Although upselling is important to the hotel, it may cause guess discomfort if i

Question

Although upselling is important to the hotel, it may cause guess discomfort if it is too aggressive. There is a fine distinction between professional upselling an intentional "hustling".Acting as the guest service agent prepares a professional upsell dialogue for each of these situations. (Create details about room types, rates, and personalities as needed)

a. At the desk is an executive on your corporate rate plan. He is stretching and yawning from a hard day of air travel and long, local meetings.

b. About to check in is a mother with three young children. She is alone but says her husband arrives tomorrow. The kids are obviously excited about the prospects of swimming and running around the courtyard/pool.

c. Two gentlemen from a recently arrived bus tour approach the desk. They and the rest of the tour group have been housed in queen doubles, standard accommodations for tour groups. The men are unhappy because their room is too small.

d. A female executive with an extended-stay reservation check-in. She wants assurance that the reservation is firm for at least 10 days. How can she possibly survive 10 days with the pressure from the upcoming assignment?

Explanation / Answer

a. Good evening, Mr. M. Your booking for the king size room for two days is ready to occupy. You can check in at any time. I also would be glad inform you that since you are our loyal customer you can upgrade your bookings at discounted price. You can access spa and swimming pool at discounted price I you would like to.

b. Good morning madam, as per your booking the family suit is ready to occupy. We have introduced the children entertainment program in our courtyard with all security measures. You can upgrade your booking if you would like when your husband arrives. You can access the service for now and allow the children to play.

c. Gentlemen, I do want to inform you that we have tour accommodation packages with king size facilities at discounted prices. If you occupy three of those king size rooms which can accommodate 4 members per room with all facilities it would be better for you get relaxed.

d. Madam, Your reservation for the current booking is confirm for two days. If you want 10 days confirm reservation then you can opt for the loyal suits which have been specifically tailor made for the corporate executives. There you can avail all facilities to work comfortably at reasonable prices.

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