1.

26 How to upsell

Scope Of SOP: To facilitate accurate update of the PMS in accordance with guests’ needs and
specifications for statistical and operational purposes.

How to carry out the SOP Key Points

Every call which comes to Reservations and is converted into a reservation
generates revenue for the hotel; therefore it becomes essential for all Ask more questions like:
reservations advisors to ensure that each and every call materializes into • Have you stayed at Address
revenue by offering them a wide range of product descriptions and securing Hotels + Resorts before?
the deal. • What brings you to Dubai?
Are you here on leisure or
Once the callers’ needs have been established and product and room type business?
have been positioned the advisor should disclose the room rate. At least two • Are you traveling with your
room types should be quoted offering the guest a choice. family?
• Are you celebrating any
Three offerings may also be presented, when given a set of alternatives; the special occasion?
guest will avoid extremes and have a natural tendency to choose something If the offer is not accepted by
in the middle. the guest, the same should
be recorded as Turn away
Top- Down (Refer to: How to record turn
The staff gives a strong, enthusiastic recommendation of the highest rate away)
category that fits a guest's situation. The guest may take the room. After all,
some guests simply want the best room available. Or the guest may decline
the room. The employee then describes a room in the next highest rate
category with equal enthusiasm, continuing down in the same manner until
the guest decides.

Bottom Up
This method is most often used after a guest has reserved a minimum rate
room. During registration, the staff can suggest extra amenities or features
which can be enjoyed in a more expensive room E.g.: At an additional cost of
only AED XXX you could enjoy….

Additionally, the advisor can offer personal recommendations and/or

endorsement. By adapting and changing these endorsements to best suit your
own style, the hotel you are selling, and the special needs of the caller, you
are reinforcing that the caller has made the right decision in choosing your
hotel.

Considering the Peak demand dates, it becomes vital to start from the higher
room category. In case of resistance of room type different alternatives of
available room types and rates should be offered. In case the desired room
type/ experience is overbooked, we need to encourage the booker to reserve
a room / suite on the higher category if not offer alternative dates.

Involvement: For all Reservation and Front office personnel handling reservation enquiries