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    Fo Worksheets 8 Segments

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    Justin Perez
    This document provides worksheets and role-playing exercises for front desk staff at a hotel to practice sales skills such as rapport building, highlighting features and benefits, addressing objections, and closing sales. The worksheets include lists of open-ended questions for building rapport with callers, examples of hotel features and benefits to discuss with different guest types, a competitive property analysis, examples of up-selling room types and packages, common objections and responses, closing statements, and strategies for offering discounted rates. The materials are meant to help front desk employees strengthen their sales abilities through role-playing mock calls.

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    Fo Worksheets 8 Segments

    Uploaded by

    Justin Perez
    59 views12 pages
    This document provides worksheets and role-playing exercises for front desk staff at a hotel to practice sales skills such as rapport building, highlighting features and benefits, addressing objections, and closing sales. The worksheets include lists of open-ended questions for building rapport with callers, examples of hotel features and benefits to discuss with different guest types, a competitive property analysis, examples of up-selling room types and packages, common objections and responses, closing statements, and strategies for offering discounted rates. The materials are meant to help front desk employees strengthen their sales abilities through role-playing mock calls.

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    This document provides worksheets and role-playing exercises for front desk staff at a hotel to practice sales skills such as rapport building, highlighting features and benefits, addressing objections, and closing sales. The worksheets include lists of open-ended questions for building rapport with callers, examples of hotel features and benefits to discuss with different guest types, a competitive property analysis, examples of up-selling room types and packages, common objections and responses, closing statements, and strategies for offering discounted rates. The materials are meant to help front desk employees strengthen their sales abilities through role-playing mock calls.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    59 views12 pages

    Fo Worksheets 8 Segments

    Uploaded by

    Justin Perez
    This document provides worksheets and role-playing exercises for front desk staff at a hotel to practice sales skills such as rapport building, highlighting features and benefits, addressing objections, and closing sales. The worksheets include lists of open-ended questions for building rapport with callers, examples of hotel features and benefits to discuss with different guest types, a competitive property analysis, examples of up-selling room types and packages, common objections and responses, closing statements, and strategies for offering discounted rates. The materials are meant to help front desk employees strengthen their sales abilities through role-playing mock calls.

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    Tarlac State University

    College of Business and Accountancy


    Department of Hospitality and Tourism Management
    A.Y. 2019-2020

    HM PE 1 FRONT OFFICE OPERATIONS

    Front Desk Sales Success Worksheets

    Submitted by:
    Anna Pamela R. Perez
    BSHM 2-C

    Submitted to:
    Jefferson Dj. Ruz, LPT
    Faculty, HTM Department
    RAPPORT-BUILDING QUESTIONS
    Open-ended questions work best when trying to build rapport: questions that can’t be answered with a simple yes
    or no, and that usually ask who, what, when, where, or why. Make a list of open-ended questions you can ask
    callers to help build rapport, as well as follow-up questions to continue building rapport or transition to a sales
    situation. Then role-play incoming calls with your associates to develop rapport-building skills.

    RAPPORT-BUILDING POSSIBLE ANSWER FOLLOW-UP/TRANSITIONAL


    QUESTION QUESTIONS

    Do you have a great time Yes, it was so fantastic! I’m sure you’ll enjoy even more
    seeing our place? when you see the different
    historical places here in the
    Philippines that are near here in
    our hotel.
    FEATURES & BENEFITS

    Every feature of your hotel has a corresponding benefit to the guest. Make a list of outstanding features
    your hotel has to offer, as well as the corresponding benefits. Then, brainstorm which types of guests
    might be most interested in each feature and benefit.

    FEATURE BENEFIT GUEST TYPE


    Club Lounge A relaxing, upscale space, the
    Club Lounge offers VIPs, Business groups, Business
    complimentary breakfast, individuals, Leisure guests,
    afternoon hors d’oeuvres, and Families, convention groups, etc.
    a variety of beverage options.
    Relax by catching your favorite
    TV show. .Computers and a
    printer are ready to go.

    Fitness Center The facility should include at


    least a range of basic
    equipment: a StairMaster, a
    treadmill, a stationary bike,
    free weights, and floor mats.
    Fresh Outdoors A hotel with some breathing
    space is ideal, whether it be a Business Individuals, Families etc.
    rooftop, garden, or a park
    nearby.
    COMPETITIVE PROPERTY WORKSHEET

    PROPERTY FEATURE, FACILITY, OR AMENITY


    Rate: Competitive within Market
    Rate: At or Below Local Per Diem
    Rate: Entitlement Discounts (AAA, AARP, etc.)
    Rate: Seasonal, Promotional Discounts
    Rate: Standard Room
    Rate: Deluxe Room
    Rate: Suites/Spa Rooms
    Rate: No Add-On Charges (Phone, Energy, etc.)
    Short Cut-Off/Late Cancellation Policy
    Early Check-in/Late Check-Out
    Location: Close to Business Areas, Downtown
    Location: Close to Entertainment & Recreation
    Location: Close to Govt. Buildings & Bases
    Location: Close to Shopping, Restaurants
    Location: Close to Sports Venues
    Location: Close to Highway, Easy to Find
    Free Shuttle to Airport, Important Destinations
    Elevators
    Connecting Rooms
    Baggage Handling/Bell Service
    Security: Well-Lit Parking Areas
    Security: Interior Entry
    Security: Uniformed Staff After Dark
    Security: Keycard Lock System

