FRONT OFFICE TRAINING - Strategies

[Pages:2]FRONT OFFICE TRAINING

Front Office Upselling

WHY TRAIN FRONT OFFICE STAFF UPSELLING? 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.

BENEFITS Front Office Upselling will provide Front Office staff with practical tools for monitoring post-training performance. It will also help to increase room revenues, improve employees' motivation and enhanced guest satisfaction.

OBJECTIVES Front Office Upselling provides a comprehensive approach to proactive upselling in Front Office. Upon completion of this course, participants will be able to: ? Identify upselling opportunities ? Use questions to explore guests' needs ? Restate the guests' needs clearly ? Present the benefits for maximum impact ? Recognise and respond to guests' reactions ? Close the sale ? Apply techniques learnt to increase room revenues

COURSE OUTLINE 1. Your Sales Role ? Why upsell? ? Hotel product knowledge ? Your sales role and responsibilities 2. Sales Skills ? Four basic sales skills to sell more effectively 3. Upselling ? Three techniques to upsell accommodations 4. Suggestive Selling ? Suggestive selling to promote hotel's facilities, services and amenities

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FORMAT A 2-day in-house course for staff plus an additional half-day for managers and supervisors who will be trained to observe and coach the staff.

TARGET AUDIENCE This course is for all Front Office staff including managers and supervisors.

METHODOLOGY Lecture, role-play, video presentation, case study and quiz.

PERFORMANCE MEASUREMENT 1. Monitoring System ? Weekly updates and reports ? Achievers' cards 2. Observations and Coaching

INCENTIVE SYSTEM A well-designed incentive system is essential to the success of Front Office Upselling. We will offer helpful suggestions in designing incentive schemes in-line with your hotel's culture and resources.

COURSE MATERIALS Designed and written exclusively for the hotel industry, the course materials further support the successful implementation of the programme.

Course materials include content overviews, worksheets, checklists and application tools. It guides the participants through the workshop and provides them with an easy reference when they get back on the job.

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