Minimum Participant Numbers Apply
This programme is not available to join on an individual basis

Duration

Half Day Programme. Suitable for up to 12 staff members

Overview

Learning to upself and cross sell in a Front Office and Reception environment

Suitability

Reception, Reservations, Concierge and Guest Relations Departments

Hotel Receptionist - Front Office Upselling Skills

Increase Average Spend

When your Rooms teams welcome or checks in a guest, there’s more to their role than just delivering polite and efficient service. With the correct training and the right incentives, they can go a step further by spotting and fulfilling guests’ needs — some of which the guests might not even be aware of themselves.

This not only elevates the guest experience but also contributes positively to the hotel’s revenue. It’s a win-win: guests enjoy a more personalised stay, and employees are incentivised for enhancing that experience.

Enhance the guest experience

The Front Office up-selling course is designed to arm your team with the expertise needed for effectively offering room upgrades and engaging in cross-department sales, all while ensuring your guests have a memorable experience.

The course covers various sales techniques and is about preparing your staff to exceed guest expectations, transforming every interaction into an opportunity for outstanding service and revenue growth.

Course Outline

Overcoming Hesitations

Address common staff fears and misconceptions about upselling. Provide tools for recognising the value they bring to the guest experience, thereby transforming their mindset from sales to service and from service to enhancement.

Psycholinguistics

Focus on the psychology of language use to positively influence guest decisions. Train staff on crafting compelling recommendations using storytelling and descriptive language that connects emotionally with guests.

Confident Body Language

Address common staff fears and misconceptions about upselling. Provide tools for recognising the value they bring to the guest experience, thereby transforming their mindset from sales to service and from service to enhancement.

Psychology of Influence

Participants will learn about different techniques to ethically persuade and influence affluent clients, understanding the psychological triggers that lead to a purchase decision, and how to apply these principles in practical sales scenarios.

Listening & Observation

Using enhanced listening and observation skills to determine a clients needs in order to enhance the their stay and upgrade their existing reservation.

Rapid Profiling

Mastering the skill of Rapid Profiling involves quickly and effectively assessing a guest’s preferences and expectations upon their arrival. This technique enables you to understand, almost instantly, the kind of experience they are hoping for during their stay.

Contact us about this course

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