shangri-La Hotel Up Selling Skills In Food & Beverage

shangri-La Hotel Up Selling Skills In Food & Beverage shangri-La Hotel Up Selling Skills In Food & Beverage Shangri-La Hotel F&B Division Shangri-La Hotel – F&B Division Upselling Incentive The incentive program has been set up to encourage staff to upsell to increase the Beverage Check and to motivate extra covers3>. The incentive will be paid only if the targeted Beverage Check has been reached. Incentive will be paid to the outlet only if the monthly total beverage (forecasted) revenue has been achieved. Total incentive will be provided to the staff of relevant outlet. Outlet Manager must provide an attribution list by name pro rata beverage revenue performance of each permanent staff of the outlet. The list must be approved by EAM - Food & Beverage Beverage Incentive will be charged under ‘Incentive Expenses of respective outlet and reflected in P&L.’ Shangri-La Hotel – F&B Division Upselling Incentive The Beverage Check will be confirmed by EAM - F&B and used as base of the incentive scale. Once Beverage Check given the incentive form will be issued by F&B office. Beverage Incentive scale – (I), (II) & (III) increase vs Beverage Check. Incentive (I) : Increase vs Approved (Forecast Beverage Check, each individual outlet which reaches the target will get an incentive of 3% on incremental beverage revenue of the month. Incentive (II) : Increase vs Approved (Forecast Beverage Check, each individual outlet which reaches the target will get an incentive of 5% on incremental beverage revenue of the month. Incentive (III) : Increase vs Approved (Forecast Beverage Check, each individal outlet which reaches the target will get an incentive of 8% on incremental beverage revenue of the month. Coffee Garden Upselling Increntive Program - Beverage Room Service Upselling Increntive Program - Beverage Shang Palace Upselling Increntive Program - Beverage Nadaman Upselling Increntive Program - Beverage Lobby Court Upselling Increntive Program - Beverage Rose Veranda Upselling Increntive Program - Beverage Blu Restaurant Upselling Increntive Program - Beverage Blu Bar Upselling Increntive Program - Beverage GOALS Each F&B employee is a salesperson Encourage staff to upsell at the guest’s table targeted items Recommend and Upsell to each guest an extra item according to guest’s order Guest must not leave the outlet without being asked for a second order (Drinks) To increase the average food & beverage checks What to TARGET Category Goals Food : A La Carte Menu, Western Section-CG Beverage: Wine, Cocktail, Spirits Family Groups Food : Appetizer, Main Course, Dessert Beverage: French Red Wine, Australian White Wine, Classic Alcohol Cocktail, Spirits-Cognac Premium Target Items Food : Club Sandwich, Australian Lamb Rack, American Strawberry Cheese Cake Beverage: Burgundy-Gevrey-Chambertin, Sauvignon Blanc Cloud Bay, “Cheongsam”, Hennessy XO Shangri-La Hotel F&B Division Shangri-La Hotel Upselling Skills What is upselling? Increasing Food & Beverage Sale What is the difference between a Salesperson and an Order taker? A salesperson makes suggestions Why is it good to be a salesperson? Sell more It’s better service More job satisfaction ncrease our skill We look more professional Customers respect us more Better working environment Shangri-La Hotel F&B Division Shangri-La Hotel Upselling Program How To Sell Better? Selling High Impact Items (brief knowledge) Selling By Suggestion Handling Objections Buying Signals Suggesting Alternatives Describing Menu Items Confirming the Order Overcoming Hesitation Checking Satisfaction Shangri-La Hotel F&B Division Shangri-La Hotel Upselling Program HIGH IMPACT ITEMS The items fall into 3 main categories High price Extras Low Cost Shangri-La Hotel Upselling Program HIGH PRICE The obvious way to increase revenues is by selling the highest price items in each menu category WHAT ARE THE POSSIBLE DANGERS IN DOING THIS? Guest may be sensitive that we are trying to get him to spend all his money Guest may feel that the only reason we recommending the item is because it is expensive We may have to explain why that item is more expensive thant the others Feel free ti recommend high priced items if guest don’t Appear price senitive and you believe that the item represents value of money Shangri-La Hotel Upselling Program Selling Extra Items Guest often order without thinking too hard about what they