Chapter 4

Is offering extras service, or just selling?

Mời khách mua thêm là phục vụ, hay là chào hàng?

The chapter's question

When do my staff mention extra services?

Big idea

An offer at the right moment is service; at the wrong moment it is a sales pitch, and guests can tell immediately.

In this chapter

  1. Part 4.1

    The Right Moment

    At check-in, in the evening, or when the guest asks?

  2. Part 4.2

    Starting From Their Plan

    How does the offer open?

  3. Part 4.3

    When They Say No

    What does the staff member do next?

  4. Part 4.4

    Sales Targets

    What does setting a target for staff create?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Beyond the Room Rate is free to read right here.

Read in Conan School

Chapters of Beyond the Room Rate

  1. 1.Is my guests' spending going next door?
  2. 2.Is free breakfast a gift, or a hidden loss?
  3. 3.What nearby experience would guests pay for that I ignore?
  4. 4.Is offering extras service, or just selling?
  5. 5.Am I selling a bed, or a trip?