The document outlines the philosophy and techniques of front office up-selling in the hospitality industry. It covers the process from understanding guest needs to presenting upsell opportunities and closing the deal, emphasizing effective communication and reading cues from guests. Key stages include tuning in, identifying opportunities, matching needs with appropriate products, and seeking agreement to enhance guest experience and increase revenue.

1. Jongjit Janjam
IHM1311 FRONT OFFICE OPERATIONS

2. Unit 8: Front Office Up-Selling
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3. 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
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4. what is an UPSELL?
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An Upsell is an opportunity to introduce and
sell to a customer a higher category of product
that the guest was not aware of or the guest
had not experienced previously.

5. 1. Working guest
2. Meeting / Entertaining
3. Relaxing
4. WOW!
Who can we sell to ?
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6. Dusit Thani College
Q&A

7. KNOW YOUR PRODUCTS!
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11. DON’T
• Busy
• Guest is tired
• You are not feeling well
• No room available at check-in
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12. Stages of Selling
1. Tune in
2. Identify opportunities
3. Match needs
4. Seek agreement
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13. 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……”
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14. Stage Two
Identify Opportunities
Ask appropriate direct sales question in a logical
sequence.
• 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.
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15. • 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.
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16. 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
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17. Stages Four
Seek agreement
Read buying signals
1. Positive Signals (yes)
2. Hesitation Signals
3. Negative Signals
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18. 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?
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19. 2. Hesitation Signals
Spoken Silent
Positive:
“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.
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20. 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.
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21. Dusit Thani College
Q&A

22. 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 $ …….”
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23. 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
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24. 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”.
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25. Dusit Thani College
Q&A