Pearson New International Edition International pcl tp indd 1

guest program for hotel guests. The eight-step training process presented in Fig-
ure 11 also applies to group training.
FRONT OFFICE SEMANTICS
Upsell:
Tactic used to increase the hotel’s average daily rate by inviting guests to rent a higher-priced
room with better and/or more amenities (e.g., view, complimentary breakfast, and newspaper) than pro-
vided with a lower-priced room.
Frequent-guest program:
Promotional effort administered by a hotel brand that rewards travelers each
time they stay at that specific brand’s affiliated hotels. Typical rewards include free-night stays, room
upgrades, and complimentary hotel services.