前厅部Upselling培训.pptVIP

Front Desk  Upselling Welcome to Front Desk Upselling Serving clients professionally is something you already do very well. You welcome guests, answer their enquiries, provide helpful information, respond to telephone calls, manage the computer and juggle multiple requests. This is very demanding work! Hotel professionals take pride in their work, knowing that each act of service helps contribute to the hotel’s success. Skills You Will Learn Identify which arrivals represent sales opportunities. Build rapport with guests Understand guests’ needs Match guests’ needs with appropriate products and services Recommend products and services clearly and confidently Describe the features and advantages of every available room category and their benefits to guests. Gain more positive responses to your recommendations. Track your conversion and upselling results Learning Loop Goals of the programme To improve Guest Satisfaction. To increase Revenue and improve the Average Room Rate. Our Road Map WHAT IS an “UPSELL”? To book into a higher category than originally requested. 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. Advantages Benefits The key to upselling is to convince the guests that a higher room category is worth the price difference. To do this, you need to show the guests why they will be better off in a higher room category. The best way to convince guests is by explaining relevant advantages and benefits. Advantages Benefits ADVANTAGES: The difference between one room and another. What’s special about a room category? Distinctive elements, e.g 2 line telephone. BENEFITS: The way in which our room provides value. E.g a 2 line telephone means that you can receive calls while doing e-mail. The “ FAB ” Framework F Features Fixtures, Room, Bed, Air-Con., TV, Minibar, Hair Dryer, Bathroom, etc. A Advantages det