Boost hotel revenue & guest satisfaction with front desk upselling. Learn AI-driven strategies, proven techniques & staff incentives to maximize upsell success
Boost hotel revenue & guest satisfaction with front desk upselling. Learn AI-driven strategies, proven techniques & staff incentives to maximize upsell success
This hotel front desk upselling makes your check-in process a revenue machine. Your front desk staff could drive 10-30% more revenues to the hotel while increasing memorable guest experiences.
This blueprint shares successful front desk upselling tactics, scripts, and training techniques, for converting every guest conversation to revenue on the behalf of your hotel.
Hotel front desk up-selling occurs when customers are offered room upgrades, better quality services or add-ons upon check-in. Front desk agents offer better alternatives that add value to the stay and boost hotel revenue.
The secret of successful front desk upselling is the timing and personalization -effective front desk upselling differs a lot from sales as it’s all about the timing and personalization. You get guests when they are most impressionable — when they are thrilled to be there and willing to spend.
Your front desk upselling system could add 10 – 15% increase to the revenue per available room (RevPAR) without costly marketing or ad spend. Your hotel guests are already committed to staying at your hotel.
In-person engagements are 5-9 times better than pre-arrival upselling email. Your front desk team can experience how guests react, fine-tune on the fly and build relationships.
A personalized hotel upsell always feels like terrific service, not like someone’s trying to hard-sell. Well, guests who are upgraded with relevant products leave good reviews and are likely to return as customers in the future.
Incentive programs that are well-structured can also make nudging upselling a fun thing for your team to do. Employees are free to charm and amaze guests, while adding to their paycheques.
Standard front desk upsell is based on a script and designed offer. Staff pitch random upgrades unguided by guest data or strategy.
As a result of this method — erratic outcomes and pissed-off teams. It matters, but a lot of hotels throw out upselling as something that feels pushy and doesn’t work.
Today when a front desk tries to upsell, the internet, guest history and technology enable them to make it a more personal offer. AI-enabled hotel upselling softwares recommend relevant upgrades according to booking history, preferences and purpose of stay.
Key improvements include:
According to studies businesses using AI can increase their conversion rate by 35%. Guests are more likely to accept an offer that is personalized and well-timed, rather than a one-size-fits-all sales pitch.
Craft comprehensive guest personas through booking history, demographics, and preferences. Different parts of the list react to different hotel upsell offers:
Assign an up-selling leader from your front desk manager/senior agent. This person will:
“The best things should really make guests say, ‘Yeah, I do want that’: Design packages that actually offer something of value to guests:
Teach your team on guest psychology, how to sell, and be amazing at product education. Develop an incentive plan to compensate an upsell program with commissions and bonuses, or public recognition.
Adopt or integrate upselling software with your property management system. This helps automate offer recommendations, monitors performance and controls incentive payouts.
Do not even hint that the room or service your guest prebooked was not sufficient. First confirm what a fabulous choice they made, then suggest upgrades.
Example: "You chose our standard room - smart, experienced choice. I’m pleased to tell you that we have a deluxe room with a private balcony and city view.”
State what the extra cost is, not the entire price. This makes it feels like upgrades are both cheap and affordable.
Instead, say: "The suite is $300 per night" Say: "For only $50 more per night you can stay in our luxurious suite with a private balcony."
Emphasise what guests get for the extra money. Be benefits based, not features based.
Example: "For an extra $40, receive breakfast for two, plus late checkout at 4 p.m. and free access to your minibar - an $80 value"
Refer to scarcity to prompt on-the-spot decisions without coming across as pushy.
For example: "I've got one sky suite remaining -- with a sea view. Its our most popular room and ends up booking weeks out.”
Uncover causes for celebration that lie in answering easy questions.
Questions to Ask:
Bundling your services can help build perceived value and conversion.
Example: "Our Valentine's package features room upgrade, bottle of champagne, late check-out and dinner for two - just $120 more"
Offer three tiers: basic, midrange and premium. The middle option is what’s chosen by most guests.
Structure:
Leverage booking history and preferences to offer relevant upgrades.
Examples:
Sell the feeling and the benefit not the room spec.
Don’t Say: “The suite offers 600 square feet and one king bed” Say: “Picture sinking into your private living space after a day of discovery in the city, plenty of space to spread out and relax”
If guests pass on one idea, then provide options or plant seeds for future endeavors.
