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Jongjit Janjam
IHM1311 FRONT OFFICE OPERATIONS
Unit 8: Front Office Up-Selling
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Scope • Comprehend the basic philosophy of front
up-selling• Demonstrate front office up-selling from
demo hotel• Present the benefits / advantages • Use question techniques to explore the
guests’ need
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
what is an UPSELL?
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
An Upsell is an opportunity to introduce andsell to a customer a higher category of product that the guest was not aware of or the guest had not experienced previously.
1. Working guest2. Meeting / Entertaining 3. Relaxing 4. WOW!
Who can we sell to ?
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Q&A
KNOW YOUR PRODUCTS!
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
DON’T• Busy • Guest is tired • You are not feeling well • No room available at check-in
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Stages of Selling1. Tune in 2. Identify opportunities 3. Match needs 4. Seek agreement
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Stage One - Tune in With Charisma:- Eye contact - Smile- Greeting- Pleasant tone - Provide a compliment
Appropriated compliments:• I’d like your ……………• Your son is very………..• What is your favorite football
team? • I notice that you like … I also
really like him very much!
“We are delighted to welcome you to……”
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Stage Two Identify Opportunities
Ask appropriate direct sales question in a logicalsequence.• Will you be intending to hold any meeting during
your stay?• Would you like a rate inclusive of breakfast?• Do you like to relax at the end of the day with a
cocktail? See some appropriate questions from the hand-out.
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
• When we understand a person’s needs we can sell much more effectively.
• Some guests of their needs. At the front desk we usually don’t have time for a detailed analysis of every guest who arrives – and most guests do not want to answer a lot of questions. Still, we can usually ask some questions to uncover or confirm a guest’s needs.
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Stage Three - Match Needs
• Restate the needs - Why are you selling to me? Because ….
• Suggest an Upsell- What are you selling to me? May I recommend the ………
• Explain the Benefits- What is the different and so what ..
(add advantage and benefit)• State the Price
- How much? And it is only an additional $ (net) per night), recommend with Confidence
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Stages Four Seek agreement
Read buying signals 1. Positive Signals (yes)2. Hesitation Signals 3. Negative Signals
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
1. Positive Signals (yes)
Spoken Silent
What we should say? • “Excellent, thank you I am sure you’ll enjoy the
………. experience? • Shall I go ahead and check you into the……,
Mr.Smith?
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
2. Hesitation Signals
Spoken SilentPositive:“Our ….., also has (advantage & benefits).Negative: “Why don’t I escort you to your …….room and along the way, I have a ….that you could take a look. Would this be fine?
Tip: Offer to show purpose room photograph.
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
3. Negative Signals
Spoken Silent
What shall we say?
“Certainly, Mr. Smith. Our …is our most popular room. I am sure you will enjoy the experience”.
“Certainly, Mr. Smith. The (room) is also very
comfortable. Let me find you a nice one.
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Q&A
Price resistance • Guest demonstrate price resistance because
they are not convinced that they are getting the best deal.
• To show that they are getting a good deal, show or tell them the difference between the supplement and the normal price.
“ Our normal price for this room is $….., and our “special deal” is only $ …..a saving of $ …….”
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
UPGRADES kill Upselling opportunties.
An example of what you could say to a guest who asks for an upgrade is as follows:
“Mr. Smith, we’re sorry we are not able to upgrade you, as we are expecting a lot of arrivals today at this special promotional price, we will able to sell these rooms.”
UPGRADES
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Close the deal! • “My name is ……… and thank you for allowing
us to take care of you this ……, should you need any assistance at all I will be delighted to assist you through out your visit. Have a pleasant stay”.
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Dusit Thani CollegeIHM1311 / IHM.314 Front Office Operations
Q&A