Complete Sales Scripts

The Hotel Growth System — Clozo Academy Proprietary Curriculum

These scripts are designed for immediate use by hotel owners, general managers, front desk staff, and sales teams. Adapt the language to match your property's voice and your team's personality.

Script 1.1: The Upgrade Offer at Check-In

Context: Guest has booked a standard room. A premium room is available. You want to offer an upgrade that feels like a service, not a sale.

Script:

"Welcome to [Property Name], [Guest Name]. We have you in a [Room Category] tonight, and everything is ready for you. I do have some wonderful news — we have a beautiful [Upgrade Room] available with [specific benefit: a private terrace/city view/fireplace]. I can offer you an upgrade for just $[amount] tonight. That is normally $[higher amount] more. Would you like to see it?"

Key phrases:

If they hesitate: "No pressure at all. I just wanted to offer since we have it available. Either way, you are going to love your room."

Script 1.2: The Direct Rebooking Conversation at Checkout

Context: Guest is checking out after an OTA booking. You want to encourage them to book direct next time.

Script:

"[Guest Name], it has been such a pleasure having you with us. I hope everything was wonderful. Before you go, I wanted to share a little secret with you. If you book directly through our website next time, we always include [perk: complimentary breakfast/late checkout/parking/welcome amenity] that you do not get through third-party sites. And you always get our best rate — guaranteed. Here is a card with our website and a code for [discount percentage] off your next stay. We would love to welcome you back."

Key phrases:

Script 1.3: The Add-On Offer During Booking (Phone)

Context: Guest calls to book a room. Before confirming, you offer relevant add-ons.

Script:

"Perfect, I have your reservation for [dates] in a [room type]. Now, a lot of our guests who stay with us for [occasion] also add [add-on 1: champagne on arrival] for $[price] and [add-on 2: breakfast package] for $[price]. It saves you time on arrival and the breakfast here is genuinely something special. Would you like me to add either of those to your reservation?"

Key phrases:

Script 1.4: The Loyalty Program Enrollment

Context: Guest is checking in or out. You want to enroll them in your loyalty program.

Script:

"[Guest Name], are you a member of our [Program Name] yet? It is completely free, and starting with your very next stay, you save 10% every time you book direct with us. Plus you get [perk: late checkout/room upgrades/welcome amenity]. It takes about 30 seconds to join. May I sign you up?"

If they say yes: "Wonderful. I just need your email and phone number. You will receive your membership confirmation within minutes, along with your first discount code."

If they say no: "No problem at all. I will leave a card in your room in case you change your mind. The savings start immediately whenever you are ready."

Script 1.5: Handling a Guest Complaint in Person

Context: Guest approaches the front desk with a complaint.

Script:

"I am so sorry to hear that, [Guest Name]. Thank you for letting me know. Let me make this right immediately. [Specific action: I am moving you to a different room right now / I am sending maintenance up immediately / I am comping your breakfast this morning]. I will also have [manager/yourself] follow up with you within the hour to make sure everything is perfect. Is there anything else I can do to make the rest of your stay exceptional?"

Rules:

Script 2.1: The Wedding Inquiry Response (Phone)

Context: A bride or event planner calls to inquire about a wedding venue.

Script:

"Congratulations on your engagement! I would be absolutely thrilled to help you plan the most beautiful day. To make sure I create the perfect proposal for you, may I ask a few quick questions? [Ask: date, guest count, ceremony vs. reception vs. both, budget range, have they seen the venue?] Wonderful. Based on what you have shared, I think our [package name] would be perfect for you. It includes [2-3 key inclusions]. I am going to put together a custom proposal and send it to you within 2 hours. Would you also like to schedule a private tour this week? We have availability on [day] at [time] or [day] at [time]."

Key phrases:

Script 2.2: The Corporate Direct Contract Pitch

Context: You are meeting with a corporate travel manager or office administrator.

Script:

"Thank you for taking the time to meet with me. I know you have lots of options for your team's travel, so I will be direct. We have created a corporate direct program specifically for companies like yours. Here is what it includes: a guaranteed rate 12% below our best available rate, complimentary breakfast for every guest, free WiFi and parking, express check-in, and a dedicated reservations line. No OTAs, no commissions, no hassle. Your team books direct through a private portal we set up for you. I just need 10 minutes to show you how it works, and I can have your portal live this week. Would that be valuable?"

Key phrases:

Script 2.3: The Partnership Outreach (Email)

Context: Reaching out to a local business to propose a partnership.

Subject: Partnership opportunity — [Your Property] x [Their Business]

Script:

"Hi [Name],

I am [Your Name], the [title] at [Property Name], a [description] boutique hotel here in [City]. We host [X guests per month] who are constantly asking us for recommendations for [their type of business: restaurants, activities, experiences].

I have been following [Their Business] and love what you are doing with [specific detail]. I think our guests would be absolutely thrilled with your [offering].

I would love to explore a partnership where we refer our guests to you and potentially create a co-branded experience package together. We have had great success with similar partnerships, and I think there is real mutual benefit here.

Would you be open to a brief coffee meeting next week? I am free [day] or [day] around [time].

