The Dusit Dubai - first hotel in Gulf region to implement Upselling Programme

This programme, designed to provide an effective approach to proactive upselling in the front office and the reservations department equips staff to better meet the needs of every guest by recognizing and responding to individual requirements and presenting all available options for maximum satisfaction.

A spokesperson for TSA, the company responsible for the Upselling Programmes, commented that the Upselling Programme implemented by the Dusit Dubai, is the number one programme of its kind in Dubai and the Middle East.

Research has shown that hotel front desk and reservation staff are sitting on a wealth of upselling opportunities. As they personally greet or check in each guest, front desk staff and reservationists can do more than provide courteous and efficient service. With proper training and incentives they can learn to identify guest's unmet needs and suggest alternatives that result in a better service for guests.

Not only does this programme enhance the selling skills of the staff, it also acts as a motivational tool thus improving job satisfaction and reducing work related stress. In addition, results are tangible and can be measured on a regular basis greatly assisting the efficiency and productivity of the hotel.

"The Dusit Dubai is the first hotel to implement the Upselling Programme in the Gulf region and we are pleased to say that the success of the programme has driven incremental revenues and profitability for the hotel in the first three months alone and contributed significantly to the ARR and yield boosting bottom line profit margins," commented Michael P. Tiplady, GM Dusit Dubai. "Dubai is a very competitive market for hoteliers but Dusit has been able to protect their yield position within their competitive set by using the upselling scheme so adding customer value and improving overall service experience."

Roger Hanna, Duty Manager, Dusit Dubai said "Our reservationists team says that their success comes from the fact that they first establish a rapport with the guests gaining their trust as the first stage in effectively introducing the Upselling Programme. We are very confident with our product and services and are able to list the benefits to the guests who are happy to take the option with full knowledge of the added value. In addition there is an open channel of communication between the guest and the reservations team which shows how the Dusit staff care about the guest needs."