Front Office Up-Selling

We all have a
history
Their Name
Their Job Title
3 descriptive
words to sell
themselves
Their objectives
for attending this
2

What are you

looking for
with this
program?

What do you want to

achieve at the end of
the course?
3

2008

AED 17,402,588.22
USD 4,741,849.65
4

What is the biggest

employee incentive?
In just 1 month:
AED 650
USD 185

Does anyone mind making that

much extra money per month?
5

Dont forget, the

company success
is your success
and security

Programme Outline

Programme Introduction
Selling and Up-Selling
Sales Techniques
4 Stages of Up-Selling
Seeking Agreement
Programme Close

Programme Objectives:
By the end of this programme you will be
able to:
Define what is selling and Up-Selling
List the 5 stages of selling
Demonstrate the 4 stages of Up-Selling
Handle the 5 possible guest responses to
your
Up-Selling
Explain how to accurately record your Upsells
8

Domestics:
Timings
Phones
Coffee Breaks
Smoking
Toilets
Health & Safety
Workbook
9

What questions do you

have?

10

What are the necessary tools

you are provided with to
complete your job?

11

Selling and
Up-Selling
12

Objectives:
By the end of this session you will be
able to:
Define selling, Up-Selling and upgrading
Explain what is a feature and give 2
examples
Explain what is a benefit and give 2
examples
Demonstrate how to use the Up-Selling
grid
Explain the 3 groups who benefit from
Up-Selling and give 1 benefit per group
13

Mr. Smith &

Family

14

Mr. Okinawa

15

Mr. & Mrs.

Dolan

16

Mr. Miller

17

What is selling?

18

Selling is offering a product or

service to meet a customer
need
19

What is up-selling?

20

An up-sell is an opportunity to
introduce and sell to a customer a
higher category of product that
the guest is not aware of or has
FOR FREE
not experienced before
21

22

What is a Feature?
It is the difference
between one room
and another
What is special
about this room?
Distinctive
elements
23

What is a Benefit?
What will the
room bring for the
guest?
What is there in it
for the guest?
How will the guest
gain from this
room?

24

25

AmwajRotana - BAR
Room Type

Supplement - BAR

From
To

Classic
Room
Premium
Room
Club Rotana
Room
Classic Suite
Club Rotana
Suite

Classic
Room

Premium
Room

Club
Rotana

Classic
Suite

Club
Rotana
Suite

Presidential Suite

100

300

1300

1800

3000

200

1200

1700

2900

1000

1500

2700

500

1700

1200

26

Who is winning when we up-sell

The Guest

Increased
satisfaction
Increased
The Hotel
revenue
Team members We get incentive

27

What questions do you

have?

28

Sales Techniques

29

Objectives:
By the end of this session you will be
able to:
State the 5 stages of selling and
explain how to complete each stage
Explain what is relationship selling
List 3 selling tips and explain how to
use them

30

5 stages of
selling
Attention
Interest
Desire
Conviction
Action

31

Attention

32

Interest

33

Desire
34

Conviction

35

Action

36

What is Rapport Selling?

37

Rapport selling is when the sales

person builds a rapport with the guest
and the guest reciprocates. Then the
sales person would sell the product
and the guest would buy as they trust
38

Note
Did you know that
it costs more than
five times as much
to get a new
customer as it
does to keep an
existing customer?
39

Listening to the Guest

Listen to every
detail shared by
the guest
because it could
be important for
your sale

40

Focus on Guest Needs

You might be
tempted to sell
the guest the
highest category
of room but he
only needs your

41

Use the right

Words &
Language
Bring your
message closer
to home and
grab their
attention more
quickly by
relating the
product to them

42

43

4 Stages of Up-Selling

44

Objectives:
By the end of this session you will be
able to:
List the 4 stages of Up-Selling
Explain the first 3 stages of Up-Selling
and demonstrate them in a role play
Identify opportunities to Up-sell back at
work

45

4 stages of upselling
Identify
opportunities
Tune in

Match needs
Seek agreement

46

Identify opportunities
47

Opportunities
Prior to guest
arrival:
Booking channel
Length of stay
Room type booked
Special requests
Number of people
48

Opportunities
when guest
arrives:
Number of luggage
Number of people
Car
Watch
Laptop bag
Airline tags
Credit cards
Clothes,
accessories
49

Tune in

50

Tuning in:
Smile
Be pleasant
Tone of voice
Eye contact
Welcome/ Greet
Use guest name
Ask questions
Recognize repeat
guests
51

Match Needs

52

53

Guest Categories
Work
Relaxing/
Leisure

Meetings/ Entertaining
Special Events

54

How do we know what the

guest is coming for?

