A STUDY OF CONTRIBUTION INTERNAL SALES ON HOTEL’S PROFIT.

One type of selling method is suggestive selling or it also been called as soft-selling. Suggestive selling is when employees attempt the guest to have their services through various sales phrase. It is one way for the hotel to make profit as if they can offer highest rate for the hotel room, the guest bill will be higher and if the guest bill is higher, their tips or points will be higher too. Suggestive selling benefits guest when they are unsure to make a decision. All part in the hotel can be used in suggestive selling such as front office, rooms, office services, personal services, food and beverages, lounge and also gift shop. Other than part in the hotel, if the hotel is chain hotel, front office can suggest the customer to experience their chain hotel at different place.

For food and beverages department, servers were trained to sell the food and promote their food as well to give satisfaction to the customer. As an example, if the guest is overlook on their menu, as a waiter, they should suggest to the customer the profitable menu in the restaurant or new menu that the customer can enjoy. It also can create more memorable dining experience. Other that that, by doing suggestive selling, server can show their empathy towards the guest as if the guest have dietary requirement such as allergies or if they are vegetarian. People with allergies cannot simply eat food that contain the ingredients they cannot eat. The server should particular with these type of customer and serve them by following their dietary needs. Other services that they can offer under food and beverages department is room services such as early-bird breakfast services, meals, party services and alcoholic beverages. For example, if a guest want to order...

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...age at spa and massage to their guest after workout at the gym. As for spa and massage department, they can suggest other services to the guest such as having sauna or flower bath for the guest. Some hotel also do promote the facial treatment, manicure pedicure and hair remover for their guest.

Next area of the hotel that can be included in suggestive selling is laundry area. Laundry area not only wash the linen, they only wash the guest clothes. Usually, people that stay for long period time tend to used the hotel laundry. It is not the room attendant job to pick all the dirty clothes but they can suggest to the guest to send their dirty clothes to laundry. For example, a situation whereby a housekeeper that clean the occupied dirty room while the guest is in the room may suggest to use their laundry services provided as the staff saw a pile of dirty clothes.