Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about The Mechanics of Upselling.

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 What are the mechanics of upselling?

• You need the right questions to identify your guest’s wants.

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• You need to know how to listen to your guest’s preferences or requests

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• How to answer and make suggestions or give options that meet your guest’s needs.

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• You need to know how to describe the products, services, or options.

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More food for thought

It is not only the front desk employees or reservations that can upsell, but your housekeepers, wait staff, and maintenance personnel might have an opportunity to mention products, services, or options in passing. 

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Let all employees try or experience what you have to offer. The more they know about what you have to offer and be able to share their experiences, that will add value to the offer and easier to upsell.  

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I highly recommend you create a script with all the details and give it to your employees, but let them develop their own pitch. If it sounds more natural, it will sound more genuine. Everyone should practice their pitches on each other.

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Practice makes perfect.

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You want to be able to read your guests

If a couple is getting away for the weekend, you could offer “couple spa treatments” or “candlelight dinner”.

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If it’s a family, you could offer them “a family package to the zoo” or “passes to the local swimming pool”. You can set these kinds of opportunities up by cross-promoting with other businesses.

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If your business includes group travel. Your salesperson could offer “baggage service” or “group dinner”.

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Are you getting the idea?

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That is it for today’s INNsider Tip.

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If you would like to see all the bonuses you would have access to as a member of the Hospitality Property School Group, have a look at the short video in this episode’s post-show notes.

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That’s today’s INNsider tips.

Until next time, have a fun day.

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A Division of Keystone Hospitality Property Development

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