There is one of the subject teaching in Front Office Operations. Reference: TSA Upselling, Singapore

1. Jongjit Janjam
IHM1311 FRONT OFFICE OPERATIONS

2. Unit 8: Front Office Up-Selling
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3. Scope
• Comprehend the basic philosophy of front
up-selling
• Demonstrate front office up-selling from
demo hotel
• Present the benefits / advantages
• Use question techniques to explore the
guests’ need
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4. what is an UPSELL?
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An Upsell is an opportunity to introduce and
sell to a customer a higher category of product
that the guest was not aware of or the guest
had not experienced previously.

5. 1. Working guest
2. Meeting / Entertaining
3. Relaxing
4. WOW!
Who can we sell to ?
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6. Dusit Thani College
Q&A

7. KNOW YOUR PRODUCTS!
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11. DON’T
• Busy
• Guest is tired
• You are not feeling well
• No room available at check-in
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12. Stages of Selling
1. Tune in
2. Identify opportunities
3. Match needs
4. Seek agreement
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13. Stage One - Tune in
With Charisma:
- Eye contact
- Smile
- Greeting
- Pleasant tone
- Provide a
compliment
Appropriated compliments:
• I’d like your ……………
• Your son is very………..
• What is your favorite football
team?
• I notice that you like … I also
really like him very much!
“We are delighted to welcome
you to……”
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14. Stage Two
Identify Opportunities
Ask appropriate direct sales question in a logical
sequence.
• Will you be intending to hold any meeting during
your stay?
• Would you like a rate inclusive of breakfast?
• Do you like to relax at the end of the day with a
cocktail? See some appropriate questions from the
hand-out.
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15. • When we understand a person’s needs we
can sell much more effectively.
• Some guests of their needs. At the front desk
we usually don’t have time for a detailed
analysis of every guest who arrives – and
most guests do not want to answer a lot of
questions. Still, we can usually ask some
questions to uncover or confirm a guest’s
needs.
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16. Stage Three - Match Needs
• Restate the needs
- Why are you selling to me? Because ….
• Suggest an Upsell
- What are you selling to me?
May I recommend the ………
• Explain the Benefits
- What is the different and so what ..
(add advantage and benefit)
• State the Price
- How much? And it is only an additional $ (net) per
night), recommend with Confidence
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17. Stages Four
Seek agreement
Read buying signals
1. Positive Signals (yes)
2. Hesitation Signals
3. Negative Signals
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18. 1. Positive Signals (yes)
Spoken Silent
What we should say?
• “Excellent, thank you I am sure you’ll enjoy the
………. experience?
• Shall I go ahead and check you into the……,
Mr.Smith?
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19. 2. Hesitation Signals
Spoken Silent
Positive:
“Our ….., also has (advantage & benefits).
Negative:
“Why don’t I escort you to your …….room and
along the way, I have a ….that you could take a
look. Would this be fine?
Tip: Offer to show purpose room photograph.
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20. 3. Negative Signals
Spoken Silent
What shall we say?
“Certainly, Mr. Smith. Our …is our most popular
room. I am sure you will enjoy the experience”.
“Certainly, Mr. Smith. The (room) is also very
comfortable. Let me find you a nice one.
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21. Dusit Thani College
Q&A

22. Price resistance
• Guest demonstrate price resistance because
they are not convinced that they are getting the
best deal.
• To show that they are getting a good deal, show
or tell them the difference between the
supplement and the normal price.
“ Our normal price for this room is $….., and our
“special deal” is only $ …..a saving of $ …….”
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23. UPGRADES kill Upselling opportunties.
An example of what you could say to a guest who
asks for an upgrade is as follows:
“Mr. Smith, we’re sorry we are not able to upgrade
you, as we are expecting a lot of arrivals today
at this special promotional price, we will able to
sell these rooms.”
UPGRADES
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24. Close the deal!
• “My name is ……… and thank you for allowing
us to take care of you this ……, should you need
any assistance at all I will be delighted to assist
you through out your visit. Have a pleasant
stay”.
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25. Dusit Thani College
Q&A