want. They may forget to order some items which might make their meal more complete or more enjoyable SUPPOSE WE ARRIVE AT THE TABLE AND THE GUEST TELLS US RIGHT AWAY THAT HE WANTS A STEAK. WHAT ADDITIONAL / EXTRA ITEMS COULD WE RECOMMEND? A side salad A glass of mineral water Red wine Shrimp cocktail Smoked salmon A dessert (later) etc These extras are items that can be served in addition to the main items. At the same Time any items that we sell will be extra revenue for the hotel Shangri-La Hotel Upselling Program LOW COST ITEMS Why should we sell low cost items? There may be little or no different to the guest but a big different in profit to us WHAT AFFECTS THE COST OF A MENU ITEM? Actual cost (ie our purchase price) Preparation time Skill required to present / prepare item How long the items can be stored Other wastage Shangri-La Hotel Upselling Program ACTIVITY – 20 minutes Shangri-La Hotel Upselling Program TOP TEN ITEMS Our Top Ten Items are all high impact (breakdown into outlet) SUMMARY Why should we sell high impact items? When should we sell high impact items? What are the three categories of high impact items? Give two examples of each category. What are the TOP TEN items in our outlet? Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program SUGGESTIONS SELLING Very few guest decide what they want to eat or drink before entering the outlet. In fact many people have difficulty deciding what to order. When you make food or drink suggestions in a professional way, guests appreciate it and they will probably buy your suggestions if you speak with confidence Shangri-La Hotel Upselling Program ADVANTAGES OF SUGGESTING Why is it better to make suggestions, instead of waiting for the guest to make up their mind? Saves time More professional image Builds rapport / leads the sales of the orders Increase sales (influence guest to buy extra items; desserts, drinks, etc) Reduce costs (influence guest to buy low cost / high profit items) Shangri-La Hotel Upselling Program How to suggest? Which one is better? Would you like to try today’s special cocktail – Lemon Honey Cooler? Would you like a drink? Shangri-La Hotel Upselling Program Why is it better to mention a specific item? Creates an image in the guest’s mind which will encourage him / her to buy; general suggestions don’t do any “advertising” If the clients says “No” to your first suggestion you can easily suggest another; but if he / she says “no dessert” the door is closed Shangri-La Hotel Upselling Program SUGGESTIONS SELLING Suggest one item at a time? We can suggest up to three items “May I suggest cheesecake for dessert or perhaps some fresh strawberries? Or would you prefer some apple pie? Why not suggest more than three items? More than three means we are not being specific Shangri-La Hotel Upselling Program Rule of Selling is : BE SPECIFIC Does this mean that we can only suggest one item at a time? No, maximum of three items Why not suggest more than three items? More than three items means we are not being specific Shangri-La Hotel Upselling Program EXPRESSIONS THAT SELL What expressions can we use to make specific Suggestions? EFFECTIVE: “Would you like„” “May I suggest„” “I can recommend„” “The„ is very good today.” “Perhaps you would like„” “How about„.” “You might like„” Shangri-La Hotel Upselling Program Not good: “You must / should try..” (Dangerous: can sound pushy) “Could I possibly suggest..” (Tentative, not confident) “May I offer you„” (Sounds like it’s free) “Would you care for„” (Sound formal) Please try„” (Begging) “ Shangri-La Hotel Upselling Program Specific Suggestions How we speak When selling, we need to use the right tone. The way we say things can be more important than what we say. Feelings In order to sell we must speak with a lively, enthusiastic, positive tone. We must speak with feeling. Shangri-La Hotel Upselling Program Specific Suggestions – TIMING When is the best time to make a suggestion? Examples Appetisers Before suggestion the main course. Most guest will buy a main course anyway, but they might not order an appetiser if they have already chosen a heavy main course. Desserts Ideally, clear the table first, then return to sell dessert Main Course In most outlets, suggest when presenting the menu. In fine dinning outlet, suggest main courses after serving the aperitif but before guest read the menu Shangri-La Hotel Upselling Program IF GUEST SAYS “NO” What do you do