Example: "No problem! I'll jot down that you're willing to do spa services. "Our concierge can assist with booking treatments during your stay should you change your mind."
Also Read: Hotel upselling strategies that drive hotel revenue in 2025
"Good evening, Mr. Johnson! Welcome to [Hotel Name]. I note that you are booked into our classic room – you won't regret it.
Oh, I forgot to tell you that we have one deluxe room available for skyline view. It’s only $35 more a night, for additional space, a seating area, and the best sunrise views in the hotel. It’s the favorite room of many guests, they tell us. Do you want to look at some photos?"
" I hope everything is going well for you while staying with us! What are you doing for dinner tonight?
Our chef has just introduced a new seasonal menu, and the feedback has been fantastic. I can book you a table at our Gourmet Restaurant. We’ve got a wine pairing to go with it for the ultimate menu accompaniment. Do you want me to describe tonight's specials for you?"
"I see you're here for three lovely nights - what a lovely stay!
Have you heard about our spa? It's an award winner! We have a couples massage special that includes champagne and access to our private relaxation suite. The bistro is very popular with diners marking an occasion. We hear from many couples that it’s one of the highlights of their stay. Would you like more information?"
I see you’re checking out tomorrow. How have you been liking your stay till now?
As you are departing on Sunday, I would like to extend to you our late checkout lure. You wouldn’t have to scramble out by 11 AM — you could sleep until 3 PM for only $25. That means you can still enjoy breakfast, take one last dip in the pool or even sleep in. Did you want to benefit from your schedule like that?”
Workshop 1-2: Upselling mindset and product knowledge
Days 3-4: Sales tips and communication skills
Day 5-7: Role-playing and practice
Address common concerns about upselling:
Also read: Hotel upselling ideas for every hotel category
What is Daily Upsell Dashboard.BHP Daily upsell dashboard lets you track:
Hold brief team meetings to:
Your hotel upsell software needs to integrate with:
Hotels typically see:
Problem: Business travelers and newlyweds get the same offer Solution: Let your data guide each offer
Issue: Not making the most of dining, spa or activity up-sells Solution: Educate staff on the hotel's full offering of services and amenities
Issue: Pushing also-hardupsellsat busy check-in times Solution: Identify the slots for timing and apply technology
Problem: Discomfort agents shy away from upselling Solution: Invest in training and ongoing coaching
Problem: Can't quantify success or pinpoint areas for development Solution: Put tracking systems in place and conduct routine performance reviews
Summer: Pool cabanas, outdoor dining, activity packages Winter: Spa packages, in-room dining, extended stays Holidays: Celebration packages, special events, family amenities
Investigate what your competition offers and make packages that are even better. Sell your upgrades as a better value than local hotels.
Collaborate with housekeeping, food & beverage, and spa teams on creating packages that are mutually beneficial to all departments.
Leverage enhancements to address any issues in delivery and change negative experiences into positive results.
Also read: Hotel Upselling Techniques
Predict: AI will predict what our guests are going to prefer, and recommend the best upsell offers in real time. Machine learning will increase conversion rates by examining which patterns that worked out well.
Personal upgrade offers will be sent to guests' mobile devices upon check-in. Upselling will become streamlined with reliance on QR codes and mobile payments.
Voice assistants and smart speakers will make upselling part of a natural conversation interface.
Sophisticated analytics will help you recognize upsell possibilities before guests arrive to achieve pre-arrival personalization.
Concentrate on these low effort, high impact upsells:
Over time, with the experience and confidence your front desk possesses, upselling will work more often. Begin with easy offers and work up to more complicated ones.
The key is consistency. Anytime you interact with a guest, you have a chance to make your experience better and to increase your sales.
Keep in mind, successful front desk upselling is a win-win-win situation: guests enjoy a better experience, staff enjoys the extra $1 $2 $3 in their pocket, and you're enjoying the more profitable hotel.
Begin implementing these tactics today and you'll see your front desk go from being a resource drain to a coupon machine and improved guest satisfaction.
Front desk upselling is not only about growing revenue — it’s about creating the most unforgettable guest experiences. When it’s right, it’s a thing of effortlessness, a thing of profit-driving surprise and delight.
