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UPGRADING
Upgrading means giving a better room at the original rate - is one
technique for resolving complaints.
Upgrades might be given to frequent guest program members, to VIPs , to
business persons from companies with negotiated corporate rates, and
even to guest as a reward for patiently queuing (i.e. being in
wait-list).
Upgrades are also done if there are no rooms available at the rate
reserved. In such cases a well-trained and motivated front desk clerk
tries to up-sell the guest. More frequently, the guest is given the
better room at the lower rate, but the upgrade is explained. If the
differential is significant, the guest is moved the following day when
the lower rate opens. (This is an e.g. of up selling)
Q. Is upgrading a part of UPSELLING? If yes, explain how:
Ans. Yes, Upgrading is a part of up selling. Upgrading can be
done in two ways:
1. Suppose a guest has reserved for a STANDARD room and the
reservation agent confirms that yes, the std. room is available for you
and we confirm the booking. But, due to any reason (say if the
air-conditioning of the room fails just before guest’s arrival) if the
desired room is not available at the time of guest arrival then, the
F.O.A. with the consent of the F.O. Manager upgrades the guest room and
provides him/her with superior (DELUXE) rooms at the same rate.
Here, we have not done up selling but we have not lost our customer and
in long run this act will benefit us with the guest being our repeat
customer and would bring more customers through word of mouth
advertisement.
2. If a guest has reserved a STANDARD room over telephone but
when he arrives and checks-in, during that time if F.O. Agent is able to
persuade/convince him/her for higher category of room (say deluxe room)
with a rate better than the std room rate and lower than deluxe room
rate (i.e. rate in between the two categories of rooms), thus resulting
in UPSELLING through up gradation of room.
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