Front DeskFront DeskUp sellingUp selling

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

The Goals of The The Goals of The ProgramProgram

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 first goal, improving guest satisfaction, is the foundation for the second. Without good guest relationship, we have no chance of the second. Without good guest relationship, we have no chance of Up selling. Even though you already know a lot about creating Up selling. Even though you already know a lot about creating satisfied guests, we will review some key points to make sure we satisfied guests, we will review some key points to make sure we are all working at the same level.are all working at the same level.

With improved skills and confidence, we will be able to convince With improved skills and confidence, we will be able to convince the guest in more appropriate way and will generate revenue for the guest in more appropriate way and will generate revenue for the Hotel. You will find that upselling at the Front Desk have a the Hotel. You will find that upselling at the Front Desk have a significant effect on the average rate and therefore the overall significant effect on the average rate and therefore the overall financial performance of the Hotel.financial performance of the Hotel.

What Is What Is

Up Up sellingselling??

Up selling is an opportunity to introduce and sell to Up selling is an opportunity to introduce and sell to a customer a higher category of product that the a customer a higher category of product that the guest was not aware of, and he/she had not guest was not aware of, and he/she had not experienced previously.experienced previously.

The key to up selling is to convince the guests that a The key to up selling is to convince the guests that a higher room category is worth the price difference. higher room category is worth the price difference. To do this, you need to show the guests why they will To do this, you need to show the guests why they will be better off in a higher room category.be better off in a higher room category.

EVERY GUESTS ARE POTENTIAL TO BE UPSOLD! EVERY GUESTS ARE POTENTIAL TO BE UPSOLD! Scan and check the arrival lists on daily basis and Scan and check the arrival lists on daily basis and determine who these potential guests are. Guest’s determine who these potential guests are. Guest’s preferences, length of stay, rate that they are using, preferences, length of stay, rate that they are using, purpose of travel, with whom they are traveling with purpose of travel, with whom they are traveling with etc. Those factors will help you in determining the etc. Those factors will help you in determining the type of room to be up sold, which are suitable for type of room to be up sold, which are suitable for those particular guests.those particular guests.

The best way to convince guests is by explaining relevant advantages The best way to convince guests is by explaining relevant advantages and benefits.and benefits.Advantages : The difference between one room and another or Advantages : The difference between one room and another or what’s special about a room category.what’s special about a room category.Benefits : The way in which that difference provides a relevant Benefits : The way in which that difference provides a relevant value to this guest.value to this guest.

Category : Club FloorCategory : Club Floor

Category : SuiteCategory : Suite

ADVANTAGES BENEFITS ADVANTAGES BENEFITS BUYERS BUYERS

Complimentary Complimentary evening cocktailsevening cocktails

You can relax at the end of a busy day You can relax at the end of a busy day and enjoy the comfort of the lounge with and enjoy the comfort of the lounge with a refreshing drinksa refreshing drinks

Business peopleBusiness people Leisure travelersLeisure travelers

Complimentary Complimentary broadbandbroadband

So you can stay connected and be up-to-So you can stay connected and be up-to-date with your business dealings and date with your business dealings and prepare for your various meetingsprepare for your various meetings

Business peopleBusiness peopleBusiness people Business people holding meetingsholding meetings

Twice the size Twice the size with separate with separate living room and living room and bed roombed room

So you will have more space to spread So you will have more space to spread out and workout and workThis will enable us to place an extra This will enable us to place an extra bed in the room so the family will have bed in the room so the family will have more spacemore space

Business peopleBusiness people FamiliesFamilies

Has a lovely and Has a lovely and comfortable sofa comfortable sofa seating areaseating area

Which mean you have a cozy corner to Which mean you have a cozy corner to read and relax or have a family time with read and relax or have a family time with your wife and childrenyour wife and children

FamiliesFamilies

The Four Needs ofThe Four Needs ofA CustomerA Customer

WorkingWorking

Meeting / EntertainingMeeting / Entertaining

RelaxingRelaxing

WOW / Special WOW / Special OccasionOccasion

The Four StagesThe Four Stagesof Sellingof Selling

Tune-InTune-In

Identify OpportunitiesIdentify Opportunities

Match NeedsMatch Needs

Seek AgreementSeek Agreement

Tune-InTune-InWhat 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 May I kindly ask for your last name sir/mdm …. Yes Mr. John we are expecting you “.expecting you “.““Mr. John, may I reconfirm that you will stay with us until Monday the Mr. John, may I reconfirm that you will stay with us until Monday the 1515thth??””Ask rapport building general question e.g. Are you here for business or Ask rapport building general question e.g. Are you here for business or pleasure?pleasure?

Identify OpportunitiesIdentify Opportunities Questioning StrategyQuestioning Strategy1.1. 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 You will be spending a lot of time on line in in the evening?the evening?You have booked together with several otherYou have booked together with several other You will be holding You will be holding meeting in the Hotel?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 You will be having a chance to relax and 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?

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?

Matching NeedsMatching NeedsAfter you have successfully Tuned In and Identified Opportunities, the After you have successfully Tuned In and Identified Opportunities, the next step is to recommend an Up sell. With practice you will be able to next step is to recommend an Up sell. With practice you will be able to quickly select which benefits will be the most appealing to each guest quickly select which benefits will be the most appealing to each guest based on the cues you observe. 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 (provide advantages)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…..”

Seek AgreementSeek Agreement1.1. 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. HesitationHesitationIf the re is positive hesitation, provide an additional advantages and If the re is positive hesitation, provide an additional advantages and benefitsbenefits““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 If the hesitation is negative, offer to show a photograph or show the room itselfitself““May I show you the proposed room?”May I show you the proposed room?”

3.3. NegativeNegativeIf 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 Certainly, Mr. Smith, the Deluxe room is very comfortable. Let me find you a nice one.”you a nice one.”

Overcoming ResistanceOvercoming ResistancePrice 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.”

UpgradesUpgradesUpgrades skill up selling opportunities!Upgrades skill up selling opportunities!““Mr. Smith, I would love to upgrade you, but we are expecting a lot Mr. 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 of arrivals today and at these special supplements, this room type is very popular. We only have two left this evening. Let me offer you a very popular. We only have two left this evening. Let me offer you a lovely Deluxe room (original room) on a higher floor and city view.lovely Deluxe room (original room) on a higher floor and city view.