Ready to transform your front desk into a profit center? Put these tactics into action and your hotel’s revenue and guest satisfaction will thank you!
Boost hotel revenue & guest satisfaction with front desk upselling. Learn AI-driven strategies, proven techniques & staff incentives to maximize upsell success
This hotel front desk upselling makes your check-in process a revenue machine. Your front desk staff could drive 10-30% more revenues to the hotel while increasing memorable guest experiences.
This blueprint shares successful front desk upselling tactics, scripts, and training techniques, for converting every guest conversation to revenue on the behalf of your hotel.
Hotel front desk up-selling occurs when customers are offered room upgrades, better quality services or add-ons upon check-in. Front desk agents offer better alternatives that add value to the stay and boost hotel revenue.
The secret of successful front desk upselling is the timing and personalization -effective front desk upselling differs a lot from sales as it’s all about the timing and personalization. You get guests when they are most impressionable — when they are thrilled to be there and willing to spend.
Your front desk upselling system could add 10 – 15% increase to the revenue per available room (RevPAR) without costly marketing or ad spend. Your hotel guests are already committed to staying at your hotel.
In-person engagements are 5-9 times better than pre-arrival upselling email. Your front desk team can experience how guests react, fine-tune on the fly and build relationships.
A personalized hotel upsell always feels like terrific service, not like someone’s trying to hard-sell. Well, guests who are upgraded with relevant products leave good reviews and are likely to return as customers in the future.
Incentive programs that are well-structured can also make nudging upselling a fun thing for your team to do. Employees are free to charm and amaze guests, while adding to their paycheques.
Standard front desk upsell is based on a script and designed offer. Staff pitch random upgrades unguided by guest data or strategy.
As a result of this method — erratic outcomes and pissed-off teams. It matters, but a lot of hotels throw out upselling as something that feels pushy and doesn’t work.
Today when a front desk tries to upsell, the internet, guest history and technology enable them to make it a more personal offer. AI-enabled hotel upselling softwares recommend relevant upgrades according to booking history, preferences and purpose of stay.
Key improvements include:
According to studies businesses using AI can increase their conversion rate by 35%. Guests are more likely to accept an offer that is personalized and well-timed, rather than a one-size-fits-all sales pitch.
Craft comprehensive guest personas through booking history, demographics, and preferences. Different parts of the list react to different hotel upsell offers:
Assign an up-selling leader from your front desk manager/senior agent. This person will:
“The best things should really make guests say, ‘Yeah, I do want that’: Design packages that actually offer something of value to guests:
Teach your team on guest psychology, how to sell, and be amazing at product education. Develop an incentive plan to compensate an upsell program with commissions and bonuses, or public recognition.
Adopt or integrate upselling software with your property management system. This helps automate offer recommendations, monitors performance and controls incentive payouts.
Do not even hint that the room or service your guest prebooked was not sufficient. First confirm what a fabulous choice they made, then suggest upgrades.
Example: "You chose our standard room - smart, experienced choice. I’m pleased to tell you that we have a deluxe room with a private balcony and city view.”
State what the extra cost is, not the entire price. This makes it feels like upgrades are both cheap and affordable.
Instead, say: "The suite is $300 per night" Say: "For only $50 more per night you can stay in our luxurious suite with a private balcony."
Emphasise what guests get for the extra money. Be benefits based, not features based.
Example: "For an extra $40, receive breakfast for two, plus late checkout at 4 p.m. and free access to your minibar - an $80 value"
Refer to scarcity to prompt on-the-spot decisions without coming across as pushy.
For example: "I've got one sky suite remaining -- with a sea view. Its our most popular room and ends up booking weeks out.”
Uncover causes for celebration that lie in answering easy questions.
Questions to Ask:
Bundling your services can help build perceived value and conversion.
Example: "Our Valentine's package features room upgrade, bottle of champagne, late check-out and dinner for two - just $120 more"
Offer three tiers: basic, midrange and premium. The middle option is what’s chosen by most guests.
Structure:
Leverage booking history and preferences to offer relevant upgrades.
Examples:
Sell the feeling and the benefit not the room spec.
Don’t Say: “The suite offers 600 square feet and one king bed” Say: “Picture sinking into your private living space after a day of discovery in the city, plenty of space to spread out and relax”
If guests pass on one idea, then provide options or plant seeds for future endeavors.