Looking forward to connecting,

[Your Name]"

Script 2.4: The Group Booking Follow-Up

Context: You sent a proposal and have not heard back in 5 days.

Subject: Following up — your [event type] at [Property Name]

Script:

"Hi [Name],

I wanted to follow up on the proposal I sent for your [event type] on [date]. I know you are probably weighing options, and I completely understand.

I did want to let you know that we have received another inquiry for [date or nearby date], so I wanted to check in before I need to release the hold on your preferred date.

I would love to answer any questions you have or adjust the proposal based on your feedback. Would a quick 10-minute call work for you this week?

Best,

[Your Name]"

Key phrases:

Script 3.1: The Email Subject Line Formula

Templates (fill in the blanks):

Script 3.2: The Flash Sale SMS

Context: You have last-minute availability and want to drive bookings fast.

Script:

"FLASH SALE: This weekend only — 25% off all rooms at [Property]. Book by midnight: [link]. Reply STOP to opt out."

Variations:

Rules:

Script 3.3: The Review Request (In-Person)

Context: Guest is checking out after a clearly positive stay.

Script:

"[Guest Name], it has been such a pleasure hosting you. I am so glad you enjoyed [specific detail they mentioned]. If you have a moment after you leave, would you share your experience on Google? Your feedback helps other travelers discover us. I will send you a link in your checkout email, and it honestly takes just 60 seconds. It would mean the world to us."

Key phrases:

Script 3.4: The Social Media Caption Templates

Template 1: Behind the Scenes

"[Day of week] mornings at [Property] look a little like this. [Staff member] is [activity], the [food/drink] is being [prepared/served], and the [weather/scene] is absolutely [adjective]. There is no place we would rather be. How about you? #[brandedhashtag] #[city] #[propertytype]"

Template 2: Guest Feature

"[First Name] and [partner/family] celebrated [occasion] with us last weekend, and we are still smiling about it. ' [Short quote from guest],' they told us. Moments like these are why we do what we do. Thank you for letting us be part of your story, [First Name]. #[brandedhashtag]"

Template 3: Local Guide

"The [number] best [category: coffee shops/hidden gems/hiking trails] in [City], according to our team (who actually live here): [List]. Save this for your next visit. Which one is your favorite? Tell us below. #[city] #localguide #[brandedhashtag]"

Template 4: Package Promotion

"Introducing the [Package Name]: [transformation-focused description]. Includes [3-4 key inclusions]. Available [dates]. Book at [link] or call [phone]. Only [number] packages available per week. #[brandedhashtag] #[city]"

Script 4.1: The Daily Huddle (10 Minutes)

Facilitator: General Manager or Front Office Manager

Attendees: Front desk, housekeeping lead, F&B lead, maintenance

Script:

"Good morning, team. Let us run through today quickly. We have [number] check-ins today and [number] check-outs. Our VIP arrivals are [names/occasions]. Housekeeping, any room holds or maintenance flags? F&B, what is the special today? Front desk, any guest requests to note? One revenue opportunity for today: [specific focus — upgrade a specific room, promote a package, etc.]. Let us make it a great day."

Script 4.2: The Guest Preference Capture

Context: During check-in conversation, capturing a preference for future stays.

Script:

"[Guest Name], while I have you — is there anything that would make your stay absolutely perfect? Room temperature preference? Pillow type? A specific view? We want to remember everything so your next stay is even better."

After they share: "Perfect, I have noted that in your profile. Welcome home."

Script 4.3: The Emergency/Problem Communication

Context: There is a significant issue (power outage, water problem, overbooking).

Script (to guest):

"[Guest Name], I need to speak with you about something important. We have encountered [brief, honest description of the issue]. I am personally handling this, and here is exactly what we are doing: [specific action plan]. In addition, I would like to offer you [specific compensation: room move, comp night, property credit, future stay voucher]. I sincerely apologize for this inconvenience, and I am committed to making the rest of your stay flawless."

Rules:

Script 5.1: The Pricing Adjustment Conversation (Internal)

Context: Weekly pricing review with the revenue team (or yourself).

Script:

"Let us review the week ahead. [Day 1]: We are at [X]% booked [X] days out. That is [above/below/on] pace. Action: [raise/hold/lower] rate to $[new rate]. [Day 2]: We have [X] rooms left and a [local event] driving demand. Action: raise rate to $[new rate] and apply [X]-night minimum. [Day 3]: We are behind pace. Action: launch a targeted promotion for [segment] and lower rate by [X]%. Any questions or concerns?"

Script 5.2: The Rate Parity Call (To OTA)

Context: An OTA is displaying a rate lower than your direct rate.

Script:

"Hi, this is [Name] from [Property Name]. I am calling about a parity issue. Our [room type] is listed on your platform at $[rate], which is lower than our direct rate of $[rate]. Our contract requires rate parity. Could you please investigate and adjust the listing? Our BAR is $[rate] for those dates. I have also sent an email with screenshots. Thank you for your help resolving this."

Adapt these scripts to your property's voice. Train your team on 2-3 scripts per week. Role-play during staff meetings. The properties that execute these conversations consistently see measurable revenue improvements within 30 days.

Clozo Academy Proprietary Curriculum — The Hotel Growth System