What are the sales skills of the hotel front desk?

What are the sales skills of the hotel front desk?

Hotel front office attendants should not only accept guests' reservations and arrange rooms, but also be good at promoting private rooms and other products of the hotel, so as to maximize the occupancy rate of private rooms and increase comprehensive sales income. Below, I will tell you about the four sales skills of the hotel front desk, hoping to help you!

Sales skill one

When guests enter the lobby, the receptionist should smile and greet them politely.

Always remind yourself: "Every guest who comes to the door is the most precious, so try your best to keep each other."

Usually pay more attention to the accumulation of selling skills and formulate a set of skilled workflow.

Sales skills 2

Service attitude:

-Good at communicating with guests with eyes, showing enthusiasm and sincerity.

Second, greet every guest with polite language. -Behave appropriately, naturally and sincerely. Answer questions simply, clearly and appropriately, and don't exaggerate the accommodation conditions.

Third, pay attention to every guest and patiently explain the problem to them.

Sales skill three

Introduce the room flexibly:

A, in the process of selling rooms to guests, we should emphasize the room value rather than the price, so that guests can feel that the rooms we are selling are very valuable.

B, you can selectively quote to the guests, and introduce the corresponding room characteristics to the guests one by one.

C. In case of indecisive guests, you can show them around the guest room to give them an intuitive feeling and dispel their doubts.

Sales skill four

Highlight the characteristics and advantages of the hotel.

Such as: comfortable sleeping environment, convenient transportation, convenient shopping, independent office area, free domestic long distance, free broadband and so on.

Accurately grasp the characteristics of guests: cultivate keen observation ability, grasp the types and characteristics of guests in time, and sell rooms differently from person to person.

Hotel sales skills

1, when introducing drinks

According to the types of rooms and guests, you can recommend high-priced drinks first, and then low-priced drinks. Men recommend wine, red wine or beer, while women recommend drinks and ice cream.

2. When the guests sit down and serve the side dishes.

You can use "alternative" sales promotion methods.

Such as "sir/madam or boss; Good evening. What would you like to drink? Drink wine or red wine? " Suppose a guest chooses foreign wine and asks, "Do you like brandy or whisky?" The waiter should report the liquor brand in the store, not let the guests imagine it out of thin air. At this time, pay attention to/

A, observe the guest's reaction, if the guest's reaction is clear, ask the number of drinks, if the guest is hesitant, take the initiative to guide the guest and help the guest make up his mind;

B, don't ignore the female guests, and introduce them enthusiastically and actively;

Repeat the drinks ordered by the guests to avoid mistakes. Sir/madam, you ordered brandy and yogurt, didn't you? Just a moment, please. I'm glad to bring brandy and yogurt. "

D. After the drinks are confirmed, we should further promote sales and introduce some special snacks. The tone is polite: "XX tastes good and is a new feature here. Do you want to try? " "Sir/Miss, would you like some snacks to try?"

This is also a good opportunity for the guests to sell themselves during the meal.

At this time, we should pay more attention to timely and moderate promotion, otherwise it will be self-defeating. Based on years of experience in sales promotion, I have summarized the following points:

A, at any time to do a good job of countertop hygiene, take away empty bottles and cups in time, and don't wait until the drinks are finished. When there is not much wine left, you can ask the guest again: "Sir/Miss, do you need another bottle of XX wine or several bottles of beer?"

B, pay attention to whether the female customer has finished drinking. If it is almost finished, a second promotion will be implemented.

C. Special recommendations should be made for special guests, such as coconut milk, fresh milk and ice cream for female friends. ; Guests who are drunk or drunk can recommend ginseng tea, lemon honey and hot milk; If you have a cold, you can recommend cola ginger soup.

4. Pay attention to the coordination of body language when selling.

When talking with guests, look at each other to show respect; Tilt your upper body slightly, and speak as close to the guests as possible, not too far away. When the guests speak, they nod their heads at any time to show that they can hear clearly. If you don't hear clearly, say, "I'm sorry, please say it again."

5. Sales promotion also needs "basic skills". Paying more attention to customers and accumulating experience will greatly improve the promotion effect.

