酒店前台接待员升级促销技能

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1、BOTTOMUP 价位递增销售This tech nique is used whe n the guest is already holdi ng a reservatio n in the hotel, even a minimum or low-rate category has been comfimed.当客人已有预订，并且得到确认的房间价格很低甚至是最低价格房间时，可运用到这一技巧。or “ For $ 300 more, ” or “ For only $ 200 more,Remember only to men tio n the differe nee of room ra

2、te for a better room. You can say, “ For $ 100 more, you can have askZegbed ” -“you could have two-bedroom suite for your family.we can put you in an Executive Club room. You can make use of our fully equipped Bus in ess Cen ter ”记住在推荐较好的房间时，只需说明两者间的差别。你可以说明：“再加 100元，您就能拥有一张大床。”或“再加 300元，您就能拥有双人床的套

3、间。”或“再加200元，您就能入住行政楼层。”（Since the guest has already dem on strated a level of complia ncevby making the room reservati on, the later request, duri ng check-i n, represe nts not a total outlay but a small in crease over the an ticipated charge. Often, the guest will comply.)既然客人通过客房预订就表示了某种程度上的接受， 在办

4、理入住时，客人只 需在预期的房价上加一少部分资金，而不是要支付很多钱，对于这样的建议， 客人通常会接受。Q:WE HAVE TALED ABOUT SO MANY ADVANTAGES OF UPSELLING, CANYOU SEE ANY DISAKVANTAGE IF IT IS NOT DONE ROPERLY?到此，我们讨论了很多岗位销售的好处，但若这些技巧使用不当，你能看出会有 什么影响吗？Over-sell or Hard-sell过激推销或勉强推销We don t there for want to pressurize guestsrhake them feel that t

5、he place is full of people intent on making them spe nd more mon ey. You are there to make suggesti ons whe n you become aware of n eeds ways in which you can in crease guest satisfacti on. 我们不要使酒店的客人感到员工都蓄意使他们花更多的钱，你的所为只是当认识 到客人的某种需要是提供一些建议使客人更满意。II UPSELL TO EXECUTIVE CLUB行政楼层的升级促销 May I in troduc

6、e to you our Executive Club which comprises a lounge and a bus in esscen ter. For a differe nee of $, we can put you in an Executive Club room. With helpof our frie ndly and professi on al ladies up there, you can make use of fully-equipped bus in ess cen ter, enjoy the tea/coffee and happy house in

7、 the Executive Loun ge. Also, there are free press ing, complime ntary daily welcome drink and so on.我能否推荐您入住行政楼层？它包括大厅和商务中心。若您再多$_，就能享受行政楼层的高档次服务。服务小姐们热情专业的服务可使您充分享用设备齐全的商 务中心的一流服务，在行政大厅享有咖啡和茶。同时，您可免费的熨烫和每日特饮 等。 Offter brochure or show a room to the guest请提供服务指南或带客人参观一下房间）III TURNDOWN OF UPGRADE RE

8、QUEST OR EXPLANATION OF RATE DIFFERENCE拒绝房间升级和或解释房价差异（Rooms are full 客房已满）I m sorry, Sir. This time an upgrade is not possible because this is our high seas on and the hotel is very full. If you would like to stay in/on , I m afraid a differenee of $will be charged.很抱歉，先生。这次房间的升级是不可能的。因为现在是酒店生意最忙的时候

9、，酒店客房已住满。如果您想入住 _楼，恐怕您得多付 _美元。（Non-guarantee upgrade 不保证房间升级）Thank you for your interest in our Executive Club, Sir. It s a good choice. But Ibecause the previous upgrade does not guara ntee ano ther one. Last time was meant to be an introductory offer for you only. If you would like to stay on the

10、Executive Club again, I afraid a differe nee of $will be charged.承蒙您对我们行政楼层的厚爱，这是一个明智的选择。但很抱歉，因价格已有所变动， 不是上次我们给您提供的那个价格。若您想再次光顾我们的行政楼层，我恐怕您将要多 付美元。VI EXPLANATION OF ROOM UPGRADE房间升级的解释（Due to House Full 因客房已满）Si nee the type of room that you have requested is all full, the man ageme nt would like to

11、 upgrade you to our Executive Club without charg ing you extra. Please un dersta nd that this is a special situati on.因您定的那间房已经住满了，酒店为您安排了行政楼层，不加收任何费用。敬请谅解。（Voluntarily 自愿提供）Since you are a repeat guest of our hotel/a valued guest of our commercial account, the management would like to upgrade you t

12、o our Executive Club withour charging you extra.Some special facilities in clude: an Executive Lounge with all-day tea/coffee service and happy hours, a fully equipped bus in ess cen ter run by a team of frie ndly and professi onal ladies. We certainly hope you ll enjoy on the Executive Club and res

13、erve one of those roomsin your n ext visit.因您是我们酒店的常客/贵客，我们酒店高级领导人员决定为您安排行政楼层客房，不 加收任何额外费用，希望您能喜欢，特别设施服务包括：全天的茶/咖啡服务，伴您度过愉快的时光，以及热情、职业化的小姐提供的商务中心的全方位的服务，我们愿您在行政俱乐部玩得尽兴，同时愿意您能再次光顾我们酒店。（.Offer a brochure请提供服务指南）Room revenue accounts for more than 50% of the totalreve nue.客房收入占总收入的50%。RECULTS OF SUCCES

14、SFUL UPSELLING成功促销的结果：1. In crease room reve nue提高入住率2. Enhance guest satisfacti on尽力使客人满意WHAT IS SELLING/UPSELLING什么是销售/升级促销 Selling/Upselling is about service as it comes from our attitude that we want to help people. 销售 /升级促销是指一种服务， 它来源于我们竭诚为客人 服务的态度。 Selling/upselling is persuading someone to do

15、 what you want them to do, and LIKE it. 销售/升级促销是说服别人买你的产品并喜欢它。TIPS OF UPSELLING SKILLS 成功升级促销的秘诀 1Know your product 了解你们的产品 2Seeing and sensing NEEDS of guests 明白及感觉客人的需要 3 Matching your PRODUCTS to those needs 使产品满足客人需求 4 CONTROL the encounter by 通过避免冲突，控制局面showing enthusiasm 显示出热情服务 and 及 asking f

16、or sale 积极促销 “ Shall I put you in one of those rooms/on the Executive Club, sir? ”“我能冒味地推荐您入住这些客房 /行政楼层吗，先生？” METHODS OF UPSELLING ROOMS 升级销售客房的技能技巧 Rate Category Alternatives价格的自由选择 让客人对不同房价的客房进行选择， 询问客人：“您喜欢 哪种房间？”不要让客人有任何压力，他们喜欢在各种 价位当中进行自主的选择。 Top-down 价位递减销售向预订客人和散客推销客房时，可轻易地运用这个技巧。 Bottom-up价位

17、递增销售当客人已有预订，并且得到确认的房间价格很低甚至是 最低价格房间时，客运用到这一技巧。UPSELL TO EXECUTIVE CLUB行政楼层的促销 May I in troduce to you our Executive Club whichcomprises a lounge and a bus in ess cen ter. For a differe nee of $, we can put you in an Executive Clubroom. With help of our frie ndly and professi on al ladies up there, y

18、ou can make use of fully-equipped bus in ess cen ter, enjoy the tea/coffee and happy house in the Executive Loun ge. Also, there are free press ing, complime ntary daily welcome drink and so on.我能否推荐您入住行政楼层吗？它包括大厅和商务中心。 若您支付$.，您就能享受行政楼层的高档服务。 Offer brochure or show a room to the guest 请提供指南 或带客人参观一下房间）