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FO-056 UPSELLING

By Bradley Palmer,2015-02-10 00:09
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FO-056 UPSELLING

    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Upselling

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All

Forms to use : Upsell Record Sheet

Refers to : Nil

Policy

    It is the policy of the hotel to ensure that all upselling of rooms are tabulated and recorded accurately to ensure a fair and just rewarding system is set in place.

Procedures

    1. All eligible front office members are given a personal Upselling Record Sheet

    monthly to record all upselling. (See attached Upsell Record Sheet)

    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.

    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

    the adjusted rate.

    4. After rooming the guest, the staff must screen print the guest folio detailing the

    room rate change record.

    5. This copy must then be attached to the Upselling Record Sheet for verification

    purpose.

    Page 1

    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    6. All upsell's are updated in the remarks as : UPS RK RMB 1815/FRA.

7. ‘Upg’ and ‘Fix’ reasons must also be updated UPS

    8. 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 Upselling 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 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 = RMB18.00

12. The cash earned will be banked into individual staff’s bank account.

    13. The staff, however, will absorb taxes that accompanied the sales.

    Prepared by James Fan Date 01 Jun 2006

    Approved by Date

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