7 Quotation Methods + 7 Sales Skills at the Hotel Front Desk
In hotel operation, the reception of customers at the front desk of the hotel is very important, which affects the final transaction rate and the quality of the first impression that customers bring to customers when they face the hotel.
Quoting the guests at the front desk is a sales method used by the hotel to expand the sales of its own products by using verbal description skills to arouse the guests’ desire to stay and expand the sales crowd. It includes sales skills, language arts, professional ethics, etc. In the actual sales work, we pay great attention to the pertinence of quotations. Only by adopting different quotation methods in a timely manner can we achieve the best sales results.
The following editor will share with you several common quotation methods in hotels, hoping to help hoteliers.
01
Quotation method
1. High and low trend quotation
This is designed for guests who pay attention to their status and status. This quotation method first reports the highest price of the hotel to the guests, so that the guests can understand the high-standard rooms provided by the hotel and the matching environment and facilities. When the guests are not interested in this Turning to selling lower-priced rooms, the hotel front desk should be good at using language skills to persuade guests, and the high-level enjoyment accompanied by high prices will induce guests to make purchasing decisions. Of course, the quoted price should be relatively reasonable and not too high.
2. Low-high trend quotation
This kind of quotation can attract the guests who have compared the room price, and bring a broad source market for the hotel. This quotation method is beneficial to the hotel’s competitive advantage.
3. Arrange quotation method
This quotation method is to provide all the current prices of the hotel to the guests in a certain order, that is, the lowest price is quoted first, then the highest price, and finally the middle price, so that guests have the opportunity to choose a moderate price. In doing so, the hotel has insisted on The price is clearly marked, and business ethics are maintained, which not only facilitates guests to freely choose in the entire price system, but also increases the opportunity for hotels to rent high-priced rooms and obtain more benefits.
4. Selective quotation
The use of this kind of quotation method requires the operator at the front desk to be good at distinguishing the payment ability of the arriving guests, and can objectively select and provide an appropriate price range according to the interests and needs of the guests. Generally, the quotation should not exceed two or more, so as to reflect the accuracy of the estimated quotation. Sexuality and avoid indecision when choosing an offer.
5. Interest-inducing quotations
This is a method of giving certain additional benefits to the guests who have already reserved the general room, so that they give up the original reserved room and turn to buy the room with a higher price.
6. Weakening price quotations
This kind of quotation is to place the price in the service items provided to reduce the weight of the intuitive price and increase the possibility of customers to purchase. Such quotations are generally made descriptive by the front desk receptionist in oral language, emphasizing the service items provided. It is suitable for the interests of the guests, but not too much, it should be appropriate.
7. Flexible quotation
Flexible quotation is a method of flexibly reporting the price to the guests according to the current price of the hotel and the prescribed price fluctuation range. This quotation is generally decided by the manager and store manager of the hotel. According to the actual situation of the hotel, it should be appropriately fluctuated within a certain price range, and the quotation should be flexibly adjusted to adjust the needs of guests, so that the room occupancy rate and economic benefits can reach an ideal level.
02
Front Office Sales Skills
1) Sales preparation
• The appearance of the instrument should be correct, and the elegant demeanor and attitude should be displayed.
• The work environment at the front desk should be organized, so that the service desk area is clean and tidy, not cluttered.
• Familiarize yourself with the hotel’s various types of rooms and the quality of their services so that you can introduce them to potential guests.
• Know the business hours and locations of all restaurants, bars, entertainment venues and public areas of the hotel
2) Service attitude
• Be good at communicating with guests with eyes and show enthusiasm and sincerity.
• Always have a smile on your face: Say “Welcome, it’s a pleasure to meet you” to the guest.
• Greet each guest politely.
• Behave appropriately.
• Answers to questions should be simple, clear and appropriate, and do not exaggerate about accommodation conditions.
• Don’t belittle your guests, be patient with your questions.
3) Sales work
• Be good at using descriptive language, using accurate adjectives to introduce the advantages of several rooms on offer, explaining that there are benefits for guests to choose from, but don’t make unpleasant comparisons between several rooms.
• Don’t ask the guest directly what kind of room they want, try to find out what kind of room the guest wants during the room description process.
• Be observant and try to understand the requirements and desires of the guests, and purposefully sell rooms that suit the needs of the guests.
• Don’t give up selling rooms to potential guests. If necessary, you can send someone to accompany them to visit several different types of rooms to enhance the relationship with the guests, which will help to promote sales to the hesitant guests.
4) Take the law of people with etiquette
If the same reception method is adopted for all the guests, the pertinence will be lost. Excellent front office staff should know people with discerning eyes. From the moment a customer walks into the store, in the simple welcome process, they need to quickly grade and set the file, and open a breakthrough according to the consumption level they may accept. Different from person to person, use different sales strategies and price levels to try to attract as many guests as possible.
However, this kind of grading is by no means disrespectful to the guests, and then they walk away and bring economic losses. Only by treating guests equally, winning praise with etiquette, courtesy, enthusiasm and thoughtful service, in exchange for credibility, and promoting success.
5) Use superfluous method
The so-called superfluous method is a technique of using the quotation method, that is, the basic price is quoted first, and then the service price is quoted. This method can weaken the possibility of customers’ price changes and minimize their volatility. Generally speaking, the service fees charged by star-rated hotels and restaurants to the guests in the form of percentage commissions really make some guests sigh and sigh. Therefore, when using the superfluous method, on the one hand, ensure that the guests have a good idea of the price, so as not to have concerns after opening the room; on the other hand, they should adhere to the premise of flexible quotation, and flexibly intersperse the traditional flush quotation.
6) Follow the good inducement method
Selling guest rooms is the same as selling products in many aspects. It needs to be vividly described and explained patiently in order to achieve the purpose of transaction. At this point, good manners will show the unique charm of people.
7) Methods such as clear quotation, fishtail quotation, etc.
In the normal or off-season, hotels often use discounts in order to achieve small profits but quick turnover. At this time, the superfluous method has another magical effect. While quoting the price, try to describe the benefits of the fishtail, such as “We can give you a discount on the basis of this price. This discount is only valid this quarter”, and other sales words will undoubtedly make the guests tempted.
First of all, follow the clues, through a few words of conversation, to gain insight into the consumption trend of the guests, and expand from this as a starting point, provide guests with a variety of choices, and elaborate on different characteristics one by one, to promote strengths and avoid weaknesses.
Secondly, try to sell additional services as much as possible, that is, show various service items in front of the guests. The purpose of this move is not to attract their consumption, but to cultivate a sense of everything, so that guests can feel that they can stay at the store and do what they want.
Furthermore, it is not easy to miss a possible guest, especially if you need to try hard to induce, if conditions permit, you can directly lead a group with many guests to visit the room and internal facilities, so as to win those who have high consumption levels but are unwilling to rush. guests who decide.