Tips for Effectively Upselling Guest Rooms at the Front Office
- Upselling to hotel guests while they arrive at the hotel to check in often holds the best opportunity to create more revenue for the hotel.
- A good incentive program for reservations and front office teams offered by the hotel management helps to successfully motivate staff in upselling guest rooms.
- Always greet each guest with a smile in your voice as well as your face.
- Always Establish and maintain eye contact with the guest.
- Ask open-ended questions to understand the guest’s needs and requirements, make timely suggestions, and offer alternatives with an upsell.
- Understand the guest profile from the reservation details and identify those guests who are most likely to take a higher category room.
- Bookings generated via corporates or negotiated rates or by in-house sales teams are not likely to take higher category rooms as their bills are normally paid by their company.
- Guests who are on honeymoon, family leisure trips, long stays, online travel agents (OTA’s), direct bookings, walk-ins, etc. are most likely to opt for the upsell offer. This is because in most cases the guest who comes to stay at the hotel is not aware of the different rooms offered by the hotel
- Be pleasant and business-like, as you are selling yourself as much as you are selling the hotel facilities and services.
- Find out the guest’s name immediately and use it at least three times during the conversation.
- Always use appropriate titles like Mr., or Miss when addressing the guest, and never call the guest by his first name, always use the surname with an appropriate title.
- Attempt to identify the needs of the guest since these needs may not have been identified during the reservation process.
- Match the guest’s needs to the room’s furnishing or amenities or view (sea view, pool view, mountain view), etc.
- If the guest stays for many nights then they would be interested in a larger or more spacious room.
- If the guest is on a honeymoon then offer them a room with a view like a sea-facing, pool-facing, mountain-facing room, etc.
- If the guest has a reservation in a lower category then mention the main difference and extra features he gets when compared with higher category rooms.
- Inform about the additional charge or difference in tariff with encouraging statements like with a difference of X amount you can get a sea view room.
- Upsell rooms by pointing out their features and benefits first, then mention the price difference.
- If there are two different room types available then mention the benefits of both rooms so that the guest can choose the best that fits his requirement
- For walk-ins always provide details of a lower category and higher category to avoid the risk of losing the revenue while trying to upsell to the guest.
- Always thank the guest after a successful upsell.
Tips For Up-selling Guest Rooms
Up-selling is a great way to generate additional revenue for your hotel, and the front office is the perfect place to do it. Here are some tips for up-selling guest rooms in the hotel front office:
- Know Your Guests: The first step to up-selling is knowing your guests. Learn their preferences, needs, and desires so you can offer them the right room upgrades and amenities that they will appreciate.
- Offer Something Unique: Offer something unique that guests cannot get elsewhere. For example, you could offer a room with a balcony or a view of the city skyline. Make sure to highlight the benefits of the upgrade and how it will enhance their stay.
- Timing Is Key: Timing is everything when it comes to up-selling. Don’t try to up-sell guests as soon as they arrive at the front desk. Wait until they have checked in and are settled in their room before offering any upgrades.
- Personalize The Offer: Personalize the offer to the guest’s needs and interests. For example, if you know they are celebrating a special occasion, offer a room with a romantic view or a bottle of champagne.
- Be Positive: Always maintain a positive attitude when up-selling. Even if a guest declines the offer, thank them for considering it and offer to assist them with anything else they may need during their stay.