if a guest says “NO” to your Suggestion? Recommend something else. But if the guest is unfriendly, just let him decide for himself. Don’t worry if a guest says “No” to your suggestion Even guests who do say “No” will appreciate your effects to be helpful and professional Shangri-La Hotel Upselling Program If the guest has already decided? Some guest have already decided what they want: when we suggest something they say “No, I’d rather have..” What do you do in this case? Reinforce the guest choice. For example: “That’s also very good” “Good choice sir / madam. The roast beef is excellent” -La Hotel Shangri Upselling Program Summary Incentive Upselling Skills Upselling Techniques Selling By Suggestion Shangri-La Hotel Upselling Program Summary What is the difference between a salesperson and an order-taker? Why is it best to be a salesperson, not an order-taker. What kind of body language helps us to sell? Which is more important: WHAT we say or HOW we speak? WHY? Do guests always know what they want? What is the best kind of suggestion to make? Give some examples of specific suggestion? When is the best time to suggestion an appetiser? When is the best time to suggest dessert? What do we do if the guest says “No” to our suggestion? Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program Handling Objections If Guest Says “No” You probably heard the saying “You can’t win them all” Whatever we try to sell, no matter how good, no matter how good, no matter what the price, some customers will just say “No” Shangri-La Hotel Upselling Program Handling Objections An objections is a kind of challenge Customer is not necessarily saying “No” – he may be saying “Persuade me” Shangri-La Hotel Upselling Program Handling Objections An objections is a kind of challenge Customer is not necessarily saying “No” – he may be saying “Persuade me” -La Hotel Shangri Upselling Program Handling Objections An objectiion is a kind of challenge. 3 common types of objection: “Why are you pushing the „?” “Only the (sales target item) is good?” “Have you tried it yourself?” Shangri-La Hotel Upselling Program What other sort of objections did you encounter? How do you feel when you get an objection? Most of us feel uncomfortable when we come up against objections because we are not prepared for them. Shangri-La Hotel Upselling Program Handling Objection – General Guidelines Don’t be scared or bothered by objections. The main thing is to reply with confidence. If a customer challenges your suggestion, be ready to answer back with confidence. If you are selling something, be prepared to say why you suggested it. Often a customer will buy our suggestion even after givining an objection -La Hotel Shangri Upselling Program Shangri-La Hotel Upselling Program Summary – Handling Objection What do we do when a guest says “No” in a friendly way? What do we do when a guest rejects our suggestion in an unfriendly way? What is an objection? The most important thing to remember when handling an objection is„? What would you do if someoen asks: “Is it only the cheesecake good here?” “Have you tried it yourself” “Why are you pushing the cheesecake?’ Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program What to do when guest reject our suggestions When Guest Say “No” Three ways in which guest say “No” The Unfriendly “No” The Category “No” “No” The Item Shangri-La Hotel Upselling Program UNFRIENDLY / DEFINITE “NO” This is a very clear signal – body language, words and tone all indicating a strongly negative reaction. HOW SHOULD WE HANDLE THIS TYPE OF GUEST? Let this guest decide for himself – don’t make any further suggestions unless he asks for some Give him space, move away until he is ready; avoid doing anything that might cause offense. Possibly advise other staff Shangri-La Hotel Upselling Program CATEGORY “NO” A category “No” indicates disinterest in a whole Category of items Examples “No thanks – no dessert” “Nothing to drink thanks, just water” “No, I don’t want a cocktail” “Nothing to start” How should we handle a category “No” If the guest if friendly try one more suggestion but do a different type. Examples No dessert = fruit / light No appetizer = light / salad No alcohol = soft drink / fruit juice Shangri-La Hotel Upselling Program ITEM “NO” Item “no” indicates disinterest in the specific item You suggested. This is the type of “no” we encounter most often. Examples You suggest a Lemon Honey