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一家酒店的客房收入往往占到总收入的50%，而前台成功促销客房可以提高入住率和增加顾客满意度。今天我们来看看前台upselling的各种技巧和情形应对，希望对酒店人有所帮助。 BOTTOM-UP 价位递增销售 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. 当客人已有预订，并且得到确认的房间价格很低甚至是最低价格房间时，可运用到这一技巧。
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……” 记住在推荐较好的房间时，只需说明两者间的差别。你可以说明：“再加100元，您就能拥有一张大床。”或“再加300元，您就能拥有双人床的套间。”或“再加200元，您就能入住行政楼层。” Since the guest has already demonstrated a level of compliance 既然客人通过客房预订就表示了某种程度上的接受，在办理入住时，客人只需在预期的房价上加一少部分资金，而不是要支付很多钱，对于这样的建议，客人通常会接受。
UPSELL TO EXECUTIVE CLUB 行政楼层的升级促销 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. 我能否推荐您入住行政楼层？它包括大厅和商务中心。若您再多￥300，就能享受行政楼层的高档次服务。服务小姐们热情专业的服务可使您充分享用设备齐全的商务中心的一流服务，在行政大厅享有咖啡和茶。同时，您可免费的熨烫和每日特饮等。 P.S Offter brochure or show a room to the guest 请提供服务指南或带客人参观一下房间
TURNDOWN OF UPGRADE REQUEST OR EXPLANATION OF RATE DIFFERENCE 拒绝房间升级和或解释房价差异 Situation 1——Rooms are full 客房已满 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。这次房间的升级有点困难。因为现在是酒店生意最忙的时候，酒店客房已住满。如果您想入住24楼，恐怕您得多付500人民币。 Situation 2——Non-guarantee upgrade 不保证房间升级 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. 承蒙您对我们行政楼层的厚爱，这是一个明智的选择。但很抱歉，因价格已有所变动，不是上次我们给您提供的那个价格。若您想再次光顾我们的行政楼层，我恐怕您将要多付200人民币。
EXPLANATION OF ROOM UPGRADE 房间升级的解释 Situation 1——Due to House Full 因客房已满 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. 因您定的那间房已经住满了，酒店为您安排了行政楼层，不加收任何费用。敬请谅解。 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. 因您是我们酒店的常客/贵客，我们酒店高级领导人员决定为您安排行政楼层客房，不加收任何额外费用，希望您能喜欢，特别设施服务包括：全天的茶/咖啡服务，伴您度过愉快的时光，以及热情、职业化的小姐提供的商务中心的全方位的服务，我们愿您在行政俱乐部玩得尽兴，同时愿意您能再次光顾我们酒店。 P.S. Offer a brochure 请提供服务指南 OTHER METHODS 其他方式 ● Rate Category Alternatives 价格的自由选择 让客人对不同房价的客房进行选择，询问客人：“您喜欢哪种房间？”不要让客人有任何压力，他们喜欢在各种价位当中进行自主的选择。 ● Top-down 价位递减销售 向预订客人和散客推销客房时，可轻易地运用这个技巧。 OVER-SALE or HARD-SELL 过激推销或勉强推销 过激推销或勉强推销都是推销技巧使用不当而产生的
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. 我们不要使酒店的客人感到员工都蓄意使他们花更多的钱，你的所为只是当认识到客人的某种需要是提供一些建议使客人更满意。 TIPS OF UPSELLING SKILLS 成功升级促销的秘诀 ● Know your product 了解你们的产品 ● Understand and sense NEEDS of guests 明白及感觉客人的需要 ● Match your PRODUCTS to those needs 使产品满足客人需求 ● CONTROL the encounter by showing enthusiasm and sincere 通过热情服务和真诚避免冲突，控制局面 |
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