Here's part 3 of what to consider in getting your team to upsell effectively, and to include in your hotel or restaurant staff training.
Spot the opportunitiesLet staff identify all the situations that lend themselves as an opportunity to upsell – not just in their own department –but across all areas.
- Options on accommodation – room upgrades, special packages, champagne in rooms,
- In the restaurant – bottled water, suggestions for starters, accompaniments, side orders, deserts, desert wine, specialist coffees, after dinner drinks
- Bar – branded beers, snack items, pasties with their coffee
I'm sure you'll have many more specifics for your own operation
It's also about timing – for example selling desserts – ask too soon and people say they are still too full, and go straight on to coffee, ask too late and they have gone off the idea, and want to head off home.
Tomorrow we'll look at the third of the three key things your staff need to upsell effectively.
Caroline Cooper is a business coach with over 25 years experience in business and management development, and founder of Zeal Coaching, specializing in working with hospitality businesses, and is author of the 'Hotel Success Handbook'
www.zealcoaching.com 