Cooler and the guest responds “Mmm, no I don’t think so” “Chocolate Mousse? No – too rich for me” How should we handle item No? Item “No” is very easy to deal with – just recommedn an alternative and keep on suggesting. If he / she is friendly and interested, you can suggest up to 3 alternatives Shangri-La Hotel Upselling Program SPECIFIC “NO” What words and expression can we use when offering alternatives? What about„?” “ “Have you tried„.?” “Perhaps you’d like„?” “The chef’s speciality is„?” “Would you like„..?” Shangri-La Hotel Upselling Program WHAT NOT TO SAY What language is incorrect or pushy? “You really must try„” “You’d better have„” “Questioning the guest, eg, when someone “NO” it would be rudy to ask “Why not?” Shangri-La Hotel Upselling Program ACTIVITY – 20 minutes Shangri-La Hotel Upselling Program SILENT SIGNALS Sales suggestions, the customer’s reactions are often shown. “BODY LANGUAGE” Truly professional we have to watch these “Silent signals” Head and Face Hand and Arm Body and Legs Shangri-La Hotel Upselling Program NEGATIVE SIGNALS Head and Face Yawning, shaking head, frowing, turning mouth down, looking away, wrinkling nose, stone faced, closing eyes. Shangri-La Hotel Upselling Program NEGATIVE SIGNALS Hand and Arm Crossing arms, waving “NO” with hand, rubbing nose or back of neck, fidgeting, stop sign with hand, tapping fingers. Shangri-La Hotel Upselling Program NEGATIVE SIGNALS Body and Legs Leaning back, moving away, appearing nervous, crossing legs, turning away, jiggling/tapping foot. THE RULE OF THREE Remember: You need to see three or more simultaneous negative signals to be sure the guest is really not interested. -La Hotel Shangri Upselling Program Shangri-La Hotel Upselling Program SUMMARY What are the three kinds of no? Can anybody give me an Unfriendly no? What do we do if we get an Unfriendly no? Give me some examples of Category no? What do we do if we get a Cateogory no? What is Item no? What do we do if we get an item no? How many alternatives can we suggest? What words can we use to suggest alternatives? What words should we not use in suggesting alternatives? Give some examples of negative Head & Face signals Give some examples of negetive Hand & Arm signals Give some examples of negetive Body & Leg signals How many signal do we need to see in order to be sure the response is negative? Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program WHY GUESTS SAY “NO” A customer rejects our suggestion he / she gives us a reason. What sort of reasons do clients give for saying “No” Expensive On a diet In a hurry Wants something special Not very hungry Tried it before and didn’t like it Shangri-La Hotel Upselling Program COMMON OBJECTIVES AND POSSIBLE SOLUTIONS IN A HURRY Guests are often in a hurry particulary at lunch time Recommend a dish that is quick to prepare Suggest dishes the are pre-prepared Advise how long it will take Move quickly and pay particular attention to this guest Shangri-La Hotel Upselling Program COMMON OBJECTIVES AND POSSIBLE SOLUTIONS WANTS SOMETHING DIFFERENT OR UNUSUAL Guests who travel a lot or who have eaten here often may be bored of eating the same thing all the time House specials Local specials Not on Menu Ask chef what he can do (NOTE: Do not ask “What do you want?” Shangri-La Hotel Upselling Program COMMON OBJECTIVES AND POSSIBLE SOLUTIONS EXPENSIVE That sounds expensive! Empathise / Agree Explain why it’s expensive (1-3 reasons) Offer alternative which is similar (eg. Prawns / lobster / local / imported..) Shangri-La Hotel Upselling Program COMMON OBJECTIVES AND POSSIBLE SOLUTIONS ON A DIET “I’m watching my weight / waist etc.” Ask: “What kind of diet” (eg Vegetarian) and offer matching menu items Something light (salad, fish, etc) Non-fattening ingredients (chicken, vegetables, etc) Non-fattening preparation (steamed, grilled, etc) Shangri-La Hotel Upselling Program COMMON OBJECTIVES AND POSSIBLE SOLUTIONS NOT VERY HUNGRY Possible solutions Suggest something light Offer a smaller portion Sell two appetisers or salad / fish / fruit not creamy / sauces Note: different between “not hungry” and “on a diet” Not hungry = can eat anything, but only wants a small quantity. On a diet = can only eat specific things but amount is no real problems Shangri-La Hotel Upselling Program COMMON OBJECTIVES AND POSSIBLE SOLUTIONS TRIED IT BEFORE AND DIDN’T LIKE IT Apologise – “I’am sorry to hear that” “What was the matter?” Find out what was wrong – Take appropriate action / report to your supervisor. Suggest something different if appropriate Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program SUMMARY What to do if the guest is in a hurry? What to do if the guest wants something unusual? What if the guest objects to the price? What is she is on a diet? What if he is not very hungry? What to do if guest is unfriendly? How many alternatives can we suggest if the guest is friendly? Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program DESCRIBING MENU ITEMS Good descriptions are like good advertising, creating and appealing image which encourages people to buy. Shangri-La Hotel Upselling Program WHY DESCRIBE Why do we need to describe items when we already have descriptions on our menus & drink lists? When he reads it doesn’t sound as good as when we say it The guest might not have read the description Might have seen it but does not know / understand it. We can include a lot of extra information Describing items is good service, guests like it when we help them to choose Shangri-La Hotel Upselling Program When To Describe When is the best time to describe menu items? Guest appears interested Guest looks puzzled Guest asks for a decription The item is unusual / a hotel speciality Shangri-La Hotel Upselling Program WHEN NOT TO DESCRIBE We do not need to describe everything, which items do we not decribe? Guest is not interested Common standard items (eg, hamburger, perrier) Tried it before Local items to local people Shangri-La Hotel Upselling Program When To Describe When is the best time to describe menu items? Guest appears interested Guest looks puzzled Guest asks for a decription The item is unusual / a hotel speciality -La Hotel Shangri Upselling Program IN ORDER TO DESCRIBE WE NEED To give a good description we need to master two things: Product knowledge The language to make an attractive description Shangri-La Hotel Upselling Program WORDS THAT SELL What expressions can we use to make our suggestion sound more Attractive? Fresh, juicy, tender, imported, mild, richly flavoured, light refreshing, in season, tasty, popular, etc HOW TO DESCRIBE Suppose you invent a new menu item (eg, “Rat poison”) what might the Guest want to know before he decides to order one? Type / category Origin / similar to„ Ingredients / taste Method of preparation Style of presentation Served with? Comes with? Timing Shangri-La Hotel Upselling Program DESCRIBING TYPE / CATEROGY Drinks: cocktail, a liqueur, a blended drink, a long drink, etc Food: an appetizer, a main course, a stew, a soup, etc ORIGIN / SIMILAR TO (Where is the recipe from?) If the item is unusual or unknowe\n to the client, can you name another (more familiar) items which is similar? INGREDIENTS Discuss what we should mention about the ingredients of a mixed drink or a food items State the basic or strongest element, ingredients and taste (sweet, spicy,strong) Shangri-La Hotel Upselling Program DESCRIBING Preparation / Presentation Drinks: when describing drinks, it is usually not necessary to say how the drink is prepared or served Discuss exceptions to this rule Eg, drinks with an unusual service style, drink served in special or unusual containers or in souvenir glasses. FOOD: Style of preparation is obviously important and preparation time will matter to some guests. Shangri-La Hotel Upselling Program DESCRIBING SERVED WITH Mention portion size, including what is served with the main items (ie vegetable, sauces, salads and any other extra Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program SUMMARY Why is it good to describle menu items? How do we know if we should describle? Which items do we not describle? What words can we use to describle? What words should we avoid using? What can we include in the description? Give me some examples of good descriptions? Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program CONFIRMING THE ORDER Buying Signals A buying signal is a reaction – something that the guest says or does which tell us how he feels about our suggestion (eg Corona Beer and guest nods his head, that’s a buying signal. IMPORTANCE Why is it importance to be able to read buying signals? We are more sensitive to guest’s like and dislikes We give better service (avoid being pushly) Saves time We sell more Shangri-La Hotel Upselling Program CONFIRMING THE ORDER – TYPE OF SIGNALS What sort of reactions and signals do you get from guest Positive (interested = green light) Negative (not interested = red light) Hesitant (not sure = amber light) POSITIVE SIGNALS Positive signals (nodding the head) Shangri-La Hotel Upselling Program CONFIRMING THE ORDER – TYPE OF SIGNALS SPOKEN OR SILENT Many signals that indicate what guests are thinking. SPOKEN signals (things they say) SILENT signals (things they do) Shangri-La Hotel Upselling Program CONFIRMING THE ORDER – TYPE OF SIGNALS SPOKEN SIGNALS When guest are positive about a menu item, they may either ask questions or make positive comments Some Examples: Asking question “How long will it take?” “What do you serve it with?” “Is it similar to..?” Positive comments: “Looks delicious.” “It was very good the last time I had it.” “Mmm sounds good” Shangri-La Hotel Upselling Program CONFIRMING THE ORDER – TYPE OF SIGNALS SILENT SIGNALS Guest’s reaction are often shown in their body language Head and Face Hands and Arms Body and Legs Shangri-La Hotel Upselling Program CONFIRMING THE ORDER – TYPE OF SIGNALS POSITIVE SIGNALS Head & Face: nodding, smiling, licking lips, looking at an items, looking at you, opening eyes wide, raising eyebrows, winking. Hand & Arm: rubbing hands or clasping them together, clicking fingers, thumbs up, closing menu, returning menu to you, removing or replacing glasses, handling cutlery, unfolding arms. Body & Legs: leaning forward, turning towards you, moving chair forward, relaxing shoulders, uncrossing legs Shangri-La Hotel Upselling Program CONFIRMING THE ORDER – TYPE OF SIGNALS Look For Three Or More Signal can have more than one meaning eg: guest licks his lips it could mean that he is positive or just that his lip are dry Remember the RULE OF THREE Shangri-La Hotel Upselling Program CONFIRMING THE ORDER Making suggestions to our guests they say something like “That sounds good – I’ll have one!” Guest who are interested in our suggestion give positive buying signals – but they don’t actually say “OK – I’ll have it. What should we do if we get a positive signal but the guest doesn’t actually order the item? Confirm the orders. If wwe just stand and wait for the guest to make up his mind he may lose interest or think of a reason not to buy (no time, diet, etc) -La Hotel Shangri Upselling Program LANGUAGE What sort of things could we say when confirming the order? “May I serve you one / some?” “Would you like to try one?” “How would you like it cooked?” “I’ll bring you one right aways” “Which one would you like it?” Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program SUMMARY What is a buying signal? Why do we need to read the signals? What are some spoken signals? Give some examples of positive head & face signals Give some examples of positive hand & arm signals Give some examples of positive body & leg signals What is the rule of three? What do we do if the guest is giving positive signals but he doesn’t speak? How do we confirm the order? Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program OVERCOMING HESITATION Hesitation means the guest is not positive but not exactly negative HESITATION SIGNALS How Do You Know Guest Is Hesitant? Shangri-La Hotel Upselling Program HESITATION SIGNALS SPOKEN SIGNALS “Well, I’m not sure,” “Perhaps”, “Maybe” etc Sounds they make (“Mmm”„ “Well”„ “Aah”„) SILENT SIGNALS Rubbing chin; scratching head; covering the mouth; putting something in the mouth, ie pen, spectacles or cigarettes; looking at a companion for reassurance. Playing with moustache. Looking at watch. Shrugging shoulders. Shangri-La Hotel Upselling Program HESITATION SIGNALS WHY GUEST HESITATE Sometimes when we make a suggestion, the guest hesitates to decide. Why? Unsure of what the item is Thinking of reason why not (eg. Diet, price, etc) Wondering what their companion thinks Never tried the item Shangri-La Hotel Upselling Program HESITATION SIGNALS HOW TO OVERCOME HESITATION How can we overcome hesitation If the client doesn’t know what the item is, describle it If the client knows what the item is but still hesitates, promotes it by saying good things about the items. And whenever we promote something, we need to speak with confidence Shangri-La Hotel Upselling Program WHAT TO SAY What sort of words and expressions could we use to promote an item? Eg “Its very popular” It’s very good It’s delicious It’s one of our specialities Shangri-La Hotel Upselling Program WHAT NOT TO SAY Should