Cross-selling
Cross-selling is a sales technique where hotel staff suggest additional services or products to guests who are already buying something. For example, when a guest books a room, staff might recommend spa services, restaurant reservations, or upgraded room packages. It's like suggesting fries with a burger, but in a hotel setting. This approach helps increase hotel revenue while enhancing guest experience by making them aware of all available services. The term is sometimes called "suggestive selling" or "complementary selling" and is a key skill in hospitality roles.
Examples in Resumes
Increased revenue by 30% through effective Cross-selling of spa services to hotel guests
Trained front desk staff in Cross-selling and Up-selling techniques
Developed Cross-selling strategies that boosted average guest spending by $200 per stay
Typical job title: "Hotel Sales Professionals"
Also try searching for:
Where to Find Hotel Sales Professionals
Professional Associations
Online Communities
Job Boards
Example Interview Questions
Senior Level Questions
Q: How would you develop a cross-selling strategy for a luxury hotel?
Expected Answer: A strong answer should include creating staff training programs, identifying key selling opportunities, analyzing guest data for personalized recommendations, and measuring success through revenue metrics.
Q: How do you motivate staff to engage in cross-selling without being pushy?
Expected Answer: Should discuss creating incentive programs, teaching subtle selling techniques, focusing on guest benefits, and using guest preference data to make relevant suggestions.
Mid Level Questions
Q: What are some effective cross-selling techniques you've used?
Expected Answer: Should describe specific examples like suggesting spa treatments during check-in, recommending restaurant reservations, or offering room upgrades based on availability.
Q: How do you identify cross-selling opportunities?
Expected Answer: Should mention observing guest behavior, listening to guest needs, checking booking patterns, and understanding which services complement each other.
Junior Level Questions
Q: What is cross-selling and why is it important in hotels?
Expected Answer: Should explain that cross-selling means suggesting additional services to guests to increase revenue and enhance their stay experience.
Q: How would you cross-sell a spa service to a guest checking in?
Expected Answer: Should demonstrate ability to make natural suggestions based on guest needs, like mentioning spa availability to guests who appear tired from travel.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of hotel services and amenities
- Customer service fundamentals
- Simple selling techniques
- Knowledge of hotel booking systems
Mid (2-5 years)
- Advanced selling techniques
- Guest needs assessment
- Product knowledge expertise
- Team training abilities
Senior (5+ years)
- Sales strategy development
- Revenue optimization
- Staff training and development
- Performance analysis and reporting
Red Flags to Watch For
- No customer service experience
- Poor communication skills
- Lack of product knowledge
- No understanding of hotel operations
- Uncomfortable with sales interactions
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