Front Office- The Sandwich method

Front Office: the sandwich method
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Slide 1: Slide
FrontofficeMBOStudiejaar 1,2

This lesson contains 44 slides, with interactive quizzes and text slides.

time-iconLesson duration is: 60 min

Items in this lesson

Front Office: the sandwich method

Slide 1 - Slide

lesson aims
by the end of today's lesson you know: 
  • the difference between upselling and cross-selling
  • how to give directions with the help of a citymap

Slide 2 - Slide

recap last lesson(s)
  • how to deal with complaints
  • the basic structure of a conversation with a guest 

Slide 3 - Slide

what do you need to do when dealing with a complaint?

Slide 4 - Mind map

Now, let's move on to .....

Slide 5 - Slide

What is the most important element in every company?

Tip: 1 word, 5 letters

Slide 6 - Open question

You work at the front desk. How can you make money for the company?

Slide 7 - Open question

Upselling and cross-selling

Slide 8 - Slide

Upselling
  • Bigger
  • Better
  • More luxurious
  • More expensive

Slide 9 - Slide

Standard Room
Suite

Slide 10 - Slide

Bike
Electrical Bike

Slide 11 - Slide

Breakfast
Deluxe Breakfast

Slide 12 - Slide

Give another example of upselling

Slide 13 - Mind map

Upselling
  • Guest has already bought/rented something from you

f.i.  Standard Room

  • You convince the guest to go for a more expensive option.
  • f.i. Suite

Slide 14 - Slide

Cross-selling
  • More
  • More
  • More
  • More expensive

Slide 15 - Slide

Room
Room and Breakfast

Slide 16 - Slide

Bike
Bike  + Bike map

Slide 17 - Slide

Dinner
Dinner + Wine arrangement

Slide 18 - Slide

give another example of cross-selling

Slide 19 - Mind map

Cross-selling
  • Guest has already bought/rented something with you
f.i. Room

  • You convince the guest to buy/rent something extra
f.i. Breakfast

Slide 20 - Slide

Recap

Slide 21 - Slide

Sandwich-method

A succesfull method for up-selling/cross-selling!
  • sellingpoint/ advantage
  • Price
  • Selling point/advantage
  • Closure

Slide 22 - Slide

1 - Opening
  • What did the guest book?
  • Your offer?

  • I see that you have booked a standard bungalow.
  • I can see that there is also a very nice deluxe bungalow available.

Slide 23 - Slide

2 - Selling Point + advantage
  • What is the selling point of that bungalow? 
  • Why is that interesting for the guest?

  • The deluxe bungalow  has a  spacious bathroom with bath so you can relax after a long day of working /shopping/day tripping etc

Slide 24 - Slide

3 - Price
  • How much does it cost?

  • This bungalow is only ā‚¬ 50  extra, but then you have......

Slide 25 - Slide

4 - Selling point + advantage
  • What has the bungalow to offer?
  • Why is that important to the guest?

  • ...also a  fireplace  so you can enjoy a nice drink sitting in front of a warm fire in the privacy of your own bungalow.

Slide 26 - Slide

5 - Closure
  • Make the guest think/decide/take action

  • Can you imagine?
  • Would you like me to show you the deluxe bungalow?
  • How do you feel about that? 

Slide 27 - Slide

Upselling
  1. I see that you have booked a continental breakfast, we also offer full English breakfast.
  2. With the full English breakfast we offer a selection of exclusive options for you to combine into the ultimate breakfast experience.
  3. This luxury breakfast is available  for only  ā‚¬ 10 extra
  4. This also includes a luxurious glass of champagne to compliment your breakfast.
  5. Can you imagine?
2 - sellingpoint/advantage
3 - Price
4 - sellingpoint/advantage
5 - closure
1 - Opening

Slide 28 - Slide

Cross-selling
  1. I see that you have made a reservation for a bike. We can also offer you a citymap with biking- routes.
  2. This exclusive map consists of 15 biking- routes. It is an excellent opportunity for you to discover the city by bike.
  3. It only costs ā‚¬ 5
  4. In additio to the map you also receive a discount card to enjoy a coffeebreak at several locations throughout the city..
  5. Would you like me to show you our location on the map?
2 - Sellingpoint/advantage
3 - Price
4 - sellingpoint/advantage
5 - closure
1 - Opening

Slide 29 - Slide

Focus points
  • Know your product
  • what are the benefits of your product?
  • It's about the guest, NOT the money
  • Practice makes perfect

Slide 30 - Slide

Assignment: 
  • What : practice Sandwich methode: upselling/cross-selling
  • How: In duos 
  • Help: internet & partner
  • Time: 5 to 10 minutes
  • Result: know how to use sandwich method 
  • Ready: change roles/topic 

Slide 31 - Slide

Giving directions

Slide 32 - Slide

Asking for directions
Instruction Asking for directions in English
Excuse me,
where is the...?
where is _____ located?
is there a ______ near here?
how do I get to...?
What's the way to...?

Slide 33 - Slide

Asking for directions
Instruction Giving directions in English #1
straight / past / along / up / through / over / down / back




Go 
turn
left
/ right / back

Go straight on Main Street 
Take a shortcut to the school going through the park.



Turn left at the supermarket.
If you get to the bridge, you went too far, you'll have to turn back.



Slide 34 - Slide

Asking for directions
Instruction Giving directions in English #2
There's a nice park behind the parking lot.
around the corner

The museum is just around the corner.

between
You can find the coffee shop between the office building and the movie theater.

behind

Slide 35 - Slide

Hoe zeg je in het Engels dat je naar rechts moet gaan?
A
Go straight
B
turn left
C
turn right
D
go through

Slide 36 - Quiz

Hoe vraag je in het Engels beleefd de weg?
A
Where is the library?
B
Where is the supermarket located?
C
Excuse me, What is near here?
D
Excuse me, how do I get to theater?

Slide 37 - Quiz

Klik hier
A
B
C
D

Slide 38 - Drag question

PRACTICE 1
Write down the directions from the hospital to the factory.

Slide 39 - Open question

Giving directions:




What:give directions with a map
How:  in duos
( role a: gives directions/role b: traces the directions on the map)
Help:  scaffolding phrases on the digiboard).
Time:  5-10 minutes
Result: make sure your guest does not get lost!
Ready: change roles

Slide 40 - Slide

lesson aims
by the end of today's lesson you know: 
  • the difference between upselling and cross-selling
  • how to give directions with the help of a citymap

Slide 41 - Slide

exit ticket:
Name one thing you've learned today...

Slide 42 - Open question

This lesson was:
šŸ˜’šŸ™šŸ˜šŸ™‚šŸ˜ƒ

Slide 43 - Poll

Next class: 13th May 

Slide 44 - Slide