[研究生入学考试]酒店前厅如何进行Upselling.ppt

U.F.O.Upselling Front Office Housekeeping Points Smoking Policy Fire escapes Health and Safety issues Bathrooms Timings Break times Introduction Name Department/job Previous Hotel experience What do you like about upselling? If you were a guest, what would you like to be upsold? U.F.O. Programme Definition U.F.O. has been developed to maximise the revenue potential of our guests who make contact with the hotel’s front office staff at the time of reservation, registration or during their stay. U.F.O. Aim The U.F.O. programme aims to develop highly motivated staff who can recognise sales opportunities and increase incremental revenues earned for the hotel and our company. Objectives Day One At the end of the 1st day you will be able to: State the aim of the U.F.O. programme and explain what it does for the guest, the hotel and you List at least three upselling opportunities and explain them by giving examples List two examples/techniques of how you can stay motivated to upsell Demonstrate two methods of how to pace and gain agreement with a guest List the 5 W’s and explain how to use the 5W’s to gain incremental revenue Objectives Day Two At the end of the 2nd day you will be able to: State how to sell benefits over features and explain why we sell benefits List two ways of how to close a sale effectively and explain why we close at all Identify at least 3 different types of Sales Leads and explain how to use them State what yield management is and explain how it can help us increase revenues List at least three upselling techniques you have learned and demonstrate them in practice What is U.F.O. 28,000,000USD Objectives At the end of this session you will be able to: State what the U.F.O. programme is and why we have it State an example of how to calculate Incremental Revenue List at least five examples of what we can upsell and explain how it can enhance a guest’s stay How do people buy? Objectives At the end of this session you will be able to: State w