Tarlac State University

College of Business and Accountancy

Department of Hospitality and Tourism Management
A.Y. 2019-2020

HM PE 1 FRONT OFFICE OPERATIONS

Front Desk Sales Success Worksheets

Submitted by:
Anna Pamela R. Perez
BSHM 2-C

Submitted to:
Jefferson Dj. Ruz, LPT
Faculty, HTM Department
 RAPPORT-BUILDING QUESTIONS
Open-ended questions work best when trying to build rapport: questions that can’t be answered with a simple yes
or no, and that usually ask who, what, when, where, or why. Make a list of open-ended questions you can ask
callers to help build rapport, as well as follow-up questions to continue building rapport or transition to a sales
situation. Then role-play incoming calls with your associates to develop rapport-building skills.

RAPPORT-BUILDING POSSIBLE ANSWER FOLLOW-UP/TRANSITIONAL

QUESTION QUESTIONS

Do you have a great time
seeing our place?
Yes, it was so fantastic!
I’m sure you’ll enjoy even more
when you see the different
historical places here in the
Philippines that are near here in
our hotel.
 FEATURES & BENEFITS

Every feature of your hotel has a corresponding benefit to the guest. Make a list of outstanding features
your hotel has to offer, as well as the corresponding benefits. Then, brainstorm which types of guests
might be most interested in each feature and benefit.

FEATURE BENEFIT GUEST TYPE

Club Lounge A relaxing, upscale space, the
Club Lounge offers VIPs, Business groups, Business
complimentary breakfast, individuals, Leisure guests,
afternoon hors d’oeuvres, and Families, convention groups, etc.
a variety of beverage options.
Relax by catching your favorite
TV show. .Computers and a
printer are ready to go.

Fitness Center The facility should include at

least a range of basic
equipment: a StairMaster, a
treadmill, a stationary bike,
free weights, and floor mats.
Fresh Outdoors A hotel with some breathing
space is ideal, whether it be a Business Individuals, Families etc.
rooftop, garden, or a park
nearby.
 COMPETITIVE PROPERTY WORKSHEET

PROPERTY FEATURE, FACILITY, OR AMENITY

Rate: Competitive within Market
Rate: At or Below Local Per Diem
Rate: Entitlement Discounts (AAA, AARP, etc.)
Rate: Seasonal, Promotional Discounts
Rate: Standard Room
Rate: Deluxe Room
Rate: Suites/Spa Rooms
Rate: No Add-On Charges (Phone, Energy, etc.)
Short Cut-Off/Late Cancellation Policy
Early Check-in/Late Check-Out
Location: Close to Business Areas, Downtown
Location: Close to Entertainment & Recreation
Location: Close to Govt. Buildings & Bases
Location: Close to Shopping, Restaurants
Location: Close to Sports Venues
Location: Close to Highway, Easy to Find
Free Shuttle to Airport, Important Destinations
Elevators
Connecting Rooms
Baggage Handling/Bell Service
Security: Well-Lit Parking Areas
Security: Interior Entry
Security: Uniformed Staff After Dark
Security: Keycard Lock System

SHERATO

RESORTS
HOTELS
N

&
PROPERTY FEATURE, FACILITY, OR AMENITY
Free Parking
Bus/Truck Parking
High-Speed Internet
Business Center
Business Services (Printing, Copies, Fax)
High Percentage of Non-Smoking Rooms
High Percentage of Double Rooms
Suites Available
Spa Rooms Available
Large Lobby/Common Seating Areas
Game Room – Recreation Area
Exercise Room / Health Facility
Swimming Pool
Small Meeting or Conference Rooms
Large Meeting Rooms (25+ People)
Audio-Visual Equipment & Support
Catering/Banquet Service & Facilities
On-Site or Adjacent Restaurant
Complimentary Breakfast: Standard
Complimentary Breakfast: Deluxe
Evening Manager’s Reception
On-Site or Adjacent Lounge
Room Service or Food Delivery
Extra Towels, Pillows, Blankets
Valet / Dry Cleaning Service
Washer & Dryer On-Site