55

Question Types

Open
Closed

56

Closed questions

A closed question can be answered

with either a single word or a short
57

Closed questions

They give facts

They are easy to
answer
They are quick to
answer
They keep you in
control
58

Examples of closed questions

A question to start a conversation
For testing understanding
For checking satisfaction
For seeking a closure

59

An open question is likely to receive a

long answer, more than a yes or no.
60

Open question

They ask the respondent to think and reflect

They give opinions and feelings
They hand control of the conversation to the
guest

61

Asking questions give you:

Control
Information
A chance to Listen
An opportunity to Bond

62

As long as you keep asking questions,

you are in control of the conversation

63

Information is power and what you

get from questions is information. If
you are careful with your questions
you can discover all kinds of useful
information
64

Questions give you relevant

information which will help you
matching the guest needs, as long as
you actively listen
65

Questions that reveal personal details

gives you the opportunity of getting
closer to them and forming a bond
66

67

The up-selling
process:

What brings you to our

hotel?
Mr. Smith, we do have your King
Classic Rooms available
But because you are here for holiday,
may I suggest our Classic Suite?
Our Classic Suite is 41 square meters,
which means more space to unwind
and relax together with your family
68

In addition, you have a separate living

area which means you children can
watch their own TV shows separately
in the living area rather than bedroom
And it will only cost you an extra 550
AED plus taxes per room per night
Would you like me to organize that
room for you?
69

Role Plays
70

Seeking Agreement

71

Objectives:
By the end of this session you will be
able to:
Explain the 5 guest responses
Demonstrate how to handle guest
responses

72

73

Would you like

me to Organize
that room for
you?
74

Possible answers:

Ye
s

No

b
y
a
M
e

ad
r
g
p
u
e
75

Praise
the de
cision
of the
If answ
guest
er is n
on ve r
sale
bal , c
onfirm
the
76

No:

Praise the original

room

77

Hesitation:
Give the guest one
more feature and
benefit
Show the guest
the room

78

You can see what great value the

difference in the price attracts, as I
cannot discount any further why dont
I allocate you to your original room,
79

Upgrade

Unfortunately, I am unable to upgrade,

however the room type you have
booked is excellent

80

Role Plays
81

Up-Selling Procedures
82

Objectives:
By the end of this session you will be
able to:
Explain the Rotana Up-Selling policy
Explain how to record Up-sells
Demonstrate Up-Selling as per Rotana
standards

83

When is an up-selling valid

Selling upon check in to a higher

category of room type than the
original room booked that the guest
has not experienced before
84

How do we record up-sellling?

85

86

Up Selling Summary for Front Office

Sr.No

Cashiers

Cloak No:

Total Upsold Revenue

Total Commission

Remarks

1Louella Niebres

7,400.00

555.00

2Tamer Allam

8,700.00

652.50

3Marilyn Caballero

4Anna Boykova

5Mustafa Ahmed

7,200.00

540.00

6Farukhruz

4,600.00

345.00

7Charie Ann

8Rossin Guaves

1,700.00

127.50

9Chona Aureada

7,500.00

562.50

10Rachel Abaya

1,100.00

82.50

11George Mwai

12Marian Fernando

13Svitlana Odenchuk

14Happy Dlipi

1,800.00

135.00

15Suphannee Anantawan

200.00

15.00

16Grace Rom

17Dorothee Vadella

Total

2,100.00

157.50

42,300.00

3,172.50

87

Up selling Summary For 1 Employee

Name Of the GSA : Louella
SR.No Resv
No.

Guest
Name

Room
No

Stay Details

Room Type Rate

ARR

From

To

Cod
e
From

BAR 700.00 900.00

DEP

Rate
To

Upsold
Revenue

Stay

Upsold
Revenue

Payable per
Upsold

Per Day

Nights

Per Stay

0.08

200.00

1,400.00

105.00

8789078 Mr. Al Saud

1204

03/Feb/11 10/Feb/11

KP

KX

8697620

2109

03/Feb/11 06/Feb/11

KC

KX

200.00

600.00

45.00

8794040 Mr. Artner

1902

03/Feb/11 04/Feb/11

KC

KX

200.00

200.00

15.00

8799694 Mr. Alzhan

1805

05/Feb/11 07/Feb/11

KC

KP

100.00

200.00

15.00

8697077 Mr. Kauer

1816

05/Feb/11 14/Feb/11

KC

KX

560.00 760.00

200.00

1,800.00

135.00

8765749 Mr. Orlov

1016

08/Feb/11 12/Feb/11

KP

KX

956.66

1,156.6
6

200.00

800.00

60.00

8831230 Mr. Korskow

1701

10/Feb/11 15/Feb/11

KC

KP

900.00

1,000.0
0

100.00

500.00

37.50

8802889 Mr. Suyazov

804

15/Feb/11 01/Mar/11

KC

KP

100.00

14

1,400.00

105.00

8786109 Mrs. Burnett

1916

19/Feb/11 24/Feb/11

KC

KP

100.00

500.00

37.50

Mr. Ury

720.00 820.00

1,400.00

50

7,400.00

555.00

88

What questions do you

have?

89

Have we achieved
our goals, let us
check

90

91