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PRACTICAL-5 UPSELLING

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vipul agarwal
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3 views

PRACTICAL-5 UPSELLING

Uploaded by

vipul agarwal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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PRACTICAL: UPSELLING

Definition of Upselling
 The use of certain words and phrases that will make the guest feel satisfied buying something he would
not otherwise have bought. Upselling means to convince a guest to buy a higher priced room rather than
what is thought of buying.
 Up selling is easy if we think of it as a way of helping out the guest and creating a satisfying solution to
fulfill a need

What should we keep in mind when we think of UP selling?


 Business
 Leisure
Selling the hotel
 Recognize when you have an opportunity to sell
 Listen to the guest’s needs
 Recommend the facilities and services
 Take the opportunity to sell a better service or product.
Outcomes
 Increase guest satisfaction
 Increase the average room rate
 Increase conversions
How do we sell an experience to a guest?
 Show them the way to the location
 Tell them what’s available
 Describe the contents of the experience using Power Words

Powerful selling words

Luxurious Fully equipped


Unique Magnificent
Welcoming staff Exclusive
Tempting Beautiful View
Irresistible Superb
Exotic Genuine
Amazing Elegant

Learning how to sell better


Selling by Suggesting
How does it help us if we give suggestions rather than waiting for the guest to make up his or her mind?
 It saves time
 It helps project a better image
 It increases the sale
When is the best time to make a suggestion?
 When you reconfirm the reservation and room type
 When the guest asks about the facilities, size of the room, view etc.
 When you are invited to
QUESTIONS A GUEST MAY ASK
Why are you selling me?
What are you selling me?
What is the difference?
"So what"?
How much?

Tips for Up-selling Guest Rooms


Up-selling is a great way to generate additional revenue for your hotel, and the front office is the perfect place
to do it. Here are some tips for up-selling guest rooms in the hotel front office:

 Know Your Guests: The first step to up-selling is knowing your guests. Learn their preferences, needs,
and desires so you can offer them the right room upgrades and amenities that they will appreciate.
 Offer Something Unique: Offer something unique that guests cannot get elsewhere. For example, you
could offer a room with a balcony or a view of the city skyline. Make sure to highlight the benefits of
the upgrade and how it will enhance their stay.
 Timing Is Key: Timing is everything when it comes to up-selling. Don’t try to up-sell guests as soon as
they arrive at the front desk. Wait until they have checked in and are settled in their room before offering
any upgrades.
 Personalize The Offer: Personalize the offer to the guest’s needs and interests. For example, if you
know they are celebrating a special occasion, offer a room with a romantic view or a bottle of
champagne.
 Be Positive: Always maintain a positive attitude when up-selling. Even if a guest declines the offer,
thank them for considering it and offer to assist them with anything else they may need during their stay.

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