Shangri-La Academy

Front Office Upsell Training

Course Objectives / Description

Room revenue generation is a responsibility of all colleagues regardless our core functions. The opportunity to create incremental room revenue in Front Office is achieved through a well-planned, practical, and well-executed upsell programme.

Synergizing the individual efforts of your front-liners to upsell, this course serves to develop Upsell Champions and alternates who will drive your property’s FO upsell targets and initiatives, with the end in view of positively impacting the results according to hotel targets.  The programme design tackles a wide variety of topics including administration, training, motivation, and the use of data for goal setting.

Course Content

  • Motivation and Performance Management
  • Engaging The Team
  • Key Principles in Training
  • Effective Training Plans
  • Review of SLIM Customized Upsell Training Programme
  • Executing Process to Maximize Revenue
  • Key Variables: Influencing Key Metrics
  • % of Total Daily Upsells
  • Overview of and Preparation for the Upsell Process
  • Role of the Upsell Champion
  • SLIM Upsell Reports and Entry Standards
  • Goals and Target Setting

Main Instructor(s)

Academy Faculty
SLIM-Rooms officers
Industry expert

Duration of the Course

5 days institutional learning in a hosting hotel

Maximum Class Size

24

Minimum Class Size

16

Target Participants

  • Level 3 in Front Office
  • Minimum 1 year relevant working experience in sending hotel
  • Intermediate English communication skill
  • Keen learner and good performer
  • Very familiar with own hotel’s Front Office Upsell Programme
  • Involved in managing the Upsell Programme goals and targets
  • Ability to conduct classroom training

    Language Medium

    English

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