell them what’s available • Describe the contents of the experience using Power Words
  16. 16. Powerful selling words - Fully equipped - Elegant - Magnificent - Exclusive - Beautiful View - Superb - Genuine - Luxurious - Unique - Welcoming staff - Tempting - Irresistible - Exotic - Amazing
  17. 17. Learning how to sell better • Selling by suggesting • Handling Objections • Selling higher category room type • Describing the suggested room type • Positive buying signals/confirm the room type • Dealing with “no”/offering alternatives • Overcoming hesitation • Checking satisfaction
  18. 18. Selling by Suggesting How does it help us if we give suggestions rather than waiting for the guest to make up his or her mind? • It saves time • It helps project a better image • It increases the sale
  19. 19. 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. • When you are invited to
  20. 20. 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 USD…….
  21. 21. Group Activity- 4 Minutes What is the difference between “Advantages” and “Benefits” in connection to “Up selling” ? (Group 1) Please list the advantages the guest may have if being up sold (Group 2) Please list the benefits the guest will enjoy if he takes the up sell
  22. 22. KEYS TO UNDERSTAND • The Difference Between Advantages And Benefits • Identify Guest Needs • Screen The Needs • Identify The Right Room • Use The Advantages And Benefits To Influence The Sell • Find The Selling Triggers • Introducing Upselling
  23. 23. Buying Signals • A buying signal is a reaction; something that the guest says or does which tells us how he feels about our suggestion • What sort of reaction and signal do you get from a guest? – Positive (interested – green light) – Negative (Not interested – red light) – Hesitate (Not sure – amber light)
  24. 24. Positive Signals Can you think of any signals that tell us that the guest has a positive reaction to our suggestion?
  25. 25. They could be Spoken Signals (things they say) or Silent Signals (things they do)
  26. 26. Positive Signals • Spoken Signals – What sort of things do guests say that show a positive reaction? – Asking a question – Saying something good about the item • Silent signals - Guests reactions are often shown in their body language – Head & face – Hands & arms – Body & legs
  27. 27. 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”
  28. 28. Unfriendly/Definite NO How should we handle this type of guest? • Let the guest decide for himself – don’t make any further suggestions unless he asks for some • Give him space, move away until he is ready; avoid doing anything that might cause offence. Possibly advise other associates
  29. 29. General NO • A general “NO” indicates a disinterest in the whole category of room types How should we handle a general “NO”? • Sometimes “NO” means “Persuade me” if the clients body language is relaxed
  30. 30. Price Objection “That sounds expensive” • Empathize/agree/Explain why it is expensive • Offer alternative which will satisfy guest’s requirement in a similar fashion
  31. 31. Overcoming Hesitation • Use powerful & enthusiastic expressions: – It is luxurious – It is fully equipped – It is exclusive • As a professional salesperson, you know your product. To overcome hesitation, show off your knowledge and your confidence
  32. 32. Encourage How do we encourage a guest to buy? • Speak and act with confidence, give your personal guarantee
  33. 33. 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
  34. 34. 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
  35. 35. Timing When is the best time to check on satisfaction? • Soon – 5 to 10 minutes after guest reaches the room • During the show around
  36. 36. Timing Why check so soon? • If there is a problem, the longer we leave it the more upset the guest is going to be.
  37. 37. What not to say • Is everything ok? • Any problems • Any Complaints • Was that good? • Is it delicious?
  38. 38. 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
  39. 39. The Learning Loop Recognize skills Benchmark Yourself Measure Results Practice On the job Plan Improve -ment Improving your Performance Self-development process
  40. 40. QUESTIONS?
  41. 41. 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
  42. 42. Summary • Don’t be scared or bothered by objections. The main thing is to handle the objections with confidence. • If a customer challenges your suggestion, be ready to answer back with confidence. • If you are selling something, be prepared to say WHY you suggested it • Often a customer will buy our suggestion even after giving an objection. Just like us we sometimes say “It’s expensive but still buy it
  43. 43. Handling Objections • Don’t be scared by an objection • We will often face objections • Guests will challenge you • Some customers just say “no” to our recommendations
  44. 44. Already decided Some guests have already decided what they want: when we attempt to sell something else they say “No I would rather have…” • Reinforce the guest’s choice • Eg. If the guest has chosen Club Room, say: Good choice Mr/Mrs Smith, the Room has a fantastic view
  45. 45. Remember You first have to care for the guest, he / she must feel that your priority is his / her comfort and delight Repeat customers are vital to the business, sell the product the guest wants, not what you want to sell. Excellent service = Excellent sales
  46. 46. THANK YOU

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