- guests leaving with happy memories and a reason to come back.
1. Definition
Upselling in the hotel business means offering guests an upgrade or an additional service that makes their stay better, more comfortable, or more enjoyable.
It is a sales technique that encourages guests to buy a higher-value product or service than they first chose.
The goal is to make both sides happy:
- The hotel earns more money.
- The guest receives better service and a more pleasant stay.
Example:
A guest books a standard room. The receptionist offers a deluxe room with a balcony and city view for a small extra charge. This is upselling.
Upselling focuses on quality improvement, not on selling more things — it’s about offering something better, not just more.
2. Goals of Upselling
Upselling has four main goals in the hotel industry:
- Increase revenue per guest
Upselling helps the hotel earn more money without increasing the number of guests.
For example, if 10 guests accept a $20 upgrade, that adds $200 extra revenue per day. - Enhance guest satisfaction and loyalty
Guests often enjoy the added comfort and service.
When they feel cared for and receive personal attention, they are more likely to return to the hotel. - Promote hotel facilities and services
Many guests do not know about all the services the hotel offers.
Upselling helps the hotel promote its restaurant, spa, tours, or other facilities. - Create a personalized guest experience
Upselling allows staff to offer products that fit the guest’s needs — for example, a romantic dinner for a couple, or a larger family room for parents with children.
3. Common Upselling Opportunities
Hotels can upsell in many ways. Here are the most common examples:
a) Room Upgrades
- Offer a better room category: from standard to deluxe or suite.
- Highlight the benefits: better view, balcony, bigger bed, or higher floor.
- Example: “For only $25 more per night, you can enjoy a deluxe room with a sea view and a larger bathroom.”
b) Meal Plans and Dining
- Offer meal options such as breakfast, half-board, or full-board.
- Suggest special dining experiences: rooftop dinner, candlelight meal, or buffet.
- Example: “Would you like to add our breakfast buffet for $10 per person? It includes fresh fruit, pastries, and hot dishes.”
c) Spa and Wellness Services
- Offer relaxing or beauty treatments like massage, facial, or body scrub.
- Suggest wellness packages for couples or families.
- Example: “We have a spa special today — 60-minute Thai massage for $25. Would you like to try it after check-in?”
d) Transportation and Tours
- Offer private airport transfer instead of shared shuttle.
- Suggest local tours, cultural experiences, or car rental.
- Example: “Would you prefer a private car to the airport tomorrow? It’s faster and more comfortable.”
e) Early Check-in or Late Check-out
- Offer guests more flexibility with time.
- Example: “Your flight is in the evening. Would you like to keep your room until 4 PM for an extra $15?”
f) In-room Amenities and Special Setups
- Offer flowers, cake, or decoration for birthdays, honeymoons, or anniversaries.
- Example: “Would you like us to prepare a romantic decoration with flowers and candles for your anniversary?”
g) Event or Meeting Packages
- For business guests, offer upgrades such as larger meeting rooms, coffee breaks, or special equipment.
4. When and How to Upsell
Upselling is most effective when done at the right time and in a polite, natural way.
Timing:
- Before arrival
- Upsell through booking confirmation emails, website pop-ups, or online check-in.
- Example: “Upgrade to a deluxe room now and save 10% before arrival.”
- At check-in
- This is the best time to upsell because guests are excited about their stay.
- Example: “Welcome to our hotel! For only $20 more, you can have a deluxe room with a balcony and a nice view.”
- During the stay
- Offer spa treatments, tours, or dining experiences.
- Example: “Would you like to book a relaxing massage this afternoon?”
- Before departure
- Offer loyalty program membership or a discount for the next stay.
- Example: “If you book your next visit now, you’ll receive 15% off.”
Techniques:
- Personalization
Know your guest. A family might prefer a large room; a couple may like a romantic dinner. - Benefit-focused language
Focus on what the guest gains, not what they pay.
Example: Instead of saying “It costs $20 more,” say “You will enjoy a beautiful view and a bigger room.” - Soft-sell approach
Be friendly and respectful, never pushy. The goal is to help, not to pressure. - Limited-time offers
Create a small sense of urgency.
Example: “We have only two deluxe rooms left at this special price.” - Training staff
Staff should know all services and how to present them naturally. Practice and role-play help build confidence.
5. Role of Staff
Upselling is not only for the reception desk. Every department can take part:
- Front Office: Offer room upgrades, transport, or late check-out.
- Restaurant and Bar (F&B): Offer meal plans, drinks, or desserts.
- Spa: Offer massages, packages, or beauty treatments.
- Concierge: Offer tours, shows, and local experiences.
All staff should:
- Listen to the guest carefully.
- Find the right opportunity.
- Offer politely and clearly.
- Respect the guest’s answer — even if it’s no.
6. Tools for Upselling
Hotels today use technology to make upselling easier and faster:
- PMS (Property Management System): Shows available rooms and upgrades in real time.
- CRM (Customer Relationship Management): Saves guest history and preferences.
- Upselling software: Systems like Oaky or Revinate send automatic upgrade offers before arrival.
