Room Up-selling
Suggested Participants: Front Desk & Reservation Staff
Duration: 2 Days, 5 hours per day, total 10 hours/group
Course Overview
Room Up-selling refers to putting the right guest to the right room by offering higher room category.
This training will provide Front Office and Reservation staff with practical tools for up-selling, that will help increase room revenues, maximize revenues and increase the average daily room rate, improve employees motivation through the incentive system in place and enhanced guest satisfaction.
At the end of the day everyone wins. Front Office Up-selling provides a comprehensive approach to proactive up- selling at the Front Office and during room reservation.
Course Objectives
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To Identify sales opportunities.
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To build rapport with the guests.
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To match guest's needs with the right product.
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To make recommendation clearly and confidently.
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To describe the advantages and benefits of each room category.
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To handle resistance and overcome hesitation.
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To create the right atmosphere for a productive up-selling program with a great return on investment.
Assessment Scheme
On the second day, the trainees will have the chance to demonstrate what they have learned and be evaluated.
Prior to conducting the training program, three days before the training, the facilitator will spend for a night at the hotel, to see all types of room categories, see the benefits of higher room categories, for writing the up-selling script which will be shared to the
participants at the end of the program.
Accommodation, food and beverage of the trainer and venue will be shouldered by the client.