not use expressions which sound exaggerated or which guest can challenge eg “It’s the best in town” Eg: “It’s fantastic” “Marvellous” “Wonderful” “Extraordinary” Avoid expressions which make it sound as though you are not 100% convinced yourself eg: “It’s pretty good” Shangri-La Hotel Upselling Program DON’T BE PUSHY A guest is slow to decide the service staff become impatient. It is bad to show this impartience or irritation to our guest Act in professional manner. What sort of actions might let the guest see that we Are getting impatient? Tapping or clicking pen, looking around the room, checking watch, moving too close to the guest, tapping foot, fidgeting Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program SUMMARY Why do some guest hesitate to accept our suggestion? What are the spoken signal of hesitation? What are the silent signals of hesitation? How can we overcome hesitation? What words could we use to promote the item? What words should we not use? What should we not do if a guest is taking a long time to decide? Shangri-La Hotel Upselling Program Shangri-La Hotel Upselling Program CHECKING SATISFACTION IMPORTANT Why is it useful for us to check satifaction Show we care Professional image If something is wrong we can deal with it quickly and quietly Chance to sell something else Shangri-La Hotel Upselling Program CHECKING SATISFACTION WHEN is the best time to check? Soon (2 to 3 minutes) after serving During coffee (if checking whole meal) WHY check so soon? We may want to sell something to go with what he has (eg glass of wine with his steak) If there is a problem, the longer we leave it the more upset the guest is going to be. He may even end up making a scene and attracting the attention of other people in the restaurant. Shangri-La Hotel Upselling Program CHECKING SATISFACTION What if we’re too busy? We have a busy operation here and sometimes it is not easy to find the time to check back with the guest. If you’re really too busy to check at the approproiate time then check at the end of the meal. But how long does it take? And it may end up saving us time. Shangri-La Hotel Upselling Program CHECKING SATISFACTION How many times should we check during the meal? Checking back after each course is too much. Check each table twice, maximum three times per meal When not to check? Guests do not want to be bothered (business people) Wait by the table for a few seconds. Guest ignore you, leave without interrupting. Shangri-La Hotel Upselling Program CHECKING SATISFACTION ITEMS Which items should we check? Main course Item we recommended The whole meal Any items which guest seems to dislike (ie unfinished food items) Which items do we not check? Simple item (coke, perrier, straight / unmixed drinks etc) Just say something like “Is everything alright?” or better, “Can I get you anything else? Shangri-La Hotel Upselling Program CHECKING SATISFACTION RESPONSIBILITY Who should check? The best person to check is the one who made the suggestion, even if he is not the one who serves the items The manager may also check (Be careful – guest will go crazy if everybody keeps asking Shangri-La Hotel Upselling Program CHECKING SATISFACTION LANGUAGE What to say? “How is your„?” (Meal / drinks / items) “How was your„?” (if already finished) “Did you enjoy your steak?” Will lead to a yes / no answer What not to say? “Is everything OK?” “Any problem?” “Any complaints?” “Was that good?” Is it delicious?” “ Shangri-La Hotel Upselling Program CHECKING SATISFACTION HANGLING GUEST REACTIONS What to do if the guest is happy? Thank the guest, smile What to do if the guest is unhappy? Apologise Find out why Act to fix the problem and / or refer to supervisor Possibly warm other service staff -La Hotel Shangri Upselling Program Shangri-La Hotel Upselling Program SUMMARY Why is it important to check guest satisfaction? When is the best time to check? Why How many time to check? When do we not check? Who should check? How do we check? What if we are too busy? What to do if guest is not happy? What to do when guest is happy? Upselling Skills in F&B Objective is to increase of our Food & Beverage Revenue Important to Remember Upselling Incentive Upselling Skills Upselling Techniques High Impact Items Selling By Suggestion Handling Objections Offering Alternatives Describing Menu Items Confirming The Order Overcoming Hesitation Checking Satisfaction Summary Of Upselling Techniques