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.
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 [when someone talks to a customer to explain a product or service and try to make the customer buy it.]
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Benefits of Upselling
Upselling is very good for both the hotel and the guests. It has many advantages if it is done in the right way.
Higher profitability – When the hotel offers extra services or better rooms, it can earn more money. The hotel does not need more guests to make more profit. For example, if a guest chooses a room with a better view or adds a breakfast package, the hotel earns extra money easily.
Better guest satisfaction – Guests can enjoy more comfort and better services. For example, if a guest takes a bigger room or a special service, they feel happy and well cared for. They can have a better experience during their stay.
Improved hotel image – A hotel that offers good options shows that it is professional and cares about its guests. Guests see the hotel as helpful, friendly, and focused on customer service. This creates a positive image for the hotel in their minds.
Employee motivation – Staff can feel motivated when they successfully upsell. They may get bonuses, commissions, or recognition for their good work. This makes them happy and more confident in helping guests.
When upselling is done well, guests often leave positive reviews online. They may say good things about the hotel, recommend it to friends, or return for another visit. This creates long-term benefits for the hotel.
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Common Mistakes to Avoid
Even though upselling is useful, there are some mistakes that staff should avoid. Bad upselling can make guests unhappy instead of happy.
Being too pushy – Guests do not like to feel forced. Staff should always offer extra services politely and respectfully. For example, they can suggest a better room or service, but they should not insist if the guest says no.
Offering the wrong product – Sometimes staff offer services that do not fit the guest’s needs. For example, offering a romantic package to a business traveler is not a good idea. Staff should think about what the guest really needs.
Overpromising – Staff should never promise things that the hotel cannot deliver. For example, saying a room has a beautiful sea view when it does not will make guests disappointed. Always be honest.
Bad timing – Timing is very important in upselling. Staff should not try to sell extras when the guest is tired, upset, or in a hurry to check out. Upselling should be done at the right moment, when the guest can consider the offer calmly.
Good upselling always feels like good service. Guests should feel that staff are helping them, not trying to sell too much. When done correctly, upselling improves the guest experience and makes their stay better.
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Dialogues
Background Information:
Sochea works at the front desk of a hotel. Today, a guest, Mr. Smith, arrives. Sochea wants to practice upselling politely—offering guests extra services, like a better room or breakfast—but she must avoid being too pushy.
Sochea: Good afternoon, sir. Welcome to Sunshine Hotel. Do you have a reservation?
Mr. Smith: Yes, I have a booking for one night. My name is Smith.
Sochea: Thank you, Mr. Smith. Let me check… Yes, I see your reservation for a standard room.
(Sochea thinks: Maybe I can offer him a better room, but I must be polite.)
Sochea: Mr. Smith, we also have a deluxe room with a beautiful view of the city. It costs only $20 more for one night. Would you like to see it?
Mr. Smith: Hmm… I think the standard room is fine.
Sochea: Of course, no problem! The standard room is very comfortable.
(Sochea does not insist. She smiles and continues politely.)
Sochea: By the way, we also offer breakfast for $10. It is very popular with our guests. Would you like to add breakfast to your stay?
Mr. Smith: No, thank you. I will not need breakfast.
Sochea: That’s perfectly fine, Mr. Smith. Your room is ready. Here is your key. I hope you enjoy your stay!
Explanation:
- Sochea offered extra services politely (deluxe room, breakfast).
- When Mr. Smith said no, she did not insist.
- This is good upselling because it is helpful, respectful, and friendly.
- Being too pushy could make Mr. Smith unhappy, but Sochea avoided this mistake.
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Background Information:
Sochea works at the front desk of a hotel. Today, a guest, Mr. Johnson, arrives for a business trip. Sochea wants to offer extra services but needs to think about what the guest really needs. Offering the wrong service can make guests unhappy.
Sochea: Good afternoon, sir. Welcome to Sunshine Hotel. Do you have a reservation?
Mr. Johnson: Yes, I have a booking for one night. My name is Johnson.
Sochea: Thank you, Mr. Johnson. Let me check… Yes, I see your reservation for a standard room.
(Sochea thinks: Maybe I can offer him an extra service, but I must choose carefully.)
Sochea: Mr. Johnson, we have a special festival dinner tonight with live music and traditional food. Would you like to join it?
Mr. Johnson: Oh… no, thank you. I am here for work, not for a festival.
