Scribd
Upload
673 views2 pages

21 Tips For Upselling Guest Rooms in Hotel Front Office

The document provides 21 tips for upselling guest rooms in hotels at check-in. Some key tips include greeting guests with a smile, asking open-ended questions to understand needs, matching needs to room amenities, informing guests of extra features in higher category rooms and their additional costs, pointing out benefits before mentioning price differences, and thanking guests for successful upsells. The goal is to motivate staff to upsell rooms that can increase hotel revenue.

Uploaded by

tesfaneh mengistu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
673 views2 pages

21 Tips For Upselling Guest Rooms in Hotel Front Office

The document provides 21 tips for upselling guest rooms in hotels at check-in. Some key tips include greeting guests with a smile, asking open-ended questions to understand needs, matching needs to room amenities, informing guests of extra features in higher category rooms and their additional costs, pointing out benefits before mentioning price differences, and thanking guests for successful upsells. The goal is to motivate staff to upsell rooms that can increase hotel revenue.

Uploaded by

tesfaneh mengistu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 2

21 Tips for Upselling Guest Rooms in Hotel

Front office 
1. Upselling to hotel guests while they arrive at the hotel to check-in often
holds the best opportunityto create more revenue for the hotel.
2. A good incentive program for reservations and front office team offered
by the hotel management helps to successfully motivate staff in
upselling guest rooms.
3. Always greet each guest with a smile in your voice as well as your face.
4. Always Establish and maintain eye contact with the guest.
5. Ask open-ended questions to understand the guest needs and
requirements, and make timely suggestions and offering alternatives
with an upsell.
6. Understand the guest profile from the reservation details and identify
those guests who are most likely to take a higher category room.
7. Bookings generated via corporates or negotiated rates or by in-house
sales team are not likely to take higher category rooms and as their bills
are normally paid by their company.
8. Guests who are in honeymoon, family leisure trip, long stay, online
travel agents (OTA’s), direct bookings, walk-in’s etc. are most most
likely to opt for the upsell offer. This is because in most of the cases the
guest who comes to stay at the hotel is not aware of the different room
offering by the hotel
9. Be pleasant and business-like, as you are selling yourself as much as
you are selling the hotel facilities and services.
10. Find out the guests name immediately and use it at least three
times during the conversation.
11. Always use appropriate titles like Mr., Miss when addressing the
guest and never call the guest by his first name, always use the
surname with an appropriate title.
12. Attempt to identify the need of the guest since these needs may
not have been identified during the reservation process.
13. Match the guests needs to the rooms furnishing or amenities or
view (sea view, pool view, mountain view) etc.
14. If the guest stays for many nights then he/she would be interested
in a larger or spacious room.
15. If the guest is on a honeymoon then offer them with a room with a
view like a sea facing, pool facing, mountain facing room etc.
16. If the guest has a reservation on a lower category then mention
the main difference and extra features he gets when compared with
higher category rooms.
17. Inform about the additional charge or difference in tariff with
encouraging statements like with a difference of X amount you can get a
sea view room.
18. Upsell rooms by pointing out its features and benefits first, then
mention the difference in price.
19. If there are two different room type available then mention the
benefits of both rooms so that guest can choose the best which fits his
requirement
20. For walk-in always provide details of a lower category and higher
category to avoid the risk of losing the revenue while trying to up sell to
the guest.
21. Always thanks the guest after a successful upsell.

You might also like