Example: "No problem! I'll jot down that you're willing to do spa services. "Our concierge can assist with booking treatments during your stay should you change your mind."
Also Read: Hotel upselling strategies that drive hotel revenue in 2025
"Good evening, Mr. Johnson! Welcome to [Hotel Name]. I note that you are booked into our classic room – you won't regret it.
Oh, I forgot to tell you that we have one deluxe room available for skyline view. It’s only $35 more a night, for additional space, a seating area, and the best sunrise views in the hotel. It’s the favorite room of many guests, they tell us. Do you want to look at some photos?"
" I hope everything is going well for you while staying with us! What are you doing for dinner tonight?
Our chef has just introduced a new seasonal menu, and the feedback has been fantastic. I can book you a table at our Gourmet Restaurant. We’ve got a wine pairing to go with it for the ultimate menu accompaniment. Do you want me to describe tonight's specials for you?"
"I see you're here for three lovely nights - what a lovely stay!
Have you heard about our spa? It's an award winner! We have a couples massage special that includes champagne and access to our private relaxation suite. The bistro is very popular with diners marking an occasion. We hear from many couples that it’s one of the highlights of their stay. Would you like more information?"
I see you’re checking out tomorrow. How have you been liking your stay till now?
As you are departing on Sunday, I would like to extend to you our late checkout lure. You wouldn’t have to scramble out by 11 AM — you could sleep until 3 PM for only $25. That means you can still enjoy breakfast, take one last dip in the pool or even sleep in. Did you want to benefit from your schedule like that?”
Workshop 1-2: Upselling mindset and product knowledge
Days 3-4: Sales tips and communication skills
Day 5-7: Role-playing and practice
Address common concerns about upselling:
Also read: Hotel upselling ideas for every hotel category
What is Daily Upsell Dashboard.BHP Daily upsell dashboard lets you track:
Hold brief team meetings to:
Your hotel upsell software needs to integrate with:
Hotels typically see:
Problem: Business travelers and newlyweds get the same offer Solution: Let your data guide each offer
Issue: Not making the most of dining, spa or activity up-sells Solution: Educate staff on the hotel's full offering of services and amenities
Issue: Pushing also-hardupsellsat busy check-in times Solution: Identify the slots for timing and apply technology
Problem: Discomfort agents shy away from upselling Solution: Invest in training and ongoing coaching
Problem: Can't quantify success or pinpoint areas for development Solution: Put tracking systems in place and conduct routine performance reviews
Summer: Pool cabanas, outdoor dining, activity packages Winter: Spa packages, in-room dining, extended stays Holidays: Celebration packages, special events, family amenities
Investigate what your competition offers and make packages that are even better. Sell your upgrades as a better value than local hotels.
Collaborate with housekeeping, food & beverage, and spa teams on creating packages that are mutually beneficial to all departments.
Leverage enhancements to address any issues in delivery and change negative experiences into positive results.
Also read: Hotel Upselling Techniques
Predict: AI will predict what our guests are going to prefer, and recommend the best upsell offers in real time. Machine learning will increase conversion rates by examining which patterns that worked out well.
Personal upgrade offers will be sent to guests' mobile devices upon check-in. Upselling will become streamlined with reliance on QR codes and mobile payments.
Voice assistants and smart speakers will make upselling part of a natural conversation interface.
Sophisticated analytics will help you recognize upsell possibilities before guests arrive to achieve pre-arrival personalization.
Concentrate on these low effort, high impact upsells:
Over time, with the experience and confidence your front desk possesses, upselling will work more often. Begin with easy offers and work up to more complicated ones.
The key is consistency. Anytime you interact with a guest, you have a chance to make your experience better and to increase your sales.
Keep in mind, successful front desk upselling is a win-win-win situation: guests enjoy a better experience, staff enjoys the extra $1 $2 $3 in their pocket, and you're enjoying the more profitable hotel.
Begin implementing these tactics today and you'll see your front desk go from being a resource drain to a coupon machine and improved guest satisfaction.
Front desk upselling is not only about growing revenue — it’s about creating the most unforgettable guest experiences. When it’s right, it’s a thing of effortlessness, a thing of profit-driving surprise and delight.
Ready to transform your front desk into a profit center? Put these tactics into action and your hotel’s revenue and guest satisfaction will thank you!
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