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.
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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:
- Listen carefully to the guest. Understand what they want.
- Find the right moment to offer something. For example, after the guest books a room, or when they ask about activities.
- Offer politely and clearly. For example, “Would you like to try our special massage today?”
- 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.