Reference no: EM132122384

Although upselling is important to the hotel, it may cause guess discomfort if it is too aggressive. There is a fine distinction between professional upselling an intentional "hustling". Acting as the guest service agent prepares a professional upsell dialogue for each of these situations. (Create details about room types, rates, and personalities as needed)

a. At the desk is an executive on your corporate rate plan. He is stretching and yawning from a hard day of air travel and long, local meetings.

b. About to check in is a mother with three young children. She is alone but says her husband arrives tomorrow. The kids are obviously excited about the prospects of swimming and running around the courtyard/pool.

c. Two gentlemen from a recently arrived bus tour approach the desk. They and the rest of the tour group have been housed in queen doubles, standard accommodations for tour groups. The men are unhappy because their room is too small.

d. A female executive with an extended-stay reservation check-in. She wants assurance that the reservation is firm for at least 10 days. How can she possibly survive 10 days with the pressure from the upcoming assignment?