Upselling and good sales service at reception
How to sell more without it feeling like selling
Upselling, also called upselling, is when you offer the guest an upgrade or an extra service that improves the stay — for example a room with a view, breakfast or access to the spa. Done right, upselling is good service, not persistent sales.
§Why upselling belongs in reception
Check-in is one of the best times to suggest an upgrade because the guest is already making choices about their stay. A tired traveller often says yes to something that makes the stay more comfortable if it is presented naturally and without pressure.
- 01Room upgrades — better view, larger room, higher floor
- 02Breakfast or access to lounge and spa
- 03Late checkout or early check-in
- 04Packages with lunch, parking or experiences in the local area
§Soft sell rather than hard sales technique
Good upselling technique is about listening to what the guest needs and only offering what truly fits. A guest travelling with family may get more joy from a larger room than access to a cocktail bar. Staff should be trained in a soft approach where the guest feels cared for — not pressured to buy.
| Situation | Good upselling approach |
|---|---|
| Guest arrives alone on a business trip | Suggest a quiet room or access to a lounge for work |
| Family Davidsen. | Suggest a larger room or connecting rooms |
| Guest celebrates a milestone | Suggest an upgrade or a small welcome gesture |
| Guest appears stressed or busy | Keep it short — ask only once, refrain from pressing |
§Upselling is teamwork
Upselling works best when the whole house plays together — reception, restaurant and housekeeping must know the offers that exist and refer to each other. A reception that knows the day's offers in the restaurant can give the guest a better experience and at the same time boost turnover for the whole place.
“The best upsell is not felt as a sale — it is felt as being taken good care of.”