- In-room tablets or apps: Allow guests to book spa, room service, or tours easily during their stay.
Technology helps hotels upsell politely and efficiently, even before the guest speaks to a staff member.
7. Benefits of Upselling
Upselling is good for both the hotel and the guest:
- Higher profitability – The hotel earns more without needing more guests.
- Better guest satisfaction – Guests enjoy more comfort and care.
- Improved hotel image – The hotel looks professional, helpful, and customer-focused.
- Employee motivation – Staff may receive commissions, bonuses, or recognition for successful upselling.
When upselling is done well, guests often say positive things online and return for another visit.
8. Common Mistakes to Avoid
Even though upselling is positive, there are some common mistakes to avoid:
- Being too pushy – Guests don’t like feeling forced. Always offer politely.
- Offering the wrong product – Example: offering a romantic package to a business traveler.
- Overpromising – Never promise something the hotel cannot deliver.
- Bad timing – Don’t upsell when guests are tired, angry, or checking out quickly.
Good upselling should always feel like good service, not like a sales pitch.
9. Example Scenario
A guest books a standard room for $80 per night.
At check-in, the receptionist smiles and says:
“Welcome to our hotel! For just $20 more, I can offer you a deluxe room with a balcony and a beautiful city view. It also includes free minibar and late check-out.”
If the guest accepts:
- The hotel earns $20 extra per night.
- The guest enjoys a more comfortable stay.
Both sides win — this is the perfect upselling result.
10. Summary
Upselling means offering better rooms, services, or experiences for a small extra cost.
It helps hotels to increase income and helps guests to enjoy their stay more.
Good upselling is always:
- Friendly – with a smile and polite attitude.
- Helpful – offering real benefits to the guest.
- Personalized – matching the guest’s needs.
- Natural – never too strong or pushy.
When hotel staff learn to upsell correctly, the hotel becomes more successful, and guests leave with happy memories and a reason to come back.
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🏨 Upselling Vocabulary for Hotel Staff
1. General Sales and Service Words
| Word / Phrase | Meaning | Example |
|---|---|---|
| Upselling | Offering a better room or service for extra cost | “Upselling helps guests enjoy their stay more.” |
| Upgrade | Move to a higher level or better option | “Would you like to upgrade to a deluxe room?” |
| Extra charge / Additional cost | Small amount of money added | “There’s an extra charge of $20 per night.” |
| Offer | Present something to the guest | “We can offer you a late check-out.” |
| Option / Choice | Something the guest can choose | “We have a few options for your room upgrade.” |
| Package / Deal / Special | Combined offer of services | “We have a romantic dinner package for couples.” |
| Discount / Promotion | Lower price for a limited time | “There’s a promotion on spa treatments today.” |
| Value / Benefit | Something good or useful | “You get more value with the full-board plan.” |
| Limited offer / Only today | Offer available for a short time | “This offer is available only today.” |
| Availability | When something is free or ready to use | “Let me check the availability of the deluxe room.” |
2. Rooms and Accommodation
| Word / Phrase | Meaning | Example |
|---|---|---|
| Room type / Room category | Level or style of room | “We have three room categories: standard, deluxe, and suite.” |
| Standard room | Basic room type | “You booked a standard room.” |
| Deluxe room | Higher room type with better features | “The deluxe room has a balcony and city view.” |
| Suite | Large, luxury room with living area | “Our suite includes a living room and a big bathtub.” |
| View | What you can see from the room | “The room has a sea view.” |
| Balcony / Terrace | Outdoor area connected to the room | “Would you like a room with a private balcony?” |
| Amenities | Extra items or services in a room | “Our deluxe rooms have extra amenities like minibar and bathrobes.” |
| Upgrade fee | Price difference between rooms | “The upgrade fee is $25 per night.” |
| Higher floor | Rooms located above others | “We can offer you a room on a higher floor.” |
| Complimentary | Free of charge | “You’ll get complimentary late check-out with this upgrade.” |
3. Food and Beverage (F&B)
| Word / Phrase | Meaning | Example |
|---|---|---|
| Meal plan | Prepaid food options | “Would you like to add breakfast to your room?” |
| Buffet / À la carte | All-you-can-eat vs menu service | “The breakfast buffet includes hot and cold dishes.” |
| Half-board / Full-board | Meals included (2 or 3 per day) | “You can upgrade to full-board for $25 more.” |
| Special dinner / Set menu | Fixed meal at special price | “Tonight we offer a candlelight dinner set menu.” |
| Beverage | Drink (soft drink or alcohol) | “Would you like a beverage with your meal?” |
| Fine dining / Rooftop restaurant | Elegant dining experience | “We have a fine dining rooftop restaurant with city views.” |
| Snack / Dessert / Appetizer | Small dishes | “Would you like to add a dessert to your order?” |
4. Spa and Wellness
| Word / Phrase | Meaning | Example |
