国际酒店前厅部接待员推荐销售技巧提高房价收益培训 FO-Upselling.doc

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1、HYATT REGENCY DONGGUANFRONT DESK OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:UpsellingEffective Date:01 June 2006Revised Date:NilApplicable :AllForms to use:Upsell Record SheetRefers to :NilPolicyIt is the policy of the hotel to ensure that all upselling of rooms are tabulated and reco

2、rded accurately to ensure a fair and just rewarding system is set in place. 这是酒店的政策，以确保所有客房的追加销售被表格和准确记录，以确保公平和公正的奖励制度的建立。Procedures程序1. All eligible front office members are given a personal Upselling Record Sheet monthly to record all upselling. (See attached Upsell Record Sheet)所有符合条件的前厅员工每月都会收到一

3、份个人升级销售记录表，以记录所有升级销售。(见附件追加销售记录表)2. Upon check-in the staff identifies the guest as a potential for the upsell program. He then recommends the higher room type category and explains in details - the layout, sizes, amenities available and the difference in prices of the two room types.入住时，工作人员会将客人确定为

4、追加销售计划的潜在客户。然后，他推荐了较高的房间类型类别，并详细解释了布局、大小、可用的设施和两种房间类型的价格差异。3. Once the guest agreed to pay the modifier rate for the upsold room type, the staff should update the new room rate on the registration card. The staff will require to circle the entire room rate before requesting the guest to sign beside

5、the adjusted rate.一旦客人同意支付升级房型的修改价，工作人员应在登记卡上更新新的房型。在要求客人在调整后的价格旁边签名之前，工作人员需要将整个房间的价格圈起来。4. After rooming the guest, the staff must screen print the guest folio detailing the room rate change record.在给客人安排好房间后，工作人员必须打印出详细的房间价格变更记录。5. This copy must then be attached to the Upselling Record Sheet for

6、verification purpose.此副本必须附于“追加销售记录表”以供核实。6. All upsells are updated in the remarks as : UPS RK RMB 1815/FRA.7. Upg and Fix reasons must also be updated UPS8. In the event when an upsell is to be settled by the guest personal account, it should be entered as Fixed Charge accordingly.9. This Upsellin

7、g Record Sheet is forwarded to the Assistant Manager Front Office at the end of each week for checking.10. The Assistant Manager Front Office will counter check the upsell for validity, with the entire stay complete along with payment confirmation of the upsell rate. Only checked out folios are then

8、 entered into the Upsell Record. (See attached Upsell Record)11. The upsell incentive cash reward is base on X% of the upsold modifier rate on daily basis. For example, Guestroom booked at RMB1600 + 15% from 18 21 December (3 nights stay).Staff upsold to Lake View room at RMB1800 + 15% Staff entitled to 3% x RMB 200 x 3 nights = RMB18.0012. The cash earned will be banked into individual staffs bank account.13. The staff, however, will absorb taxes that accompanied the sales. Prepared byJames FanDate 01 Jun 2006Approved byDatePage 3