E & A Trends - Education & Training - Front Office Up-Selling Program

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Front Office Up-Selling Program (5+1 Days)

Who should Attend

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Front Office Personnel, including Front Office Manager, Supervisors and Front Desk Agents as well as anybody who regularly checks in guests. Agents with prior Up-selling experience may want to attend this workshop as well in order to refresh their approach and enhance their job performance. Generally, no prior experience is required.

Workshop Format

The workshop is very practical in nature by means of highly interactive group work including role-play, where real-life scenarios build the basis for effective Up-selling in the Front Office. At the end of the workshop, the training concludes with the coaching of participants at the Front Desk.

Benefits of Attending

Use basic questioning skills in order to build rapport while identifying Up-selling opportunities.

Understand buying behavior and use this knowledge on the basis of value perception in matching guests’ needs & wants with the benefits of your room product.

Restate and confirm guests’ needs & wants clearly for maximum impact of the Up-selling opportunity.

Recognize and overcome natural inhibitions by positively responding to guests’ reactions before the sale is lost.

Incentive Plan

Our Front Office Up-selling Program is based on an Incentive Plan that is essential to the success of the program. It reinforces the staff’s commitment to Up-selling and motivates them beyond the program’s initial implementation process. We will assist you in developing a feasible incentive program that will match your hotel’s objectives and resources.