|---|---|---|
| Massage / Treatment | Relaxing body service | “We have a special Thai massage today.” |
| Facial / Body scrub | Skin treatments | “Would you like to try our 60-minute facial?” |
| Wellness package | Combination of treatments | “Our wellness package includes massage and sauna.” |
| Relaxation / Stress relief | Feeling calm | “This massage helps with relaxation.” |
| Appointment / Booking | Reservation for spa service | “Would you like me to make a spa appointment for you?” |
| Availability | When the service is free | “We have availability this afternoon.” |
| Therapist | Person who gives the treatment | “Our therapist is very experienced.” |
5. Transportation and Tours
| Word / Phrase | Meaning | Example |
|---|---|---|
| Airport transfer / Shuttle | Transport to or from airport | “Would you prefer a private airport transfer?” |
| Private car / Driver | Vehicle just for one guest | “A private car is faster and more comfortable.” |
| City tour / Day tour | Guided trip | “We offer a full-day city tour tomorrow.” |
| Excursion / Experience | Short trip or activity | “Would you like to join our local village excursion?” |
| Pick-up time / Drop-off time | When guests are collected or returned | “Pick-up time is 8:30 AM.” |
| Local guide | Person showing places | “Our local guide speaks English and Thai.” |
6. Guest Time and Convenience
| Word / Phrase | Meaning | Example |
|---|---|---|
| Early check-in / Late check-out | Arrive or leave at flexible times | “You can check out at 4 PM for $15 extra.” |
| Flexible | Able to change or adjust | “We offer flexible check-out times.” |
| Extend stay | Stay longer | “Would you like to extend your stay by one night?” |
| Reservation / Booking | Plan made in advance | “Would you like to make a reservation for dinner?” |
| Cancellation policy | Rules about changing bookings | “Please note our 24-hour cancellation policy.” |
7. Guest Experience and Emotions
| Word / Phrase | Meaning | Example |
|---|---|---|
| Comfort / Relax / Enjoy | Feel good during stay | “The deluxe room offers more comfort and space.” |
| Romantic / Special / Memorable | Emotion-focused experiences | “We can prepare a romantic setup for your anniversary.” |
| Surprise / Celebration / Occasion | Happy event | “Would you like to surprise your partner with flowers?” |
| Personalized service | Tailored to guest needs | “We offer personalized experiences for every guest.” |
| Satisfaction / Happy guest | Feeling pleased | “We want all our guests to leave satisfied.” |
| Luxury / Premium | High quality | “Our suite offers a luxury experience with private jacuzzi.” |
8. Communication and Polite Phrases
| Phrase | Use |
|---|---|
| “Would you like to…” | Soft way to offer something |
| “May I suggest…” | Polite way to recommend |
| “Perhaps you’d enjoy…” | Gentle, non-pushy offer |
| “We have a special offer today…” | Introduce promotion |
| “You might be interested in…” | Suggest idea politely |
| “It includes…” | Explain benefits |
| “Only for an additional $…” | Mention small cost |
| “It’s a great value.” | Emphasize benefit |
| “You’ll really enjoy this.” | Encourage the guest |
| “No problem at all.” | Friendly reassurance |
| “Please take your time.” | Give space, no pressure |
| “That’s a wonderful choice.” | Encourage decision |
9. Technology and Systems
| Word / Phrase | Meaning | Example |
|---|---|---|
| PMS (Property Management System) | Software that manages rooms and reservations | “I’ll check the room availability in the PMS.” |
| CRM (Customer Relationship Management) | System to remember guest preferences | “Our CRM shows that you prefer higher floors.” |
| Tablet / App / Online booking | Digital tools | “You can upgrade your room using our hotel app.” |
| Automatic offer / Email offer | System upselling before arrival | “Guests receive an automatic upgrade offer by email.” |
10. Staff and Motivation Words
| Word / Phrase | Meaning | Example |
|---|---|---|
| Commission / Bonus | Extra money for good performance | “Staff receive a small commission for successful upselling.” |
| Target / Goal | Aim for performance | “Our goal is to increase upgrades this month.” |
| Teamwork | Working together | “Upselling works best when all staff cooperate.” |
| Confidence | Believing in yourself | “Speak with confidence when offering upgrades.” |
| Training / Practice | Learning and improving | “We have upselling training every Friday.” |
⭐ Useful Sentence Starters for Upselling
- “Would you like to…?”
- “May I recommend…?”
- “We have a special offer for…”
- “For just a little extra, you can enjoy…”
- “Many guests prefer…”
- “It comes with…”
- “You’ll receive complimentary…”
- “It’s a great way to make your stay more comfortable.”
- “If you’d like, I can arrange that for you.”
- “You can take advantage of our special rate today.”
💬 Mini Practice
Exercise 1: Match the guest type to an offer.
- Couple → ?
- Family → ?
- Business traveler → ?
Exercise 2: Practice polite offers.
Say the same idea politely:
✅ “For only $20 more, you can enjoy a bigger room with a nice view.”
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“You pay $20 more and get a bigger room.”
✅ “For only $20 more, you can enjoy a bigger room with a nice view.”
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A list uf useful vocabulary