In hotel operations, the hotel front desk is crucial to the reception of customers, which affects the final turnover rate and the first impression that customers bring to customers when they face the hotel.
The front desk quotation to guests is a sales method for the hotel to expand the sales of its own products, using verbal description techniques to arouse guests' desire to stay, so as to expand the sales crowd. It contains sales skills, language arts, professional ethics and other content, in the actual sales work, very particular about the pertinence of quotation, only in a timely manner to take different quotation methods, in order to achieve the best effect of sales.
The following Xiaobian shares with you several common quotation methods in hotels, hoping to help all hotel people.
01
Quotation method
1. High and low trend quotation
This is designed for the identity, status of the guests, this quotation method first to the guests to report the highest room rate of the hotel, so that guests understand the high standard of the hotel and its matching environment and facilities, in the guests are not interested in this and then turn to sell lower-priced rooms, the hotel front desk to be good at using language skills to move guests, high prices accompanied by high-level enjoyment, induce guests to make purchase decisions, of course, the price quoted should be relatively reasonable, should not be too high.
2. Low and high trend quotation
This kind of quotation can attract those who have made a comparison of room prices, bringing a broad source market for the hotel, and this quotation method is conducive to the hotel's competitive advantage.
3. Arrangement quotation method
This quotation method is to provide all the current prices of the hotel to guests in a certain order of arrangement, that is, first quote the lowest price, then quote the highest price, and finally quote the middle price, so that guests have the opportunity to choose a moderate price, so that the hotel not only adheres to the clear price, but also maintains business ethics, which is convenient for guests to choose freely in the entire room rate system, and increases the opportunity for the hotel to rent high-priced rooms and get more income.
4. Selective quotation
The use of such quotation method requires the main desk operator to be good at identifying the payment ability of the arriving guests, and can objectively choose to provide the appropriate room rate range according to the interests and needs of the guests, and the general quotation cannot exceed two or more to reflect the accuracy of the estimated quotation and avoid hesitation when choosing the quotation.
5. Interest lure quotation
This is a method of giving a certain additional benefit to guests who have already booked a general room, so that they abandon the original reservation and switch to a room with a higher price.
6. Weaken the price importance quotation
Such quotations are placed in the service items provided to reduce the weight of the intuitive price and increase the possibility of purchase by guests, such quotations are generally descriptively quoted by the front desk reception staff in spoken language, emphasizing that the service items provided are suitable for the interests of the guests, but not too much, to be appropriate.
7. Flexible quotation
Flexible quotation is a method of flexibly quoting the price to the guest according to the current price of the hotel and the specified price fluctuation range. This quotation is generally decided by the manager and manager of the hotel, according to the specific actual situation of the hotel, appropriate floating in a certain price range, flexible quotation, adjusting the needs of guests, so that the room occupancy rate and economic benefits reach the ideal level.
02
Front office sales skills
1) Sales preparation
• The instrumentation should be correct, and the elegant demeanor and posture should be expressed.
• The front desk work environment should be organized so that the service desk area is clean and tidy and not messy.
• Familiarize yourself with the various room types of the hotel and the quality of their services in order to introduce them to potential guests.
• Know the opening hours and locations of all the hotel's restaurants, bars, entertainment venues and other business premises and public areas
2) Service attitude
• Be good at making eye contact with guests and show enthusiasm and sincerity.
• Be smiling at all times: Say to your guests, "Welcome, it's nice to see you."
• Greet each guest in polite language.
• Behave appropriately.
• Answer questions that are simple, clear, appropriate, and don't exaggerate about accommodation conditions.
• Don't belittle your guests, be patient and answer questions from them.
3) Sales work
• Be good at using descriptive language and use accurate adjectives to describe the advantages of several rooms on offer, explaining that they can benefit guests to choose from, but don't make unpleasant comparisons between several rooms.
• Do not directly ask the guest what kind of room is requested, but in the process of describing the room situation, you should test which room the guest wants.
• Be observant and try to understand the requirements and wishes of your guests, and purposefully sell rooms that suit your needs.
• Do not give up on marketing rooms to potential guests. If necessary, they can be accompanied by someone to visit several different room types, improving the relationship with the guests, which will help to promote sales to hesitant guests.
4) The law of taking people by courtesy
If the same reception method is adopted for all staying guests, it is bound to lose its pertinence. Excellent front office staff, should be discerning, from the moment the guests step into the store door, in the simple welcome process, need to quickly grade their files, and according to their possible acceptance of the consumption level to open a breakthrough, vary from person to person, the use of different sales strategies, price levels, as far as possible to achieve the effect of attracting more guests.
However, this grading is by no means a disgrace to make guests feel cold, and then whisk their sleeves away, resulting in economic losses. Only by treating the guests equally, with etiquette, courtesy, enthusiasm and thoughtful service to win praise, in exchange for credibility, promote success.
5) Drawing snake sowing foot method
The so-called snake-painting method is a technique of using the quotation method, that is, first quoting the basic price, and then quoting the service price, so that the possibility of guests hearing the price change can be weakened, and the degree of wavering is reduced to a minimum. Generally speaking, the service fee charged to guests by star-rated hotels and restaurants in the form of percentage commissions does make some guests look forward to the price. Therefore, when using the snake painting method, on the one hand, it is ensured that guests have a good idea of the house price, so as not to worry about it after opening the house; On the other hand, we should adhere to the premise of flexible quotation and flexibly intersperse traditional punch quotation.
6) Follow the good inducement method
Selling guest rooms is the same as selling goods in many ways, and it is necessary to vividly depict and patiently explain in order to achieve the purpose of closing the deal. At this point, following the good seduction method will show the unique charm of the person.
7) Ming-style quotation, fishtail quotation and other methods
In the flat or low season, the hotel often uses discounts in order to achieve small profits and high sales, and the snake painting method at this time has another wonderful use. While quoting the price, we try to describe the benefits of Fishtail, such as "On the basis of this room rate, we can give you a discount." This discount only works in this quarter", and other sales words, will undoubtedly move guests.
First of all, Shunten touched the melon, through three-word conversation, insight into the consumption trend of guests, as a starting point to expand, to provide guests with a variety of choices, and for different characteristics one by one detailed, to promote the strengths and avoid the shortcomings.
Second, as far as possible to promote additional services, that is, to show various types of services in front of guests. The purpose of this move is not to attract their consumption, but purely to cultivate a sense of everything, so that guests feel that they can stay at the store and do what they want.
In addition, it is not easy to miss a possible guest, especially if you need to work hard to induce, if conditions permit, you can directly lead a group with many guests to visit the room and internal facilities, in order to win over those guests who have a high level of consumption but do not want to make a hasty decision.
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