酒店前臺接待員升級促銷技能

1、BOTTOMUP 價位遞增銷售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.當客人已有預訂，并且得到確認的房間價格很低甚至是最低價格房間時，可運用到這一技巧。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 ”記住在推薦較好的房間時，只需說明兩者間的差別。你可以說明：“再加 100元，您就能擁有一張大床?！被颉霸偌?300元，您就能擁有雙人床的套

3、間。”或“再加200元，您就能入住行政樓層。”（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.)既然客人通過客房預訂就表示了某種程度上的接受

4、， 在辦理入住時，客人只 需在預期的房價上加一少部分資金，而不是要支付很多錢，對于這樣的建議， 客人通常會接受。Q:WE HAVE TALED ABOUT SO MANY ADVANTAGES OF UPSELLING, CANYOU SEE ANY DISAKVANTAGE IF IT IS NOT DONE ROPERLY?到此，我們討論了很多崗位銷售的好處，但若這些技巧使用不當，你能看出會有 什么影響嗎？Over-sell or Hard-sell過激推銷或勉強推銷We don' t there for want to pressurize guestsrhake them fe

5、el that the 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. 我們不要使酒店的客人感到員工都蓄意使他們花更多的錢，你的所為只是當認識 到客人的某種需要是提供一些建議使客人更滿意。II UPSELL TO EXECUTIVE CLUB行政樓層的升級促銷 May I

6、in troduce 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

7、 house in the Executive Loun ge. Also, there are free press ing, complime ntary daily welcome drink and so on.我能否推薦您入住行政樓層？它包括大廳和商務中心。若您再多$_，就能享受行政樓層的高檔次服務。服務小姐們熱情專業(yè)的服務可使您充分享用設備齊全的商 務中心的一流服務，在行政大廳享有咖啡和茶。同時，您可免費的熨燙和每日特飲 等。 Offter brochure or show a room to the guest請?zhí)峁┓罩改匣驇Э腿藚⒂^一下房間）III TURNDOWN OF U

8、PGRADE REQUEST OR EXPLANATION OF RATE DIFFERENCE拒絕房間升級和或解釋房價差異（Rooms are full 客房已滿）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。這次房間的升

9、級是不可能的。因為現(xiàn)在是酒店生意最忙的時候，酒店客房已住滿。如果您想入住 _樓，恐怕您得多付 _美元。（Non-guarantee upgrade 不保證房間升級）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

10、would like to stay on the Executive Club again, I afraid a differe nee of $will be charged.承蒙您對我們行政樓層的厚愛，這是一個明智的選擇。但很抱歉，因價格已有所變動， 不是上次我們給您提供的那個價格。若您想再次光顧我們的行政樓層，我恐怕您將要多 付美元。VI EXPLANATION OF ROOM UPGRADE房間升級的解釋（Due to House Full 因客房已滿）Si nee the type of room that you have requested is all full, the

11、man ageme nt would like to upgrade you to our Executive Club without charg ing you extra. Please un dersta nd that this is a special situati on.因您定的那間房已經(jīng)住滿了，酒店為您安排了行政樓層，不加收任何費用。敬請諒解。（Voluntarily 自愿提供）Since you are a repeat guest of our hotel/a valued guest of our commercial account, the management w

12、ould like to upgrade you to 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 enjo

13、y on the Executive Club and reserve one of those roomsin your n ext visit.因您是我們酒店的?？?貴客，我們酒店高級領導人員決定為您安排行政樓層客房，不 加收任何額外費用，希望您能喜歡，特別設施服務包括：全天的茶/咖啡服務，伴您度過愉快的時光，以及熱情、職業(yè)化的小姐提供的商務中心的全方位的服務，我們愿您在行政俱樂部玩得盡興，同時愿意您能再次光顧我們酒店。（.Offer a brochure請?zhí)峁┓罩改希㏑oom revenue accounts for more than 50% of the totalreve nue

14、.客房收入占總收入的50%。RECULTS OF SUCCESSFUL UPSELLING成功促銷的結果：1. In crease room reve nue提高入住率2. Enhance guest satisfacti on盡力使客人滿意WHAT IS SELLING/UPSELLING什么是銷售/升級促銷 Selling/Upselling is about service as it comes from our attitude that we want to help people. 銷售 /升級促銷是指一種服務， 它來源于我們竭誠為客人 服務的態(tài)度。 Selling/upsell

15、ing is persuading someone to do what you want them to do, and LIKE it. 銷售/升級促銷是說服別人買你的產(chǎn)品并喜歡它。TIPS OF UPSELLING SKILLS 成功升級促銷的秘訣 1Know your product 了解你們的產(chǎn)品 2Seeing and sensing NEEDS of guests 明白及感覺客人的需要 3 Matching your PRODUCTS to those needs 使產(chǎn)品滿足客人需求 4 CONTROL the encounter by 通過避免沖突，控制局面showing en

16、thusiasm 顯示出熱情服務 and 及 asking for sale 積極促銷 “ Shall I put you in one of those rooms/on the Executive Club, sir? ”“我能冒味地推薦您入住這些客房 /行政樓層嗎，先生？” METHODS OF UPSELLING ROOMS 升級銷售客房的技能技巧 Rate Category Alternatives價格的自由選擇 讓客人對不同房價的客房進行選擇， 詢問客人：“您喜歡 哪種房間？”不要讓客人有任何壓力，他們喜歡在各種 價位當中進行自主的選擇。 Top-down 價位遞減銷售向預訂客人和

17、散客推銷客房時，可輕易地運用這個技巧。 Bottom-up價位遞增銷售當客人已有預訂，并且得到確認的房間價格很低甚至是 最低價格房間時，客運用到這一技巧。UPSELL TO EXECUTIVE CLUB行政樓層的促銷 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, you can make use of fully-equippe