Guests of hotels and resorts at the top end of the hospitality range of properties are being under-serviced. The impact is felt directly on the top line of sales and potentially indirectly through return visits.

The under-servicing is manifested at the organisation level through low levels of up-selling and cross-selling. Most hospitality staff do not see the value in cross-selling and up-selling for themselves or for their guests.

However, research by The Forum Corporation of North America confirmed that 88% of customers value being advised on products and services that better meet their needs. Further, 73% are interested in hearing about new products and services and 42 percent buy “sometimes” or “frequently”

The hospitality industry more than any other, has segments which desire to have their wants satisfied as well as their needs and appreciate an appropriate cross-sell or up-sell.

Guests using four star and five star resorts and hotels consist of three basic segments:

- Leisure (tourist) guests

- Conference guests and

- Business guests

The needs and wants of the guests in each case go beyond the provision of somewhere to sleep, somewhere to eat and somewhere to conduct meetings.

Leisure guests at a resort or hotel clearly want to spend time away from their normal environment. Otherwise why would they come? They need good accommodation, pleasant staff, a variety of food experiences and efficient and effective service.

They want, however, to experience many different things which can be retained as a pleasant memory to be recounted amongst friends and family. For leisure guests a stay at a resort or hotel is not just about relaxing but about bragging rights which build their self esteem. They may want, for example, to have a dining experience that is significantly different from anything they would get at home.

Except for reservations staff and some front office staff, hotel and resort staff do not know enough about the services the property they work in provides to be able to advise leisure guests about the services that are available.

Similarly, conference guests need efficient handling of their conference sessions. Audiovisual must work first time, every time. Refreshments must be available at the time of a break commencing. An ability to be flexible in meeting changed break requirements is very desirable. Planned excursions and events must be executed smoothly.

Individual conference guests, however, often have further wants. Guests may want an upgrade in the wine package that is served with dinner. Guests as individuals may want, but be unaware of, the facility to provide a massage. Guests may want to play a round of golf after the conference is completed.

Most staff at a resort/hotel do not bring to the attention of a conference guest extra services that are available. Sometimes this is fuelled by a fear of doing the wrong thing by the conference organiser.

Conference organisers will have established rules about what is allowable as an expense or not. However, staff should not feel precluded from informing conference guests about the services provided by the resort/hotel.

The decision by conference guests to use other services is separate to being informed about their availability.

Business guests have needs and wants somewhat of a combination of a leisure guest and a conference guest, with some additional needs attributable to carrying on their daily business whilst out of the office, often in another state or country.

Once again, however, most staff in a hotel/resort do not know enough about the property’s services to be able to cross-sell or-up sell to guests from the entire range of segments.

In addition to not knowing enough about the products and services that the hotel/resort sells, hospitality staff generally have two further barriers to cross-selling and up-selling.

They believe that guests do not want to be sold the services.
Most hotel and resort staff either come from a backgrounds or are of an age where attending four and five star resorts/hotels for an extended visit is not within their financial reach.

Staff will judge what a guest wants or needs based on their own background. In doing so, they determine that guests will not want to buy before trying to sell.

They do not know how to cross-sell and up-sell
Cross-selling is not difficult, but does have two basic principles supported by research.

Those principles are:

- Satisfy the guest’s initial request for service

- Only cross-sell products and services related to the guest’s needs established by sing probing questions during their initial request for service

- Focus on the guest needs describing how the additional product or service will benefit them

To improve the perception of customer service, top line sales and bottom line profits, hospitality staff need to be proactively trained in and tested on the:

- Products and services of the property,

- Asking probing questions

- Servicing the needs and wants of the segments attending the property and,

- Cross-selling of products and services


Generally regarded as the best hotel in the North near Manila as well as the top beach resort in Clark, Clearwater maintains a consistent standard with respect to products and services. This hotel in Pampanga may not be a 5-star resort but visitors from Manila going to Angeles City and Clark Freeport regard Clearwater as the number one location for family outings as well as the best event venue for company outings, weddings and other events.

