In hospitality, the term upsell often leads to misconceptions about pushy sales tactics. But at Frontline Performance Group (FPG), we view upselling differently. It's not about forcing guests to spend more, it's about enhancing their experience and offering tailored recommendations that enrich their stay. In this guide, we’ll define upsell from a hotel perspective, provide real-world examples, and share best practices your frontline team can use to maximize both guest satisfaction and hotel profitability.
Upsell: What It Really Means in Hospitality
To define upsell in the hospitality world is to recognize it as a value-driven strategy. Upselling is the practice of offering guests an upgrade or enhancement, something that genuinely improves their stay, while increasing revenue per guest.
It’s not about pushing; it’s about consistently presenting a better option that aligns with the guest’s preferences or occasion. FPG’s approach teaches hotel teams how to upsell with empathy, timing and purpose.
Real Examples That Help Define Upsell in Hotels
Understanding upselling in action is the best way to fully define upsell. Here are a few examples from FPG-trained hotel environments:
At Check-In: “As you're celebrating a special anniversary, I’d recommend our Resort Suite with an ocean view.”
Guest: “And how much is that?”
Agent: “For you, It’s only a difference of $75 per night and includes a complimentary bottle of champagne..”
Family Booking: “Since you're traveling with kids, our Family Suite offers more space and two full bathrooms. It's just a $60 difference per night and many families find it more relaxing.”
These examples help to define upsell but also demonstrate how it enhances the guest’s stay while driving incremental revenue. If you'd like to learn more in our handy guide: How to Upsell Hotel Rooms 5 Strategies That Work.
When to Upsell: Every Guest Interaction Is an Opportunity
If we define upsell solely at the booking stage, we miss countless opportunities. Upselling can and should happen throughout the entire guest journey:
Check-InTrain front desk agents to listen for buying signals and tailor offers.
During the StayOffer enhancements like spa appointments, cabana rentals, or dining packages.
Prior to Check-OutPromote late check-out perks.
Upselling at multiple touch points helps fully define upsell as an ongoing, value-focused process—not a one-time pitch.
Best Practices That Fully Define Upsell Done Right
At Frontline Performance Group, we teach hotel teams to approach upselling with service at the core. Here are our top strategies:
1. Focus on Guest Needs
To define upsell effectively, it must begin with empathy. Guests aren't interested in paying more—they’re interested in getting more to enhance their stay. Tailor your recommendations to what adds value for them.
2. Recognize Buying Signals
Guests say things like, “Is this the best room?” or “We’re here for a special occasion.” These moments invite a thoughtful recommendation, not a hard sell.
3. Use influential language:
“Would you like to enhance your stay today?”
4. Use Value-Framing Language
Rather than emphasizing price, emphasize the difference. Guests are more likely to say “yes” to:
“It’s just a difference of $50 per night for a suite with private balcony and club access.”
This is the foundation of how we define upsell without triggering price resistance.
4. Accept ‘No’ Gracefully
Part of upselling ethically is respecting a guest’s response. A polite “no thank you” should be met with professionalism and warmth.
5. Educate Instead of Selling
If you want to define upsell as an elevated service skill, focus on educating the guest. Know your property, rooms, and amenities deeply. Share comparisons that highlight real benefits, like:
“Our Deluxe Room includes complimentary breakfast and late checkout, which many of our business travelers love.”
6. Show, Don’t Just Tell
Use tablets, brochures, or verbal descriptions to help guests visualize the upgrade. A side-by-side comparison helps them see why the offer is worth the difference.
Why FPG’s Approach Redefines How Hotels Define Upsell
At FPG, we don’t just teach hotel teams what to sell—we teach them how to connect with guests in a way that builds trust and leads to more yeses. Our training helps teams:
- Use confident, guest-centered messaging.
- Recognize and act on emotional buying cues.
- Build rapport that turns upselling into storytelling.
- Overcome objections with empathy and facts.
- This redefines the way hotels define upsell—from a revenue tactic to a relationship-building tool.
Conclusion: How You Define Upsell Shapes Guest Experience
The way your team defines upsell will determine whether guests feel valued or pressured. Done well, upselling becomes a natural, appreciated part of their journey—not a distraction from it. By aligning offers with guest needs and delivering them with care, your hotel can increase revenue, boost satisfaction, and build loyalty that lasts. That’s the power of FPG’s service-first upselling strategy.
Ready to Change How Your Hotel Upsells?
Let us show your team how to turn front desk interactions into unforgettable guest experiences. Contact Frontline Performance Group today to learn more about our coaching and performance solutions. If you would like to find out more, you can request a free revenue assessment click here.
