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
Enhance Guest Experience and Increase Profits
As your Front Office staff personally greet and check in each guest, they can do more than provide courteous and efficient service.
With proper training and incentives, they can learn to identify guests’ unmet needs and suggest solutions that result in increased revenue for your hotel. In the process, employees gain job satisfaction and learn to take pride in their work.
Our Front Office up-selling course will help you to become proficient in room upgrade and cross department sales and in turn, create an exceptional Guest experience while increasing revenue.
The course also focuses on different sales techniques, the importance of product knowledge and how to prepare an effective sales pitch.
Course Outline
Ambassador
- Selling a lifestyle
- Don't sell it, enhance it
- Be a local expert
Suggest
- Suggest, don't push
- Reading non-verbal markers
- Creating an experience
Sell
- Sell without selling
- The terror of upselling
- Psychology of language
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