Tips for Effectively Upselling Guest Rooms at Front office
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 needs and requirements, and make timely suggestions and offering 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 team are not likely to take higher category rooms and as their bills are normally paid by their company.
Guests who are in honeymoon, family leisure trip, long stay, online travel agents (OTA’s), direct bookings, walk-in’s etc. are most most likely to opt for the upsell offer. This is because in most of the cases the guest who comes to stay at the hotel is not aware of the different room offering 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 guests name immediately and use it at least three times during the conversation.
Always use appropriate titles like Mr., 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 need of the guest since these needs may not have been identified during the reservation process.
Match the guests needs to the rooms furnishing or amenities or view (sea view, pool view, mountain view) etc.
If the guest stays for many nights then he/she would be interested in a larger or spacious room.
If the guest is on a honeymoon then offer them with a room with a view like a sea facing, pool facing, mountain facing room etc.
If the guest has a reservation on 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 its features and benefits first, then mention the difference in price.
If there are two different room type available then mention the benefits of both rooms so that guest can choose the best which fits his requirement
For walk-in always provide details of a lower category and higher category to avoid the risk of losing the revenue while trying to up sell to the guest.
Always thanks the guest after a successful upsell.