Define the following terms (any ten):

(a) Corporate rate (b) Walking the guest

(c) Incidental charges (d) No-shows
(e) Stay over (f) Skipper
(g) Floor limit (h) Due back
(i) Cut off date (j) Key card
(k) Walk in guest (l) Lock out
(m) Rooming the guest

State True or False:

(a) Bounced reservation is also known as Walk Out Guest.
(b) House limit is also termed as Charge Privilege.
(c) FAM tours are organized by Tour Operator.
(d) Total no. of guest present in the hotel is calculated as House Count of
the hotel.
(e) Day rate is generally offered in Transit Hotel.
(f) Rate cutting is generally done off season.
(g) One day room tariff, as retention charges, is generally charged by hotel
on cancellation.
(h) Cut off time is also known as Release Time.
(i) Booking diaries are also known as Red Book.
(j) The skill of offering room of higher category than already
anticipated to the guest is known as Top Down method.

Match the following:

(a) No post (i) Mid price
(b) Shoulder period (ii) On check out
(c) Account receivable (iii) Desirable situation
(d) Zero out (iv) House keeping
(e) ADR (v) Room not sold out by mistake
(f) PAR (vi) Night auditor
(g) Occupancy report (vii) V.P.O.
(h) On change status (viii) Daily
(i) Sleep out (ix) Scanty baggage
(j) Sleeper (x) Spent night out
ROOM SELLING TECHNIQUES

UPSELLING ROOMS

Mark Gordon an experienced F. O. & GM trains his staff in 3 non

pressure selling techniques. They are especially effective in
inducing guests to accept medium-priced and deluxe rooms
instead of minimum - rate accommodations this techniques are.

1. The choice - of - door technique

The FOA gives the guest a choice of rate categories and asks,
which would you prefer? No presume is applied, the guest does
that all by himself. People tend to avoid extremes and are likely to
select the middle choice. Thus a guest being offered a room are of
Rs.4000, Rs.5000 or Rs.6000 will likely go for the Rs.5000 room
even if he had planned on the lowest rate.

2. The Door-in-the-face technique

This approach has to be handled with fact and without presume. It

can result in drastic increase of the average rate per occupied
room. FOAs start from the top down quoting the highest priced
room in the category the guest wishes.

A single room on our club floor, with patio and sitting room at
Rs.7,500/-. The guest may accept this or ask for something less
expensive, at which the FOA quotes the next date down, say the
Deluxe room on the 4th floor with KB and view of the garden at
Rs.6800. By comparison this room still appears of above average
quality but considerably less expensive than the previously
quoted one. According to the theory of reciprocity, many guests
will be convinced that after rejecting the highest rate, accepting
the middle rate room is a rational compromise.

The door in the face technique

The door in the face technique, otherwise known as the rejection-

then-retreat technique, involves making an outrageous request
that someone will almost certainly turn down, and then make the
smaller request that was the favor of interest all along. If done
skillfully, the second request is seen as a concession so
compliance with the second request is obtained. However, one
must proceed with caution when using this technique. If the first
request is so big that it is seen as unreasonable, the door in the
face technique proves useless as the concession made after is not
perceived as genuine. The door in the face technique is not to be
confused with the foot in the door technique where individuals
getting a person to agree with a large request by first getting
them to agree to a moderate request.

The door-in-the-face (DITF) technique is a compliance method

commonly studied in social psychology. The persuader attempts
to convince the respondent to comply by making a large request
that the respondent will most likely turn down, much like a
metaphorical slamming of a door in the persuader's face. The
respondent is then more likely to agree to a second, more
reasonable request, than if that same request is made in isolation.
The DITF technique can be contrasted with the foot-in-the-door
(FITD) technique, in which a persuader begins with a small
request and gradually increases the demands of each request.
While the FITD technique differs from DITF, it is also a persuasion
technique that increases the likelihood a respondent will agree to
the second request.

3. The Foot-in-the-Door Technique

This technique is based on the notion that people who have

already agreed to one proposition will quite easily agree to
another one. The reservationist while taking a reservation over
the phone or selling a room over the counter can use this by
saying, We are holding a std. room in the East wing for you, Mr.
Sharma for an extra Rs.500 you have a deluxe room in our lake
view wing or for Rs.600 per person you can take advantage of our
week end package, which includes the American bfast in your
room plus dinner for two at the Zodiac grill. The guest can simply
say no, thank you or accept the upsale suggestion.

Up selling is not a game or a way to squeeze extra rupees out of

unsuspecting travelers. It should be part of a professional
receptionists and guest services representatives repertoire. It
should be seen as one more way to

(a) Provide better services to the guests by offering choices

(b) Increase rooms revenue for the hotel.

Upselling techniques
1. Know the product

2. Control the encounter

Ask specific questions such as, we have a quiet double room on

our. Silver floor. Is that suitable for you? Avoid asking e open-
ended questions, such as what kind of a room are you looking
for?

3. Sell high, but avoid high-pressure selling techniques

4. Always quote the full rate plus tax

5. Turn a negative aspect of a room or rooming situation into an

advantage for the guest eg. A room without a view becomes a
quiet room. A room near the elevator or near the busy pool may
be noisy but is handy and easily accessible if you plan to do
much ---

6. Sandwich the price between descriptive phrases, one of our

extra - large rooms at Rs.6,500/- plus tax overlooking the garden
or quote the price of more than one room giving the guest a
choice.

We have double rooms for Rs.6500/- but the ones with the new
minibar are Rs.6,800/-
7. Ask for the sale

Once all the information has been presented to the guest the FOA
must gently but resolutely, close the sale. If that is a suitable
choice, may I ask you to sign the registration card, is an effective
way to move negotiations to a close.

8. Listen to guest conversational comments, such as Oh what a

hot day ! I could do with something cool. They will help to
determine their needs better and to sell other services of the
hotel. Our outdoor pool and bar are still open.

9. Sell the whole hotel by making suggestions for dinner. Just dial
7 on your room phone to make a reservation or for drinks in the
lounge The new entertainer is fantastic and for recreational
facilities. There is no charge for the use of the Sauna and the
health club.

10. Try to anticipate the guests needs and offer services,

suggestions, and assistance.

Write short notes on the following (any two):

(a) Pre registration (b) Key control system
(c) Room selling techniques (d) Over booking

Write short notes on any five:

(a) Errand card
(b) Commissionaire
(c) Chalet
(d) Inn
(e) Referral
(f) Suite room
(g) Tavern