Evaluate revenue awareness, upselling capability, sales service skills, and hospitality sales awareness whilst focusing on service-oriented selling rather than aggressive sales. Assess sophisticated sales awareness that drives guest satisfaction and revenue enhancement.
Common misunderstanding: Looking for pushy sales techniques instead of helpful service
Many managers want candidates who can sell aggressively, but hotel receptionists need gentle, service-focused sales skills. Good hotel sales means suggesting helpful extras that genuinely improve guest experiences - like spa services for stressed travellers or restaurant recommendations that match guest preferences.
Let's say you are testing sales ability. Present scenarios where guests mention they're celebrating an anniversary or seem tired from travel, and ask how the candidate would suggest relevant hotel services without being pushy.
Common misunderstanding: Thinking sales skills mean pressuring guests to spend money
Real hotel sales skills involve understanding guest needs and suggesting appropriate solutions. This means listening carefully, timing suggestions well, and focusing on value rather than price. Effective receptionists create sales opportunities by providing excellent service, not by pressuring guests.
Let's say you are evaluating sales approach. Test whether candidates can identify opportunities naturally - like suggesting room upgrades for guests arriving early, or recommending concierge services for guests planning special occasions.
Essential competencies include revenue awareness, upselling capability, sales service skills, and hospitality sales awareness whilst valuing service-oriented selling over aggressive sales. Focus on competencies that predict guest satisfaction and sales excellence.
Common misunderstanding: Focusing on sales targets rather than guest satisfaction
Some managers prioritise candidates who can achieve high sales numbers over those who balance sales with guest satisfaction. Hotel reception sales work best when guests feel helped, not sold to. Long-term revenue comes from happy guests who return and recommend the hotel.
Let's say you are assessing sales awareness. Test whether candidates understand that a guest who feels pressured might leave negative reviews, while a guest who receives genuinely helpful suggestions becomes a loyal customer who books again.
Common misunderstanding: Missing the subtlety of hospitality sales opportunities
Some managers look for obvious sales situations and miss the subtle opportunities that skilled receptionists create. Revenue awareness means understanding how small suggestions add up - from room service during busy periods to spa treatments for early arrivals to local tour bookings that enhance guest experiences.
Let's say you are evaluating revenue awareness. Ask candidates to identify sales opportunities in everyday situations like check-in conversations, handling guest requests, or providing local information, showing they understand how service creates natural sales moments.
Present sales scenarios requiring revenue awareness, upselling capability, sales service skills, and hospitality sales awareness whilst testing service-oriented selling and sales service skills. Assess sales sophistication and revenue capability.
Common misunderstanding: Using obvious sales scenarios instead of integrated service situations
Asking candidates to "sell" specific services doesn't test real hotel sales skills. Effective reception sales happen naturally during service interactions - while solving problems, answering questions, or helping with arrangements. The best sales moments arise from genuine guest care.
Let's say you are designing sales tests. Create scenarios where sales opportunities emerge from guest service - like suggesting laundry services to business travellers, recommending dining options for dietary requirements, or offering transportation services for airport transfers.
Common misunderstanding: Avoiding complex sales situations
Some managers use simple sales questions because complex scenarios seem difficult to assess. But hotel receptionists handle sophisticated sales situations daily - from suggesting package deals for extended stays to coordinating group bookings with multiple service add-ons to managing corporate client relationships.
Let's say you are concerned about complex sales assessment. Remember that receptionists regularly identify high-value guests, suggest services that enhance experiences, coordinate with other departments for sales opportunities, and build relationships that drive repeat business. Test these advanced sales competencies.