一家酒店的客房收入往往占到總收入的50%，而前臺(tái)成功促銷客房可以提高入住率和增加顧客滿意度。今天我們來看看前臺(tái)upselling的各種技巧和情形應(yīng)對，希望對酒店人有所幫助。

This technique is used when the guest is already holding a reservation in the hotel, even a minimum or low-rate category has been comfimed.

當(dāng)客人已有預(yù)訂，并且得到確認(rèn)的房間價(jià)格很低甚至是最低價(jià)格房間時(shí)，可運(yùn)用到這一技巧。

Remember only to mention the difference of room rate for a better room. You can say, “ For ￥ 100 more, you can have a king-size bed” or “For ￥ 300 more, you could have two-bedroom suite for your family.” or “ For only ￥ 200 more, we can put you in an Executive Club room. You can make use of our fully equipped Business Center……”

記住在推薦較好的房間時(shí)，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?00元，您就能擁有雙人床的套間。”或“再加200元，您就能入住行政樓層?！?/p>

Since the guest has already demonstrated a level of compliance, the later request, during check-in, represents not a total outlay but a small increase over the anticipated charge. Often, the guest will comply.)

既然客人通過客房預(yù)訂就表示了某種程度上的接受，在辦理入住時(shí)，客人只需在預(yù)期的房價(jià)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(huì)接受。

May I introduce to you our Executive Club which comprises a lounge and a business center. For a difference of ￥ 300 , we can put you in an Executive Club room. With help of our friendly and professional ladies up there, you can use of fully-equipped business center, enjoy the tea/coffee and happy house in the Executive Lounge. Also, there are free ironing, complimentary 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(wù)中心。若您再多￥300，就能享受行政樓層的高檔次服務(wù)。服務(wù)小姐們熱情專業(yè)的服務(wù)可使您充分享用設(shè)備齊全的商務(wù)中心的一流服務(wù)，在行政大廳享有咖啡和茶。同時(shí)，您可免費(fèi)的熨燙和每日特飲等。

P.S Offter brochure or show a room to the guest

請?zhí)峁┓?wù)指南或帶客人參觀一下房間

Situation 1——Rooms are full 客房已滿

I’m sorry, Sir. This time an upgrade is not possible because this is our high season and the hotel is very full. If you would like to stay in/on 24th floor, I’m afraid a difference of ￥500 will be charged.

很抱歉，先生。這次房間的升級有點(diǎn)困難。因?yàn)楝F(xiàn)在是酒店生意最忙的時(shí)候，酒店客房已住滿。如果您想入住24樓，恐怕您得多付500人民幣。

Situation 2——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 I’m sorry, because the previous upgrade does not guarantee another one. Last time was meant to be an introductory offer for you only. If you would like to stay on the Executive Club again, I’m afraid a difference of ￥200 will be charged.

承蒙您對我們行政樓層的厚愛，這是一個(gè)明智的選擇。但很抱歉，因價(jià)格已有所變動(dòng)，不是上次我們給您提供的那個(gè)價(jià)格。若您想再次光顧我們的行政樓層，我恐怕您將要多付200人民幣。

Situation 1——Due to House Full 因客房已滿

Since the type of room that you have requested is all full, the management would like to upgrade you to our Executive Club without charging you extra. Please understand that this is a special situation.

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(fèi)用。敬請諒解。

Situation 2——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 to our Executive Club withour charging you extra. Some special facilities include: an Executive Lounge with all-day tea/coffee service and happy hours, a fully equipped business center run by a team of friendly and professional ladies. We certainly hope you’ll enjoy on the Executive Club and reserve one of those rooms in your next visit.

因您是我們酒店的?？?貴客，我們酒店高級領(lǐng)導(dǎo)人員決定為您安排行政樓層客房，不加收任何額外費(fèi)用，希望您能喜歡，特別設(shè)施服務(wù)包括：全天的茶/咖啡服務(wù)，伴您度過愉快的時(shí)光，以及熱情、職業(yè)化的小姐提供的商務(wù)中心的全方位的服務(wù)，我們愿您在行政俱樂部玩得盡興，同時(shí)愿意您能再次光顧我們酒店。

P.S. Offer a brochure 請?zhí)峁┓?wù)指南

● Rate Category Alternatives 價(jià)格的自由選擇

讓客人對不同房價(jià)的客房進(jìn)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(jià)位當(dāng)中進(jìn)行自主的選擇。

● Top-down 價(jià)位遞減銷售

向預(yù)訂客人和散客推銷客房時(shí)，可輕易地運(yùn)用這個(gè)技巧。

過激推銷或勉強(qiáng)推銷都是推銷技巧使用不當(dāng)而產(chǎn)生的

We don’t there for want to stress guests to make them feel that the place is full of people intent on making them spend more money. You are there to make suggestions when you become aware of needs ways in which you can increase guest satisfaction.

 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(dāng)認(rèn)識(shí)到客人的某種需要是提供一些建議使客人更滿意。

● Know your product

        了解你們的產(chǎn)品

● Understand and sense NEEDS of guests 

        明白及感覺客人的需要

● Match your PRODUCTS to those needs  

        使產(chǎn)品滿足客人需求

● CONTROL the encounter by showing enthusiasm and sincere

        通過熱情服務(wù)和真誠避免沖突，控制局面