Hotel Upselling: Know Your Hotel and Products
Hotel Upselling: Understanding Your Guests
January 2, 2023
Hotel Upselling: Identifying Upsell Opportunities
January 4, 2023
Upselling is a common practice in the hospitality industry, particularly in the hotel sector. It is the art of persuading guests to upgrade to a higher-priced room or add additional products or services to their stay. While it can be a great way to boost revenue and enhance the guest experience, it requires a thorough understanding of the hotel and its products.
To be successful at hotel upselling, it is important to know the hotel inside out. This means understanding the different room types, their amenities, and their prices. You should be able to answer any questions that guests may have about the various room categories, such as the difference between a standard room and a deluxe room, and the benefits of upgrading to a higher room type.
In addition to knowing the rooms, it is also important to be knowledgeable about the other products and services offered by the hotel, such as spa treatments, room service, and tours. You should be able to explain the benefits of each product or service and how it can enhance the guest's experience. This includes being aware of any special offers or promotions that may be available to guests.
Another important aspect of hotel upselling is understanding your guests. By getting to know your guests' preferences and needs, you can tailor your upsell suggestions to their individual interests. For example, if you know that a guest is celebrating a special occasion, you can suggest a room with a view or a special package that includes champagne and chocolates.
It is also important to be sensitive to the guest's budget and not to come across as pushy or aggressive when making upsell suggestions. Rather, the focus should be on providing value and enhancing the guest's experience.
In conclusion, hotel upselling can be a great way to boost revenue and improve guest satisfaction, but it requires a thorough understanding of the hotel and its products, as well as the individual needs and preferences of the guest. By providing value and being sensitive to the guest's budget, you can successfully upsell without alienating your guests.
Exercise: Exploring Room Types and Their Unique Benefits
Objective: The objective of this exercise is to help front desk staff become more familiar with the different room types offered by the hotel and the unique benefits of each type. This will enable them to provide better customer service and make effective upsell suggestions to guests.
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Instructions:
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Divide the front desk staff into groups of two or three.
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Assign each group a different room type to explore, such as standard room, deluxe room, suite, or executive room.
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Instruct the groups to visit their assigned room type and take note of the unique benefits that they observe. They should look for things like size, amenities, views, location, and anything else that sets the room type apart from others.
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Once the groups have explored their assigned room type, have them reconvene as a group.
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Each group should present their findings to the rest of the staff, including five unique benefits of their assigned room type. They should be prepared to answer questions from their colleagues about the room type.
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As a group, discuss the different benefits of each room type and how they can be effectively communicated to guests.
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Role-play scenarios where staff members make upsell suggestions to guests based on their needs and preferences.
Example Benefits:
Here are some example benefits that could be identified for different room types:
Standard Room:
- Affordable price point.
- Comfortable bedding and modern amenities.
- Convenient location in the hotel.
- Suitable for solo travelers or couples.
- Availability of accessible rooms for guests with disabilities.
Deluxe Room:
- Larger size than standard rooms.
- Higher-quality linens and furnishings.
- Beautiful views of the surrounding area.
- Ideal for families or groups traveling together.
- Complimentary access to hotel amenities such as the fitness center or pool.
Suite:
- Spacious living areas and separate bedrooms.
- Kitchenette or full kitchen for preparing meals.
- Luxurious bathroom with soaking tub and/or shower.
- Extended stay or seeking a home-away-from-home experience.
- Availability of connecting rooms for larger groups.
Executive Room:
- Access to exclusive amenities such as a lounge or business center.
- Complimentary breakfast or evening cocktails.
- Higher-end furnishings and decor.
- Business travelers or guests seeking a more luxurious experience.
- Enhanced privacy and security measures.
