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Hospitality Upselling Techniques
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Flashcards
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Empathetic Listening
Pay close attention to the guest's needs and preferences, then suggest additional services or items that enhance their experience based on what you've learned. For example, if a guest mentions they enjoy fine dining, you might recommend the hotel's premium restaurant experience.
Room Upgrade Offers
Propose a room upgrade by explaining the benefits and added comfort. An example is offering a suite with a view if you know the guest is celebrating a special occasion.
Package Deals
Combine various services like room, meals, and activities into a package, offering them at a perceived value. For instance, offer a weekend getaway package that includes breakfast and a spa session.
Local Experiences
Suggest local attractions or experiences that guests can add to their stay. An example might be a guided city tour package for guests new to the area.
Event-Based Upselling
Offer specialized services or products tied to events occurring during the guest's stay, such as a Valentine's Day dinner special at the hotel restaurant.
Early Check-In / Late Check-Out
For an additional fee, offer guests the flexibility of checking in early or checking out late if availability permits. For example, offer a late check-out option to a business traveler with an evening flight.
Dining Experience Upgrades
Suggest higher-tier menu items, wine pairings, or special culinary events. Example: Recommend a wine pairing with dinner to enhance the guest's meal.
Spa and Wellness Add-Ons
Propose additional spa services or wellness packages. An example could be offering a massage add-on when a guest books a facial treatment.
Loyalty Program Enrollment
Encourage guests to join the hotel's loyalty program, highlighting perks such as free upgrades or late check-outs. Example: Offer points or immediate benefits upon signing up.
Transportation Services
Offer premium transportation services, such as limousine or private car hires. An example is suggesting a luxury airport transfer service.
Holiday Specials
Create exclusive offers for holiday seasons, like a New Year's Eve party package. An example could be a special room and event combo for celebrating the festive period.
VIP Amenities
Suggest exclusive amenities, such as access to a private lounge, for an additional cost. For instance, offering access to an executive floor lounge with complimentary refreshments.
In-Room Extras
Propose in-room add-ons like a fruit basket, champagne, or romantic decoration for special occasions. For example, offer a celebration package for a couple's anniversary.
Gym and Fitness Classes
Recommend premium gym access or private fitness classes for health-conscious guests. Example: Offer a package that includes a personal training session in the hotel gym.
Business Services
Upsell business services like meeting room rentals or executive conferencing facilities. For example, offer a business package that includes use of a private meeting room with catering services.
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