The Outcome Of Good Service

Repeat Business

You don’t have a second chanceto give the first impression!

The GreetingThe Greeting

Check for availabilityCheck for availability

Day & Date Day & Date

For how many persons? For how many persons?

1 or 2 beds 1 or 2 beds

Non-Smoking? Non-Smoking?

Identify you regular guests

“Have you ever stayed with us before?”“Have you ever stayed with us before?”

Personalize the approach

3 steps for effective Selling

1 - Know your product

2- Understand your client’s needs

The purpose of the visit The purpose of the visit

“What brings you to Montreal M. ______?”“What brings you to Montreal M. ______?”

Business or PleasureBusiness or Pleasure

3- Promote your productto meet your client’s needs

Don’t sell…Don’t sell…

Help your guests buy,Help your guests buy,

by offering 4 Personalized Benefits…by offering 4 Personalized Benefits…

Location Location

Parking Parking

Business Features: Working Desks, Optional Wifi, Business Centre & Gym Business Features: Working Desks, Optional Wifi, Business Centre & Gym

Buffet Breakfast Buffet Breakfast

Kitchenette with microwave, mini-fridge & coffee-maker Kitchenette with microwave, mini-fridge & coffee-maker

Concierge Services Concierge Services

Business Guest• “I am happy to inform you that we are located in the heart

of Downtown, with direct access to Expressway, and walking distance from Restaurants, Shopping malls & Subway”

• “We have Indoor Parking @ additional fee, with in & out privilege”

• “Our rooms feature working desks + optional WIFI, and you will have free access to our Business Centre & Gym”

• “& if you wish to have breakfast, we serve a full buffet”

Leisure Guest

• “I am happy to inform you that we are located in the heart of Downtown, with direct access to Expressway, and walking distance from Restaurants, Shopping malls & Subway”

• “We have Indoor Parking @ additional fee, with in & out privilege”

• “All rooms feature kitchenettes with microwave, mini-fridge & coffee-maker”

• “& Our Concierge is always available to help you discover our city”

Up-sell by offering 2 choices:

“For the required dates, we can offer a spacious ______ Bed Signature Room with living area, sofa-bed & kitchenette @ the special rate of ______”

“For the required dates, we can offer a spacious ______ Bed Signature Room with living area, sofa-bed & kitchenette @ the special rate of ______”

“Or a 30% more spacious Suite with a conference table, L shape desk & ergonomic chair @______”

“Or a 30% more spacious Suite with a conference table, L shape desk & ergonomic chair @______”

“Or a 30% more spacious Suite with a separate living room, dining table & 1½ bathroom @______”

“Or a 30% more spacious Suite with a separate living room, dining table & 1½ bathroom @______”

Ask to Confirm

Fallback 1

“Well, since we normally have classic rooms,available at lower rates, and we really like you to stay with us,

I could offer you an upgrade to the Signature Room@ the standard room rate of______”

“Well, since we normally have classic rooms,available at lower rates, and we really like you to stay with us,

I could offer you an upgrade to the Signature Room@ the standard room rate of______”

Fallback 2

“Our cancellation policy is until noon time on the arrival dayat no extra fee .

Would you like to secure your accommodation,at this special rate?

& call by then, if you ever need to cancel?”

“Our cancellation policy is until noon time on the arrival dayat no extra fee .

Would you like to secure your accommodation,at this special rate?

& call by then, if you ever need to cancel?”

Last impressions are lasting impressions…