Front Desk Personnel Qualities and Skills in Applying Upselling Hotel Products: Case Study of the Ritz Carlton Bali
Abstract
Upselling is a program to increase the income of a hotel by introducing higher level products. In the implementation of upselling, it must be supported by standards and procedures for implementation, knowledge of the language of persuasion, and knowledge of products being sold. The Ritz Carlton Bali as a member of the Marriott Bonvoy Elite international chain of hotels, has a market of foreign tourists, so it is very important to master English which is used to direct tourists to increase sales. The Research was conducted using a qualitative descriptive method with the research sample being the front office employees of The Ritz Carlton Bali who were purposely selected. The results of the study indicate that in terms of standards and procedures are very good and clear and describe how the steps in it can make someone interested in upselling.
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DOI: http://dx.doi.org/10.18415/ijmmu.v10i4.4671
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