Front Office- The Sandwich method

• Frontoffice
• MBO
• Studiejaar 1,2

Front Office: the sandwich method

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

recap last lesson(s)

• how to deal with complaints
• the basic structure of a conversation with a guest 

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

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

What is the most important element in every company?

Tip: 1 word, 5 letters

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

Upselling and cross-selling

Upselling

• Bigger
  
• Better
• More luxurious
• More expensive

Standard Room

Suite

Bike

Electrical Bike

Breakfast

Deluxe Breakfast

Give another example of upselling

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

Cross-selling

• More
• More
• More
• More expensive

Room

Room and Breakfast

Bike

Bike  + Bike map

Dinner

Dinner + Wine arrangement

give another example of cross-selling

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

Recap

Sandwich-method

A succesfull method for up-selling/cross-selling!

• sellingpoint/ advantage

• Price

• Selling point/advantage

• Closure

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.

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

3 - Price

• How much does it cost?

• This bungalow is only € 50  extra, but then you have......

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.

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? 

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  € 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

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 € 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

Focus points

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

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 

Giving directions

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...?

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.

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

Hoe zeg je in het Engels dat je naar rechts moet gaan?

1. Go straight
2. turn left
3. turn right
4. go through

Hoe vraag je in het Engels beleefd de weg?

1. Where is the library?
2. Where is the supermarket located?
3. Excuse me, What is near here?
4. Excuse me, how do I get to theater?

Klik hier

A

B

C

D

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

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

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

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

This lesson was:

😒🙁😐🙂😃

Next class: 13th May