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Alison Snelling

UrbanHealing

Managing Partner

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Up-selling in the Hospitality Industry

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Hello everyone.

Does anyone know of any good training resources, activities or books that could support the introduction of up-selling skills training in a 5 star hotel environment.

Thanks

Happy Christmas!

Alison

www.urbanhealing.net

6 Responses

  1. It depends on….

    Hi Alison

    I would say that it depends on whether you are upselling:

    a) at the time of booking; would you like a room with a view, would you like to schedule in a spa treatment?

    b) or on arrival; I see that you have brought your wellies, would you like to see our selection of outdoor events? Whilst your car is in the valet car park would you like us to valet it for you?

    c) During a stay; what are you plans for the day? Ah, just lazing around, perhaps a spa or a visit to the falconer might be up your street?

    d) During a meal; The pheasant, of course, I understand the Mouton Rothschild 1922 goes very well with that?

    e) At the end of the stay; would you like to arrange your next visit now?

    It also depends on whether it is a corporate booking or a private client; there are differences.

    Perhaps you could get the delegates to brainstorm all the opportunities for an upsell and then investigate them.  Guest recognition (so the cleaner can say good morning to a guest by name when they pass in the corridor) and guest intelligence (everyone knows that Mr and Mrs Motague in the White Suite are celebrating their 25th wedding anniversary on Sunday) is also very helpful in up selling and providing the luxury service

     

    Also remember that at this level up selling is also about raising the profile of the complimentary services, that the client may not pay for but that the hotel is providing anyway; my local 5 star hotel have a store of mountain bikes and Hunter Wellies for people to borrow if they want a walk or a ride on the local footpaths, they also offer a local guide.

     

    I hope this helps

    Rus 

  2. Specific product?

     Hi Alison 

    Is there a particular service or product that you’re thinking of? We do a lot of work within licensed hospitality, specifically around service and selling skills to do with alcohol. If you’d like to discuss this further please contact me off-line. I’ll be on mobile and email over the stove period and back at work proper on 4th january 

    Have agreat Christmas and new year

    Sue

  3. Thanks

     Thanks Rus for your thoughts – which were in line with mine which is great.  

    Happy New Year!

    Alison 

  4. Thanks Sue

    Thanks Sue for your response – it is not a specific service or product as we cover four or five departments. It is more about a change in behaviour.  If you want to drop me a line alison@urbanhealing.net, it would be good to hear what you do

    Happy New Year

    Alison 

  5. Previous experience in this area

    Hi there Alison,

    In a past life i was a Front Office Trainer for 4 and 5 star hotels and would be more than happy to share my materials if these would help? If you drop me an email at cgbb_uk@yahoo.co.uk i will return my information.

     

    Thanks

    Claire

  6. Thanks Claire

     thanks Claire for your kind offer, I wlll contact you by email directly, Cheerio Alison 

     

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Alison Snelling

Managing Partner

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