Own our Success
Upsell Opportunity
Scenario:
A businessman arrived early at the hotel during a morning shift when Prisha, a Front Office colleague, was on duty. The businessman asked if the room is ready, but it was not. If you are in Prisha’s place, how will you handle this situation?
Action:
Since the guest is early before his committed time, Prisha checked the system and learned that the reserved room for the guest is not yet ready. Prisha gave options: she offered another room, but also offered that the guest can wait in the lobby while the room was being prepared. The guest was delighted about Prisha’s response. Prisha also asked if the guest wants to be upgraded to a higher floor; she advised that it would incur more cost but will also have more benefits. Prisha explained the upsell well and the guest accepted the next room category.
Key Learning:
• We all strive to achieve valuable results by contributing in our own small way. • Just like Prisha’s thoughtful action of offering alternatives to the guest – upselling the guest to drive more revenue, shows how we are eager to win and hit our targets.
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