Upselling at the front desk isn’t just about boosting revenue, it’s about creating memorable guest experiences that feel personal, thoughtful and rewarding. By mastering a few proven techniques, front desk agents can transform routine interactions into opportunities that delight guests while elevating the property’s bottom line.
If you’re looking for the full framework, check out our Best Hotel Upselling Training Program, this post is one of many practical guides designed to support it.
1. How Can You Spot Buying Signals?
Buying signals are subtle guest cues that show openness to an upsell.FPG’s Tom Diaz explains it best: “Simple buying signals are those subtle comments your guests may provide during the check-in process. You may have heard some of these multiple times and not even recognize them.”
Examples of buying signals include:
- “What room am I in?”
- “Do you have any rooms with a nice view?”
- “We’re celebrating our anniversary.”
- “Do you offer spa services or massages?”
- “Do you have any free upgrades?”
Why it matters:
These signals are your opening to enhance a guest’s stay with thoughtful suggestions.
Guest: "What rooms am I in?"Response: “You’re booked in one of our standard rooms. One of my favorite rooms is the Marina Suite. This is on a great rate today.”
Guest: “Do you have any rooms with a nice view?”
Response: “Would you like me to check if one of our ocean views is available and share the difference in price with you?”
Key takeaway
As Diaz says: “Be attentive to these cues and use them as opportunities to recommend relevant upgrades or services that enhance the guest’s experience.”
2. How Do You Upsell Adjoining Rooms?
Families, friends and colleagues can all benefit from adjoining rooms. Asking open-ended questions is the first step:
- “How many people will you be accommodating?”
- “Who else is traveling with you?"
- “What brings you to town today?”
Once you know the group’s makeup, use the three mechanics of the sale.
Confident opening: Since you’re here on vacation with your family…” Two featuresThere's space to spread out and connecting doors for privacy. Two benefitsComfort for families, security and peace of mind. Assumptive closePresent it as the natural choice.Why it works: Guests value space, flexibility, and comfort and a thoughtful suggestion makes their experience feel personalized.
Find out how one hotel transformed its front desk operations in this cases study 👇Case Study: How New World Hoiana Beach Resort Achieved a 60% Upsell Revenue Increase
3. How Can Wellness Be Part of the Upsell?
Wellness doesn’t pause when guests travel. In fact, it’s more important.
Guest benefits:
- Helps to reduce the effects of jet lag.
- No waiting or sanitizing equipment.
- Privacy and flexibility.
Front desk benefits:
- Differentiate your property.
- Anticipate guest needs.
- Position yourself as a wellness-forward destination.
Sample dialogue:
“Since you’re here on business for the week, I recommend our wellness package. It includes a stationary bike for your cardio workouts and exercise bands for your resistance workouts. It’s how a lot of busy people make sure they get their workouts in.”This follows the three mechanics: confident opening, features + benefits and assumptive close.
4. Why Is In-Room Dining a Smart Upsell?
In-room dining is no longer just a luxury, it’s convenience and comfort.
The In-Room Dining Credit:
Guest pays $40 for $50 credit → instant savings. Guests typically spend beyond the credit → added revenue.Works like a gift card: offers value but encourages more spend.
Sample dialogue:
“Mr. Jones, for your convenience, we recommend our in-room dining credit. You get $50 of in-room dining for only $40, it’s a great value.”Why it works: It frames value, shows confidence, and leaves guests with a positive final impression.
5. How Do You Upsell Cabanas Effectively?
Guests arrive dreaming of poolside or seaside relaxation. Don’t wait until they’re outside to mention cabanas, offer them at check-in, when it’s top-of-mind.
The pitch structure:
- Confident opening: “Since you’re here with your family to enjoy the weekend on vacation…”
- Two features: Shade from the sun, digital concierge service.
- Two benefits: Comfort for the family, convenience of ordering poolside.
Key takeaway: Cabanas create lasting memories for guests and easy revenue for the property.
Bonus: What Daily Habit Builds Fact-Finding Skills?
Diaz suggests making it a team activity: “Here’s a call to action when it comes to fact finding. By the end of day, you and your colleagues should share the most interesting reason a guest has come to the property.”
The key question: "So what brings you to town?"
Why it matters:
- Helps uncover guest needs.
- Builds a habit of curiosity.
- Creates natural upsell opportunities.
Action item:
Share stories at the end of each shift. Diaz says: “You may be surprised about what you find out!”
Conclusion
Upselling isn’t pushy, when done right, it’s a service enhancement. By spotting buying signals, asking the right questions and using structured sales mechanics, front desk agents can turn everyday interactions into opportunities that benefit both the guest and the property.
For a complete framework on training and implementation, explore our Best Hotel Upselling Training Program.
Further reading:
Pre-Arrival vs On-Arrival: Which Upsell Wins
Hotel Front Desk Training: How Role Play Boosts Confidence and Sales
If you’d like to discuss a FREE revenue assessment and find out how incentives can benefit your property, simply email discover@frontlinepg.com
