업셀링 서비스교육이 직무만족과 호텔의 재무적성과에 미치는 영향 -인센티브제도의 조절효과을 중심으로

The purpose of this study is to maximize the hotel revenue by conducting upselling training which should be performed efficiently and effectively in the competitive hotel industry. Besides, it is executed that upselling training as a independent variable has an impact on job satisfaction & financial performance by using incentive as moderating effect. Respondents are divided into two groups by Rooms and F&B divisions only due to the opportunity contacting the guests. Actually revenue generating by upselling training is required to have two factors, financial incentive for individual and social compensation such as compliment & honor together. Therefore employees will be encouraged & motivated effectively to participate in upselling program. however, before launching this program, standardized & objective compensation system should be installed in case of financial incentive and social compensation as well will not be successful without management's efforts. Therefore, in order to fulfill upselling program successfully, hotels should throughly investigate fairly reward system and show management's concern.