Sochea: Ah, I understand. I am sorry. That service is not suitable for your stay.
Sochea: Instead, we have a quiet business room with a big desk and fast Wi-Fi. It costs only $15 more. Would you like to upgrade to this room?
Mr. Johnson: Yes, that sounds perfect. Thank you!
Explanation:
- Wrong product offered: Festival dinner for a business traveler. This is not useful for the guest.
- Correct action: Sochea listened and then suggested a service that fits the guest’s real needs (business room).
- Offering products that match the guest’s purpose makes upselling effective and keeps guests happy.
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Background Information:
Sochea works at the front desk of a hotel. Today, a guest, Mr. Johnson, arrives for a business trip. Sochea wants to offer extra services, but she makes a mistake by insisting on a service that does not fit the guest’s needs.
Sochea: Good afternoon, sir. Welcome to Sunshine Hotel. Do you have a reservation?
Mr. Johnson: Yes, I have a booking for one night. My name is Johnson.
Sochea: Thank you, Mr. Johnson. Let me check… Yes, I see your reservation for a standard room.
Sochea: Mr. Johnson, we have a special festival dinner tonight with live music and traditional food. It is very popular. You should join it!
Mr. Johnson: Oh… no, thank you. I am here for work.
Sochea: But it is a very nice experience! Almost all guests join the festival dinner. You really should come!
Mr. Johnson: No, I don’t want to. I need to work.
Sochea: Are you sure? It is a very special event. You will enjoy it a lot!
Mr. Johnson: (looking unhappy) Yes… I am sure. I don’t want to join.
Sochea: (realizes) Oh… okay. I am sorry.
Explanation:
- Mistake: Sochea was too pushy and insisted on a festival dinner that does not fit a business traveler’s purpose.
- Effect: Mr. Johnson feels uncomfortable and unhappy.
- Lesson: Upselling should match the guest’s needs and always be polite. If the guest says no, staff should stop insisting.
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Background Information:
Sochea works at the front desk of a hotel. A guest, Mr. Tan, arrives and asks about his room. Sochea wants to make him happy, but she overpromises. She says the room has a sea view but does not explain that the view is partially blocked by another hotel, so the guest misunderstands.
Sochea: Good afternoon, Mr. Tan. Welcome to Sunshine Hotel. Do you have a reservation?
Mr. Tan: Yes, I booked a standard room for two nights.
Sochea: Thank you. Let me check… Yes, here is your booking.
Sochea: Mr. Tan, your room is very nice. You can enjoy a beautiful sea view from your room.
Mr. Tan: Really? That’s wonderful! I was hoping to see the sea and beach from my window.
Sochea: Yes, of course!
(Later, Mr. Tan goes to his room and sees that he can only see small stretches of the beach and sea, while the rest of the view is blocked by another hotel. He feels disappointed.)
Mr. Tan: Excuse me! I thought my room has a sea view, but I can only see a little bit of the beach and sea. Most of the view is blocked.
Sochea: Oh… I am very sorry. I should have told you that the view is partially blocked by another hotel.
Explanation:
- Mistake: Sochea said “beautiful sea view” without explaining it is partially blocked.
- Effect: The guest feels misled and disappointed.
- Lesson: Always be honest and precise about room features. Never exaggerate. Even a small detail, like a partially blocked view, matters.
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Background Information:
Sochea works at the front desk of a hotel. Today, a guest, Ms. White, has just arrived after a long, exhausting bus journey. She looks tired and stressed. Sochea wants to offer extras, but the timing is not good, and the guest cannot think clearly.
Sochea: Welcome to Sunshine Hotel, Ms. White! How was your trip?
Ms. White: Very long… I am so tired.
Sochea: I understand. By the way, we have a special city tour this afternoon. You can see all the main sights and enjoy a boat ride. It costs only $40. Would you like to book it now?
Ms. White: Oh… I don’t think I can. I need to rest first.
Sochea: But it is a very nice tour! You should come!
Ms. White: (sighs) I said I am too tired. Please… I just want to rest.
Sochea: Okay… I am sorry. I just thought you might like it.
Explanation:
- Mistake: Sochea offered a tour immediately after the guest arrived, when she is tired and stressed.
- Effect: The guest feels pressured and unhappy.
- Lesson: Staff should choose the right moment to offer extras—when the guest is relaxed and can think calmly, not immediately after a long journey or stressful situation.
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