A, memorize the guest's name and his hobbies, so as to facilitate sales promotion and increase confidence when you come back later.

B be familiar with drinks and drinks, and know the quality and taste of the foods and drinks being promoted.

C, memorize the price of drinks, when the manager can't decide what he wants, give suggestions to the guests, introduce high-priced, medium-priced and low-priced drinks, and let the guests choose.

D, constantly pour wine for the guests.

E. When collecting empty cups and plates, politely ask the guests what else they need to add.

F, according to different types of guests to carry out various forms of promotional activities, roughly divided into: family type, friend chat type, birthday celebration type, business entertainment type, guest type, company meeting type, couple dating type.

G, according to the drinks used by the guests to promote the matching snacks.

H, understand the drinking habits of different ethnic groups, and promote them according to the dietary characteristics of guests from different places and ethnic groups.

Hotel talk sales skills

1, praise behavior rather than personal.

For example, if the other person is a chef, never say: You are a great chef. He knows that there are more excellent chefs than him. But if you tell him that you will eat in his restaurant half the week, it is a very clever compliment.

Step 2 express praise through a third party

If the other person hears your praise indirectly through others, it will be more surprising than if you tell me directly. On the contrary, if you criticize each other, never tell them through a third party to avoid adding fuel to the fire.

3, polite words should also be said properly.

Kind words show your respect and gratitude, so enough is enough. Someone did a little thing for you, you just have to say thank you. I'm sorry to trouble you about this. As for the lack of knowledge, please advise. Such impersonal pleasantries can be omitted.

4. Just say thank you in the face of others' compliments.

When most people are praised, most of them will answer ok! Or smile. But accept it frankly and say thank you directly. Sometimes the other person praises our clothes or something, if you say: this is just a bargain! Instead, it will embarrass the other party.

5. Appreciate the generosity of competitors.

When your opponent or annoying person is praised, don't say it in a hurry, but …, even if you disagree with him, on the surface, say yes, he works hard. Show your generosity.

6. Criticism also depends on the relationship.

Advice may not be unpleasant, even if you mean well, the other party may not appreciate it, and even misunderstand your kindness. Don't criticize unless you have a certain friendship or trust with the other party.

7. Criticism can also be pleasant.

It is more acceptable to say, "I have some ideas about your … maybe you can listen to them."

8. Time is of the essence.

It's never on Monday morning, and almost most people will have melancholy symptoms on Monday. In addition, don't leave work on Friday, so as not to ruin the mood of the other party's weekend vacation.

9. Pay attention to the occasion

Don't criticize your friends or colleagues in front of outsiders, just say these words behind closed doors.

10, and put forward suggestions at the same time.

In addition to making criticism, you should also provide positive suggestions for improvement in order to make your criticism more convincing.

1 1, avoid the answers you shouldn't say.

For example, no, it should be ... this kind of words means that you are deliberately finding fault. In addition, we often say: It's inappropriate to hear that … it feels like you heard the news through hearsay.

12, don't answer, it's true.

This is a very bad statement. When the other party hears this response, it is inevitable that they will think: Are you asking while you know it? So just say: Yes!

13, get rid of the mantra of nothing

Everyone has a well-established mantra, but it can easily make people feel disgusted. For example, do you know what I mean? Are you clear? Basically ... to be honest ...

14 to remove unnecessary noise.

Some people are used to adding auxiliary words like "ah" at the end of every sentence, such as "that is to say". Of course, on more formal occasions, it will not be serious enough.

15. Don't ask each other what your company does.

You met a man at an event who introduced himself as working in a company. Never ask: What does your company do? This activity may be held by their company, so it will be embarrassing if you don't know. Don't say: I heard you did a good job! Because the other side may have lost 30% of the performance this season. You should say: What position do you hold in the company? If you don't know the other person's occupation, don't ask because he may not have a job.

16, don't ask strangers why.

If you don't know each other well, ask them why. Sometimes it means asking questions and prying into other people's privacy. For example, why did you do that? Why did you make this decision? These problems should be avoided.

