Course Outline:

Module 1: The Psychology of Selling in Hospitality

• Why value-added selling is a service to the guest

• Understanding guest motivations: status, convenience, experience, and comfort

• The art of the soft sell: building trust before making an offer

• Self-Assessment: Identifying personal barriers to selling.

Module 2: Identifying Opportunities and Uncovering Needs

• Mapping touchpoints for upselling and cross-selling (pre-arrival, check-in, in-stay)

• The power of open-ended questions to discover guest preferences

• Listening for "buying signals" and unstated desires

• Role-Play: Conducting a needs-analysis conversation during check-in.

Module 3: Crafting the Perfect Offer

• Framing the offer: features vs. advantages vs. benefits (FAB model)

• Using evocative language to sell the experience, not the product

• Creating compelling packages and bundles (e.g., "Romance Package")

• Workshop: Writing and practicing benefit-driven descriptions for room upgrades, spa services, etc.

Module 4: Handling Objections and Closing the "Yes"

• Common guest objections ("It's too expensive," "I don't need it") and how to respond

• The feel-felt-found method for overcoming objections

• Assumptive and alternative choice closing techniques

• Role-Play: Practicing objection handling in a safe environment.

Module 5: Integrating Techniques and Measuring Success

• Weaving recommendations naturally into conversation

• Team-based upselling: how F&B and Front Desk can collaborate

• Tracking performance and learning from successes and failures

• Final Simulation: A full-cycle check-in interaction with multiple embedded upselling opportunities.