UPSELLING

OBJECTIVE:

The Receptionists must try to upsell guests to the highest category of room when an opportunity is given, to increase the hotel’s revenue and to enhance the guests’ stay.

PROCEDURE:

When a guest arrives to check-in, follow the standard check-in procedure. Advise the guest that there are residence’s available for an additional charge.

Explain the facilities and the value for money they get compared with the other room categories.

Offer the guest to show the room. If the guest is not interested, continue the check-in as normal.

If the guest is interested to see the room, escort the guest to the room and confirm the charges. Upon acceptance, inform Housekeeping and Bellmen.

Write an upgrade voucher for the guest to sign and request guest signature for confirmation. Follow the bellmen with the luggage. Enter a comment in PMS to charge the upgrade daily. Communicate others (Reservation) in case of full occupancy.

If the guest wishes a larger room in the hotel, proceed to sell a residence at the appropriate rate and offer to show the different options available.

This procedure applies to both “walk-in” guests and guests with reservations. Do not negotiate the upgrade fee to guests in case guests are not happy with the upgrade fee. In case, guests are really interested in the upgrading room, but they think the fee is over their budget, Receptionist/GRO can ask FOM, AFOM, Duty Mgr, or Supervisor to give special offer to guest if possible.