UP-SELL
1.We need understand UP-SELL target and guest demand or type.（首先我们需要了解UP-SELL的目标和客人的需求以及客人的类型。） 2.How to establish good relation with guests , Improve guest satisfaction index.（怎样建立良好的宾客关系来提高客人满意度。）
3.Why will you recommend? What will you recommend? How to recommend?（了解为什么推销？什么是推销？怎样去推销？） 4.What is good chance?（什么是推销的最佳时机？）
Ways（方法）
1.In view of the different customers sell different specifications of merchandise.(针对不同的客户群推销不同规格的商品。) For example：
*busine,we can sell them comfortable and convenient rooms(商务人士，我们可以推销舒适的方便的房间).*tourists,we can sell them landscape and economic rooms(旅游人士,我们可以推销景色好又经济的房间) 2.Choose the best selling chance(选择最好的销售时机) For example：
*Right time When guest friendline(客人友善的时候) When guest are happy to communicate with you(客人乐意与您沟通的时候) *Wrong time
When guest hostility(客人不友善的时候)
Guest unhappy(客人心情不好时)
Disturb guest（客人正在交流或者打电话的时候） 3.Use opportunely service term（巧用服务用语） For example：
*Avoid using the following sentences(避免用下列句型) How about…? Would you like…? What would you like…? *Should use the following sentences(应该使用下列句型) May I recommend…for you?I think you will like it. This room is very popular. Trust me,…is very suitable for you,do you like to try? 5.Let a guest know product advantages(让客人知道产品的核心价值) For example：
*For family to travel，we can say:”Our suite in supporting
facilities sleeping baby bed with small children,so you lived won’t feel crowded,do you think so?”(如果是家庭老小来住宿，我们可以说：“我们的套房配套设施中有专门为小孩准备的婴儿床，这样您住着就不会觉得很拥挤并且很舒服，您认为是吗？) *For foreign guest,we can say:”you just plus 88 dollars,you can enjoy our hotel’s super luxury suite a night, you like to try?”(如果是外宾，我们可以对他说：“您仅仅只要加上88美元，就可以享受我们酒店的超级豪华套房一晚上，难道您不想试试吗？”)
PCR enrollment 1.We need know PCR cultural background and how to Introduce（我们需要了解优悦会的背景文化及怎样介绍给客人） 2.The guest are presented to join PCR to benefits(向客人展示加入优悦会的好处)
Situational dialogues Oneday a American guest(Davy) with his family came to the front desk,Kelvin to the reception for him.(一天一位美国客人大卫来到前台，凯文对他进行了接待)
Kelvin：good evening!welcome to CROWNE PLAZA Beijing international airport hotel! How may I help you? Davy:good evening!I have a reservation in your hotel!my name is davy smithy,this is my wife carol and my baby tomy.Kelvin:good evening Mrs.smithy,Oh!Tomy is so pretty! Carol:thank you very much! Kelvin: waiting a moment.please!let me check my computer, … Yes.sir! you booked a standard room for two nights,and the price is 880 RMB per-night,Is this all right? Davy：yes.right! Kelvin:Ok!the room has given you ready.but here I have a more suitable for your room.I think you will like it!may I introduce to you? Davy:Relly?fine! Kelvin:It’s a suite room,room space than standard room capacious,It has a living room and a bedroom,and there also has a baby bed,So you stayed up won’t feel very crowded,you just as long as plus 98 dollars you can own the room,do you think it is perfect? Davy:maybe? Kelvin:however,If you live suite room,we can delay your check-out time to 2 PM.
Davy:Oh!this is perfect!just our flight is at 3 PM.Kelvin:OK!let me help you arrang it? Davy:OK!fine! Kelvin:… the room has been help you arranged!so may you show me yours paport or priority card.please? Davy:here you are!but I have no priority card?What is this card? Kelvin:Tks.the priority card is…(introduce the club)every time you C/I all can give you integral or airlines mileage,when you reach a certain degree of integration,you can any hotel in the global exchange free accommodation or air ticket.and you can also enjoy different member level treatment.and to join our big family,you only need to fill out a form will do.I feel like you are very suitable for who used to go,do you think so? Davy:yes.this very perfect!give me a form.Kelvin:here you are.and how would you like to payment? Davy:credit-card.here you are! Kelvin:thinks your paport or credit-card and this is your regisration card,it has your occupancy information,and I need your confirmation and signature.Davy:Ok!no problem!here you are! Kelvin:thank you for your signature and this is your room key-card,the room number is 1002,the bellboy will show your
room! Davy:thank you very much.Kelvin:that’s OK!do you need a wake-up time for tomorrow morning.Davy:No.TKS! Kelvin:It’s my pleasure and enjoy your stay! Davy:Ok!bye-bye! Kelvin:bye!
凯文：晚上好！欢迎光临北京临空皇冠假日酒店！我可以帮您做点什么吗？
大卫：晚上好！我预订了一间房在你们酒店，我叫大卫·史密斯，这是我的妻子卡罗和我的孩子汤米。
凯文：晚上好！史密斯夫人！汤米长的真好看！ 卡罗：谢谢你的夸奖！
凯文：稍等片刻！我查一下您的预订！…是的,史密斯先生！您订了一个标准间住两个晚上，房价是每晚880人名币，是吗？ 大卫：是的，没错！
凯文：好的，房间已经给您准备好了！但是我这里有一个更加适合您的房子，我觉得您肯定会喜欢的，我可以给您介绍一下吗？ 大卫：真的吗？好吧！你说！
凯文：这是一个套房，房间的居住空间要比标间宽敞很多，它是由一个卧室和一个客厅组成，而且房间里面还多了一个婴儿床，所以您居住起来会感觉到非常的舒适，您仅仅只要每晚在加上600人名币就可以拥有这间房子了，难道您不觉得这样很完美吗？ 大卫：或许吧？
凯文：然后您如果住套房的话，我们还可以把您的退房时间给延迟到下午2点！
大卫：是吗？这样太好了！刚好我们的飞机是下午3点！ 凯文：那太好了！那我就给您定上了吧？ 大卫：好的！
凯文：房间已经给您安排好了！您和您妻子的护照和优悦会会员卡我可以借用一下吗？
大卫：护照给你！但是我没有会员卡！这是个什么样的卡啊？ 凯文：谢谢,优悦会会员卡是…（介绍优悦会给客人），您每次入住洲际集团旗下酒店的时候我们都可以给您累积积分或是积航空里程，而且当您的积分达到一定程度时，您可以在全球任何一家洲际集团旗下酒店换取免费住宿或者在特约航空公司兑换机票，然后您每次入住时还可以享受不同会员等级的待遇！然而加入我们的会员，您仅仅只需要填写一张表格就可以了，我觉得非常适合像您这样经常外出住酒店的人，您觉得是吗？ 大卫：是的！非常好！给我一张表填写吧！
凯文：好的！给您！那么请问您的付款方式是什么呢？
大卫：信用卡！给！
凯文：谢谢您的信用卡和您的护照,这是您的入住登记表，上面有您的入住信息，请您签字确认一下。 大卫：好的！没什么问题！给你！
凯文：谢谢您的签名，这是您房间的房卡，房号是1002房，我们的行李生会带您到您的房间， 大卫：非常感谢你！
凯文：没关系！您需要一个叫醒服务吗？ 大卫：不用了！谢谢！
凯文：这是我们应该做的！祝您入住愉快！ 大卫：好的！再见！ 凯文：再见！
洲际酒店集团InterContinental Hotels Group文化价值体系
