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FRONT
OFFICE UPSELLING
Why
train front office staff upselling?
As your Front Office staff personally greet and check in each
guest, they can do more than provide courteous and efficient
service. With proper training and incentives, they can learn
to identify guests' unmet needs and suggest solutions that
result in increased revenue for your hotel. In the process,
employees gain job satisfaction and learn to take pride in
their work.
Benefits
Front Office Upselling will provide Front Office staff with
practical tools for monitoring post-training performance.
It will also help to increase room revenues, improve employees'
motivation and enhanced guest satisfaction.
Objectives
Front Office Upselling provides a comprehensive approach to
proactive upselling in Front Office. Upon completion of this
course, participants will be able to:
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Identify upselling opportunities |
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Use questions to explore guests' needs |
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Restate the guests' needs clearly |
| •
Present the benefits for maximum impact |
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Recognise and respond to guests' reactions |
| •
Close the sale |
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Apply techniques learnt to increase room revenues |
| Course
Outline |
|
1 ----- |
Your
Sales Role
ˇ
Why Upsell?
ˇ Hotel Product Knowledge
ˇ Your sales role and responsibilities |
| 2
----- |
Sales
Skills
ˇ Four basic sales skills to sell more effectively |
| 3
----- |
Upselling
ˇ Three techniques to upsell accommodations |
| 4
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Suggestive
Selling
ˇ Suggestive selling to promote hotel's facilities,
services and amenities |
Format
A 2-day in-house course for staff plus an additional day for
managers and supervisors who will be trained to observe and
coach the staff.
Target
Audience
This course is for all Front Office staff including managers
and supervisors.
Methodology
Lecture, role-play, video presentation, case study and quiz.
| Performance
Measurement |
|
1 ----- |
Monitoring
System
ˇ Weekly updates and reports
ˇ Achievers' cards |
| 2
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Observations
and Coaching |
Incentive
System
A well-designed incentive system is essential to the success
of Front Office Upselling. We will offer helpful suggestions
in designing incentive schemes in-line with your hotel's culture
and resources.
Course
Materials
Designed and written exclusively for the hotel industry, the
course materials further support the successful implementation
of the programme. Course materials include content overviews,
worksheets, checklists and application tools. It guides the
participants through the workshop and provides them with an
easy reference when they get back on the job.
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