Developing New Upsell Techniques for Front Desk Staff of a Hotel
Vainio, Laura (2023)
Vainio, Laura
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060521614
https://urn.fi/URN:NBN:fi:amk-2023060521614
Tiivistelmä
At the moment people are spending less money to services due to a number of reasons. Since people are spending less, they are even more aware of what they can get for the money. Consequently, they are also more aware and demanding when it comes to quality of services. Due to digitalisation and easier access to information today’s customer is also more demanding, more critical and less loyal than before. Therefore, it is vital for the companies to concentrate on developing sales and customer experience.
After Covid-19 especially the service industry suffered from labour shortage. The labour shortage has also had an effect on the quality of service. More unexperienced work force has entered the industry and that can be seen in insufficient customer service skills. On the other hand, employees have become more aware of the companies they work for and concentrate more on what the employer can give to him or her. Therefore, it is important to focus on training the staff and to openly communicate the values and goals of the company. A common saying happy employees equal happy customers is in fact more true than ever.
The main objective of this research is to create a development programme for a hotel’s front desk staff concentrated on sales and more closely upsell. The hotel’s management wishes to make the customer experience better by improving the upsell skills of the front desk staff. The development plan is especially important for the staff members since many of them are experiencing lack of sales skills and feel uncomfortable to execute upsell at the moment. The development programme will be created in way that it will be simple to use and understand by the target organisation.
This constructive research was conducted by combining theoretical framework with the research results. The theoretical framework includes elements from sales management, employee experience and motivation, customer experience and upsell. Data was collected from the staff of the hotel’s front desk by a questionnaire and face-to-face interviews.
The final outcome of the research is the development programme for improving sales and moreover upsell skills of the hotel’s front desk staff members. Other outcomes of the research were that upsell is a service. Upsell brings additional value to a customer and introduces services or products of the company the customer did not know existed. Upsell can also be looked at as a service that offers the customer something additional on top of the already purchased service that can exceed the customer’s expectations.
After Covid-19 especially the service industry suffered from labour shortage. The labour shortage has also had an effect on the quality of service. More unexperienced work force has entered the industry and that can be seen in insufficient customer service skills. On the other hand, employees have become more aware of the companies they work for and concentrate more on what the employer can give to him or her. Therefore, it is important to focus on training the staff and to openly communicate the values and goals of the company. A common saying happy employees equal happy customers is in fact more true than ever.
The main objective of this research is to create a development programme for a hotel’s front desk staff concentrated on sales and more closely upsell. The hotel’s management wishes to make the customer experience better by improving the upsell skills of the front desk staff. The development plan is especially important for the staff members since many of them are experiencing lack of sales skills and feel uncomfortable to execute upsell at the moment. The development programme will be created in way that it will be simple to use and understand by the target organisation.
This constructive research was conducted by combining theoretical framework with the research results. The theoretical framework includes elements from sales management, employee experience and motivation, customer experience and upsell. Data was collected from the staff of the hotel’s front desk by a questionnaire and face-to-face interviews.
The final outcome of the research is the development programme for improving sales and moreover upsell skills of the hotel’s front desk staff members. Other outcomes of the research were that upsell is a service. Upsell brings additional value to a customer and introduces services or products of the company the customer did not know existed. Upsell can also be looked at as a service that offers the customer something additional on top of the already purchased service that can exceed the customer’s expectations.