Comparison of crime rates between Philippines Angeles City and Clark Pampanga sheds light on the difference between the twin cities of Pampanga. Regular guests of Angeles City Hotels begin to migrate on base into hotels inside Clark Philippines not only for peace and quiet but peace of mind and a sense of safety and security.

Where to go in Clark? Hotel Clark Philippines is a De Luxe Hotel in Clark and Subic, a risk free place to stay, cozy and nice ambience, a nice function place for special occassion

You might want to check also the Yats Restaurant is the best restaurant for special dinner, best restaurant for dinner with friends near Manila, also the best place to celebrate special events.

Are you looking for an attractive restaurant or a nice place to eat with friends in Clark, Angeles City Pampanga? Yats Restaurant and Wine Bar is a restaurant with good food and good wines for dinner located at Clark Angeles City Pampanga. Perfect for exclusive dinner venues for groups, recommended for private dinner in Philippines. A Restaurant in Clark for business dinner meeting. Private dinner place or dinner restaurant in Clark Subic Near Manila Angeles City Pampanga. Yats Restaurant is one of the Good Restaurant in Pampanga Angeles City Clark near Manila.

Famous Restaurant in Pampanga, a place to dine with friends in Clark, cozy restaurant with a nice ambience, a nice function place for special occassions

The beach resorts, leisure parks and vacation hotels in Clark Pampanga offer a unique ambience that supports a laidback relaxing lifestyle. Many visitors travel north to Clark Pampanga from Manila to unwind and relax in these resorts. It is one of North Luzon Philippines’ top hotels that is trouble free, risk free, and a nice place to have rest in Subic. A well-recognized and interesting hotel.

To many visitors from Manila, a good hotel in Pampanga must be located in a city that is safe, clean and not so noisy. This hotel in Clark Philippines really fits those criteria. The location is convenient for visitors to go out of town from Manila in a short getaway with family and friends traveling north to Angeles City Clark Pampanga. Traffic along the North Expressway NLEX is always light and the new Subic Tarlac Clark Expressway ScTex takes visitors straight into Clark Freeport without going through any towns and cities along the way.

Guests enjoy spending time relaxing at Frolic Garden of this hotel in Clark Pampanga. There is a special feeling in this hotel in Clark Philippines makes you slow down and enjoy the ambience. Children like playing in the Family Cove of this Clark resort hotel. Hotel guests prefer Clark over Angeles City, Subic or hotel in Manila. This hotel in Clark Philippines has style and character. Guests often come back again to relax and enjoy the beautiful ambience of this hotel in Clark Pampanga.

To inquire with the beach resort hotel in Clark Pampanga visit

Hotel Clark Philippines
Creekside Road corner of Centennial Road,
Central Business District, Clark Freeport Zone,
Pampanga, Philippines 2023

Tel: (045)599-5949 0917-520-4403 0922-870-5177

Manila Sales Office
3003C East Tower, Phil Stock Exchange Center,
Exchange Rd Ortigas Metro Manila, Philippines 1605
(632) 637-5019 0917-520-4393 Rea or Chay


Getting to this hotel in Clark Philippines
After entering Clark Freeport from Subic, Manila, Dau and Angeles City, proceed straight along Clark’s main highway MA Roxas, passing Clark’s largest wine shop called Clark Wine Center on your right, continue to bear right making no turns at all, go past Mimosa Leisure Estate on the opposite side of the road, you will hit a major intersection. Go straight and the road becomes Creekside Road. YATS Clearwater Resort and Country Club is on your right just 200m down. Traffic in Clark Philippines is light so it should be quite easy for get to this hotel in Clark Philippines.

YATS Leisure Philippines is a HK-based developer and operator of clubs, resorts and high-class restaurants and wine outlets

To inquire with the beach resort hotel in Clark Pampanga visit

Looking for a party venue in town?
Clearwater Resort and Country Club is one of the ideal venues for birthday party because it is a risk free venue. Not only Birthday Parties but also a good place to enjoy family reunion. A good place to celebrate special occasions. Clearwater Resort and Country Club is one of the resorts in Subic Clark Angeles City Pampanga or near Manila with activity amenities, place that are nice for celebration.