PROPERTY FEATURE, FACILITY, OR AMENITY

In-Room Amenity: Coffee Maker
In-Room Amenity: Hair Dryer
In-Room Amenity: Iron & Board
In-Room Amenity: Large TV (27+ inch)
In-Room Amenity: 20+ Cable TV Channels
In-Room Amenity: Pay Per View Movies
In-Room Amenity: Video Game System
In-Room Amenity: Free Local Calls
Prompt Payment of Commissions & Fees
Preferred Hotel/Official Appointment Programs
Participate in Guest Loyalty / Frequent Traveler
Program
List & Advertise in Guides, Publications
List & Advertise on Websites
Accurate & Current GDS & Web Listings
Superior Quality Rating
Sponsor/Participate with Local Organizations
 UP-SELLING AND CROSS-SELLING WORKSHEET
Your hotel probably has more than one type of room or combination packages that give you the
opportunity to up-sell and cross-sell a guest to a better accommodation or plan. Use this worksheet to
outline your selling strategies. Remember to sell features and benefits before mentioning price, which
should be presented in incremental amounts (“Only $10 more”).
ACCOMODATION/PACKAGE RATE FEATURES & SELL TO
BENEFITS
Weekend Escape Rate is based on Enjoy the discount given, Families
double occupancy in a Best Available Rate plus
hotel room Internet access, discount
privileges and late
checkout for weekend
stays.

.
 OBJECTIONS & RESOLUTIONS
Write down some of the common objections you hear when making a reservation sale. Determine
what the caller really wants, then develop a possible resolution statement to overcome the
objection.

OBJECTION REALLY WANTS RESOLUTION

No coffee shop in Coffee, place to “We have free coffee available at the front
desk 24 hours, with plenty of comfortable
hotel socialize
seating in our lobby area.”
There’s no Wi-Fi in To be connected “Our Business center located at the Lobby
that Room and keep in touch area has computers where you can go
to their family, online to surf the net and check you e-
relatives; Socialize mails.
No bar lounge in Bar, place to drink “We have liquors available for 24 hours at
hotel liquors and have the menus you can drink it at the café
fun with someone lobby.
No bath towels in Bath towel used “Sorry for the inconvenience service we
the room hotel for drying and will provide the bath towels at your room
wiping the body immediately”

No available Parking, safety of

parking in the hotel the car
 CLOSING STATEMENTS
Write down some closing statements you can use to ask for the sale. Then practice these statements
in mock sales calls, either individually or with a partner. Remember that closing statements work best
after you’ve established value by presenting features and benefits.

CLOSING STATEMENTS
The Executive Suite room is available and it includes European plan .It cost 18, 600

per night.

Let’s go ahead and process your reservation Mr. Lee?

The Deluxe room for 3 days and additional dinner meal that’s all cost 10,500 pesos.

I’m happily to process your reservation for you.

The Single room for one night is available and it includes B&B plan. It cost 2,500

pesos.

Do you want this room to process Mr. Lee?

The Triplet room for 5 days is available and it includes American plan. It cost 13,000

per night.

Do you want to book for the room?

The Double room for 2 days is available it includes Continental breakfast plan. It cost

5,000 pesos

What kind of payment do you want for that reservation?

The Adjoining room for one night is available with B&B plan and it cost 3,000 pesos

Would you like to make a reservation for that room?

 FADE RATE WORKSHEET
RATE TITLE/PROGRAM WHEN TO USE JUSTIFICATION & SALES
STATEMENT
20% Membership When the guest is member of the If you are member of our
Rate club golf country club you
can avail 20 % discount.

50% Half day Rate When a guest is staying for an You can avail 50%
half day event discount for staying half
day to our hotel.

25% Group Rate

15% Package Rate

20% Government
Rate

10% Weekends Rate

35% Industrial Rate