🏨 Upselling in the hotel business – role of staff, part 5/6 (A2)🏨

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:

1. Listen to the guest carefully.
2. Find the right opportunity.
3. Offer politely and clearly.
4. Respect the guest’s answer — even if it’s no.

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Upselling is not only for the reception desk.
Every department can help guests have a better stay and also make more money for the hotel.

Front Office (Reception):

• Offer room upgrades: For example, from a standard room to a sea-view room.
• Offer transport services: For example, a taxi to the airport or a private transfer.
• Offer late check-out: For example, let the guest stay until 2 PM instead of 12 PM.

Restaurant and Bar (F&B):

• Offer meal plans: For example, breakfast included or full board.
• Offer drinks: For example, a special cocktail or a bottle of wine.
• Offer desserts: For example, a chocolate cake or ice cream.
• Offer special menus: For example, a chef’s special or a tasting menu.

Spa:

• Offer massages: For example, a full-body massage or a foot massage.
• Offer packages: For example, a spa day with massage, facial, and sauna.
• Offer beauty treatments: For example, manicure, pedicure, or facial.

Concierge:

• Offer tours: For example, city tour, boat tour, or countryside tour.
• Offer shows or events: For example, theatre tickets or concerts.
• Offer local experiences: For example, cooking class, local market visit, or temple visit.

All staff should:

1. Listen carefully to the guest. Understand what they want.
2. Find the right moment to offer something. For example, after the guest books a room, or when they ask about activities.
3. Offer politely and clearly. For example, “Would you like to try our special massage today?”
4. Respect the guest’s answer. If the guest says no, say: “No problem, maybe next time.”

Tips for upselling:

• Always smile and be friendly.
• Offer something that fits the guest’s needs. For example, don’t offer a spa package to someone in a hurry.
• Give options, but don’t push. For example, “You can choose between a sea-view room or a room with balcony. Which do you like?”
• Keep your language simple and polite.

Examples:

• Reception: “Your room can be upgraded to a suite for only $20 extra. Would you like this?”
• Restaurant: “Would you like to try our chocolate dessert today? It is very popular.”
• Spa: “We have a special package with massage and facial. Would you like to book it?”
• Concierge: “There is a local cooking class this afternoon. Do you want to join?”

Remember: Upselling is not about forcing guests. It is about helping them enjoy their stay more.

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