Sample Training Program On Upselling In Hotels & Resorts

 I. Introduction

  • Overview of the problem of no upselling in the hotel

  • Explanation of the importance of upselling for the hotel's revenue and guest satisfaction

  • Objectives of the training program

II. Identifying Upsell Opportunities

  • Understanding guest needs and preferences

  • Identifying opportunities for upselling during the check-in process, in-room visits, and other guest interactions

  • Using communication techniques to present upsell offers effectively

III. Effective Upsell Offerings

  • Personalizing the upsell offer based on guest preferences

  • Matching the upsell offer with the guest's needs and interests

  • Ensuring the upsell offer is perceived as valuable by the guest

IV. Overcoming Objections

  • Identifying potential objections to upselling

  • Addressing objections with effective communication and persuasion techniques

  • Turning objections into opportunities for upselling

V. Handling Rejection

  • Dealing with guests who reject the upsell offer

  • Understanding the reasons for rejection

  • Offering alternative solutions or value-adds to maintain guest satisfaction

VI. Follow-Up

  • Ensuring guest satisfaction after an upsell offer has been accepted

  • Measuring the success of the upselling program

  • Identifying areas for improvement and ongoing training

VII. Conclusion

  • Recap of the importance of upselling and the key takeaways from the training program

  • Encouragement to apply the skills and techniques learned in the training program to improve guest satisfaction and increase revenue

This training program can be delivered in a variety of formats, including classroom training, on-the-job training, e-learning modules, or a combination of these methods. It's important to ensure that the training is interactive and engaging, with opportunities for participants to practice the skills and receive feedback.

Ongoing support and coaching can also be provided to reinforce the skills and ensure the upselling program is effective in the long term.