17, don't think that everyone knows you.

Never say, "Do you remember me?" When you meet someone you've met but don't know. In case the other person can't remember, it will be embarrassing. The best way is to introduce yourself first: "Hello, I'm XXX, nice to see you again."

18, it is not rude to refuse.

When eating, if the host recommends you to eat something you don't want to eat, you can say, "Sorry, I can't eat this dish, I'll eat some more …" Let the other person feel that you really like it and thank them for the food. If you are full, you can say, "These dishes are delicious. If you are not full, you really want to eat more. "

19, don't show yourself better than the other party.

When talking in social situations, if someone says that he just went to new york 1 week, don't say that you went to 1 month last time, which will spoil the other person's fun. It's better to follow each other's words and share your feelings and love for new york.

20. Don't correct others' mistakes.

Don't correct others' pronunciation, grammar or facts too much, which will not only embarrass them, but also show that you love acting.

2 1, don't pretend to understand if you don't understand.

If you don't understand the topic of conversation, just say frankly, "I don't know this question." Others will not continue to embarrass you. It's easier to say the wrong thing if you don't pretend to understand.

22. Master the principle of 1 sec.

After listening to other people's conversation, pause 1 second before answering, which means that you have been listening carefully just now. If you answer right away, it will make people feel as if you have been waiting to interrupt each other at any time.

23. Did you hear it?

When you are listening to others, you only hear what they know and are willing to tell you. Besides listening, we should also observe. How is his behavior? What do you do? How to allocate time and money?

24. Choose a reasonable time

When you have something to discuss with your colleagues or supervisors, you should choose the right time according to the importance of your problems. If it is private, don't disturb him when he is immersed in thinking. If you don't know when the other person is free, you might as well write to him first.

Smile and refuse to answer personal questions

If someone asks you a personal question that you don't want to answer or a question that makes you uncomfortable, you can smile and say, "I can't answer this question." It will not embarrass the other party, but also keep your bottom line.

26, beating around the bush refused

In many social occasions, drinking is always inevitable. Don't just say, "I don't drink." To spoil everyone's fun. It's better to say humorously, "I'm good at pouring wine for everyone."

27. Say your name first.

Forgetting each other's names is considered a formal occasion. If you introduce your name to the other party or take out your business card, the other party will report your name and business card conveniently, thus avoiding the dilemma of not calling the other party's name.

28, improper gossip megaphone

When a group of people talk about someone's gossip or rumor, don't just echo it, because if you say it, it will definitely reach the ears of the parties. The best way is to say "I'm not sure what you're talking about" without taking a stand.

On the 29th, Fujian Order was issued.

If you think it's almost time to end the conversation or send a guest off, but the other person doesn't seem to get up and leave at all, you can say, "Sorry, I have to make a phone call, it may take a little time …" or "Thank you very much for coming today …". You can also look at your watch at will to let the other person know it's time to go.

30. Make the other person feel important.

If you ask for help from your predecessors, you can say, "Because I trust you very much, I want to discuss it with you …" to make the other person feel respected.

3 1, directly describing the status quo

When you disagree with your subordinates, don't criticize them directly, but explain where the differences are.

32. Ask for answers

If the subordinate doesn't behave well, you should ask him how to solve it, and don't take a threatening attitude.

33. offer help

If you can't solve your subordinates' problems for a while, don't say "don't bother me in advance", but tell him "I know someone who can help."

34. Speak in an equal tone.

The supervisor should never say, "I have more than ten years' experience, so just listen to me." A better way to put it is: "I have used this method and it is very effective. Would you like to have a try? "

35. Be flexible in accepting the opinions of subordinates.

Even if you have a fixed opinion, don't say to your subordinates, "These suggestions have been considered, there is no need to say more. You should still give your subordinate a chance and say to him, "I have a case about this problem, but I still want to hear your opinion." "

Carnegie once said that a person's success depends about 15% on knowledge and skills, and 85% on communication-the ability to express one's own views and the ability to inspire others' enthusiasm. Indeed, people who are good at communication are often respected, loved and supported. Hotel sales, learning to speak is very important! Collection!

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