In the world of hospitality, upselling isn’t just about increasing revenue, it’s about enhancing the guest experience. When done well, upselling feels like thoughtful service. When done poorly, it risks sounding transactional or opportunistic.
So how do you strike the right balance? The key lies in timing, tone, and trust.
- Don’t Lead With the Sale
Guests can sense when they’re being sold to. Instead of immediately offering an upgrade, start by asking purposeful, open-ended questions that uncover the guest’s needs.
For example:
- “Have you stayed with us before?”
- “Is there a special occasion we can help you celebrate?”
- “Will you be needing transport or dining recommendations during your stay?”
These questions create a natural opportunity for your team to offer something relevant and valuable – not something forced.
- Make It About Them, Not You
Effective upselling is rooted in service, not sales. The guest should feel that the offer is tailored to their benefit.
Instead of saying:
“Would you like to upgrade your room for £40 extra?”
Try:
“If you’re looking for a little more space, we have a suite available today at a reduced rate — it includes a lounge area and a view of the garden. I thought it might be perfect for your weekend away.”
The message here is: I’ve listened to you, I understand what you might enjoy, and I’ve made a recommendation accordingly.
- Keep It Casual, Not Scripted
Guests value genuine interactions. If staff sound rehearsed or robotic, it can immediately create discomfort or resistance.
Train your team to use their own words, listen actively, and mirror the guest’s energy. Confidence is important, but authenticity is what makes it land.
- Know When to Walk Away
Not every guest wants more. Not every moment is right.
The most skilled upsellers know when to stop – and understand that the goal is not to sell something today at all costs, but to build a relationship that results in trust, loyalty, and repeat business.
When your guest feels respected and well cared for, they’re far more likely to return – and to spend more when they do.
Capcon Insight
At Capcon, we support hospitality businesses with tools and insights that help teams perform better – from training and compliance to spend analysis, and guest journey audits. By helping you spot patterns in guest behaviour and track the performance of upselling strategies, we help you turn service moments into long-term value.
Let’s talk about how we can support your people to deliver service that’s seamless, profitable, and always guest-first. Contact us today.
