Unlock the secrets of upselling: A guide to training your hotel receptionists for increased sales

Hotel receptionists are often the first point of contact for guests, and they play a crucial role in shaping the guest experience. However, many receptionists lack the training and skills needed to make more sales and upsell hotel services. By providing your receptionists with the right training, you can empower them to make more sales and improve your hotel's revenue.

One effective way to train your receptionists is to provide them with a small script that they can use when interacting with guests. The script should include key phrases and questions that will help them identify opportunities to upsell hotel services. Here's an example of a script:

Receptionist: "Welcome to XYZ Hotel. How may I help you today?"

Guest: "I have a reservation for a standard room."

Receptionist: "Great, I can check you in right away. May I ask, have you heard about our premium room upgrade? It offers a more spacious and luxurious experience with amenities such as a balcony and a Jacuzzi. It's a great way to make your stay even more special."

Guest: "That sounds interesting. How much extra is it?"

Receptionist: "It's an additional $50 per night, and I can guarantee you that you won't regret it. Would you like me to go ahead and upgrade your reservation?"

Guest: "Yes, that would be great."

Receptionist: "Excellent, I've upgraded your reservation to one of our premium rooms. Is there anything else I can assist you with today? We also have a great restaurant on site and we're offering a special deal on spa treatments this week."

By providing your receptionists with a script like this, you can give them the tools they need to make more sales. The script can be adjusted based on your hotel's unique services and promotions.

Another important aspect of training your receptionists is to teach them how to identify the needs of guests and tailor their sales pitch accordingly. For example, if a guest expresses an interest in outdoor activities, the receptionist could suggest booking a guided tour or renting equipment from the hotel.

Additionally, it's crucial to train your receptionists on the benefits of the services or products they are offering, so they can confidently and effectively communicate them to the guests. For instance, if the hotel offers in-room massages, the receptionist should be able to explain the benefits of massage therapy, such as reducing stress, promoting relaxation, and relieving pain.

In conclusion, training your hotel receptionists to make more sales is key to increasing revenue and improving the guest experience. By providing them with a small script like the one above, and teaching them how to identify the needs of guests, tailor their sales pitch, and communicate the benefits of the services and products they are offering, you can empower them to make more sales and drive your hotel's revenue. Don't miss out on this opportunity to take your hotel's revenue to the next level. So don't wait any longer, start empowering your receptionists today and watch your hotel's revenue soar!

Albi Zhulali
CEO of Softmogul