    SHERATO

    RESORTS
    HOTELS
    N

    &
    PROPERTY FEATURE, FACILITY, OR AMENITY
    Free Parking
    Bus/Truck Parking
    High-Speed Internet
    Business Center
    Business Services (Printing, Copies, Fax)
    High Percentage of Non-Smoking Rooms
    High Percentage of Double Rooms
    Suites Available
    Spa Rooms Available
    Large Lobby/Common Seating Areas
    Game Room – Recreation Area
    Exercise Room / Health Facility
    Swimming Pool
    Small Meeting or Conference Rooms
    Large Meeting Rooms (25+ People)
    Audio-Visual Equipment & Support
    Catering/Banquet Service & Facilities
    On-Site or Adjacent Restaurant
    Complimentary Breakfast: Standard
    Complimentary Breakfast: Deluxe
    Evening Manager’s Reception
    On-Site or Adjacent Lounge
    Room Service or Food Delivery
    Extra Towels, Pillows, Blankets
    Valet / Dry Cleaning Service
    Washer & Dryer On-Site

    PROPERTY FEATURE, FACILITY, OR AMENITY


    In-Room Amenity: Coffee Maker
    In-Room Amenity: Hair Dryer
    In-Room Amenity: Iron & Board
    In-Room Amenity: Large TV (27+ inch)
    In-Room Amenity: 20+ Cable TV Channels
    In-Room Amenity: Pay Per View Movies
    In-Room Amenity: Video Game System
    In-Room Amenity: Free Local Calls
    Prompt Payment of Commissions & Fees
    Preferred Hotel/Official Appointment Programs
    Participate in Guest Loyalty / Frequent Traveler
    Program
    List & Advertise in Guides, Publications
    List & Advertise on Websites
    Accurate & Current GDS & Web Listings
    Superior Quality Rating
    Sponsor/Participate with Local Organizations
    UP-SELLING AND CROSS-SELLING WORKSHEET
    Your hotel probably has more than one type of room or combination packages that give you the
    opportunity to up-sell and cross-sell a guest to a better accommodation or plan. Use this worksheet to
    outline your selling strategies. Remember to sell features and benefits before mentioning price, which
    should be presented in incremental amounts (“Only $10 more”).
    ACCOMODATION/PACKAGE RATE FEATURES & SELL TO
    BENEFITS
    Weekend Escape Rate is based on Enjoy the discount given, Families
    double occupancy in a Best Available Rate plus
    hotel room Internet access, discount
    privileges and late
    checkout for weekend
    stays.

    .
    OBJECTIONS & RESOLUTIONS
    Write down some of the common objections you hear when making a reservation sale. Determine
    what the caller really wants, then develop a possible resolution statement to overcome the
    objection.

    OBJECTION REALLY WANTS RESOLUTION

    No coffee shop in Coffee, place to “We have free coffee available at the front
    desk 24 hours, with plenty of comfortable
    hotel socialize
    seating in our lobby area.”
    There’s no Wi-Fi in To be connected “Our Business center located at the Lobby
    that Room and keep in touch area has computers where you can go
    to their family, online to surf the net and check you e-
    relatives; Socialize mails.
    No bar lounge in Bar, place to drink “We have liquors available for 24 hours at
    hotel liquors and have the menus you can drink it at the café
    fun with someone lobby.
    No bath towels in Bath towel used “Sorry for the inconvenience service we
    the room hotel for drying and will provide the bath towels at your room
    wiping the body immediately”

    No available Parking, safety of


    parking in the hotel the car
    CLOSING STATEMENTS
    Write down some closing statements you can use to ask for the sale. Then practice these statements
    in mock sales calls, either individually or with a partner. Remember that closing statements work best
    after you’ve established value by presenting features and benefits.

    CLOSING STATEMENTS
    The Executive Suite room is available and it includes European plan .It cost 18, 600

    per night.

    Let’s go ahead and process your reservation Mr. Lee?

    The Deluxe room for 3 days and additional dinner meal that’s all cost 10,500 pesos.

    I’m happily to process your reservation for you.

    The Single room for one night is available and it includes B&B plan. It cost 2,500

    pesos.

    Do you want this room to process Mr. Lee?

    The Triplet room for 5 days is available and it includes American plan. It cost 13,000

    per night.

    Do you want to book for the room?

    The Double room for 2 days is available it includes Continental breakfast plan. It cost

    5,000 pesos

    What kind of payment do you want for that reservation?

    The Adjoining room for one night is available with B&B plan and it cost 3,000 pesos

    Would you like to make a reservation for that room?


    FADE RATE WORKSHEET
    RATE TITLE/PROGRAM WHEN TO USE JUSTIFICATION & SALES
    STATEMENT
    20% Membership When the guest is member of the If you are member of our
    Rate club golf country club you
    can avail 20 % discount.

    50% Half day Rate When a guest is staying for an You can avail 50%
    half day event discount for staying half
    day to our hotel.

    25% Group Rate


    15% Package Rate

    20% Government
    Rate

    10% Weekends Rate

    35% Industrial Rate

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