The most effective hotel upselling training is not about selling harder, it’s about serving smarter. Guests don’t want to feel pressured, but they do want experiences that feel personal, thoughtful and memorable.
That’s why the best hotel upselling programs, such as the training by Frontline Performance Group (FPG), focus on service-first, revenue-second.
The result?
- Guests feel their stay is enriched and personalized.
- Frontline staff develop valuable career skills and engagement.
- Hotels see 3–6% RevPAR lifts, with some properties achieving up to 10%.
This is a training course and it’s a proven system blending coaching, technology and real-world role play to create an authentic upsell culture.
For a deeper dive into why Frontline Performance Group delivers the best hotel upselling training program in 2025, explore The Best Hotel Upselling Training Program In 2025 (Why Frontline Performance Group Leads The Way)
Why First Impressions Matter
In hospitality, the front desk sets the tone from the moment a guest walks in. A genuine smile, attentive listening and proactive service can transform a routine check-in into a revenue opportunity. Unfortunately, many hotels leave money on the table with outdated practices, poor room assignments and untrained staff.
Upselling shouldn’t be pushy. Done right, it’s about building rapport and matching guests with the experiences they truly want.
Spotting Buying Signals
One of the most powerful techniques in hotel upselling training is recognizing buying signals. These are subtle comments guests make during check-in that open the door for upgrades or add-ons:
- “We’re celebrating our anniversary.”
- “Do you offer spa services?”
- “Are there any free upgrades available?”
Example:
Guest: “Do you have any rooms with a sunset view?”
Response: “Would you like me to check if one of our ocean room is available and share the difference in price?”
By being attentive and responsive, front desk associates can turn casual questions into meaningful, value-added recommendations.
For more information read our post 👉 5 Proven Upselling Techniques Every Hotel Front Desk Agent Should Master.
The Power of On-Arrival Upselling
Unlike pre-arrival offers, on-arrival upselling happens in real time, face-to-face at the front desk. It taps into the emotional side of hospitality, allowing staff to read guest mood and tailor their recommendations on the spot.
When a guest is already immersed in the atmosphere, the scent in the lobby and a warm greeting, this is when they’re most open to indulging. That’s why check-in conversations often lead to higher acceptance rates for upgrades.
Why Role Play Is Essential
Role playing is an essential part of hotel upselling training. It helps staff:
- Build confidence in dialogue.
- Gain comfort with procedures.
- Handle objections with ease.
- Master pricing conversations.
As FPG’s Tom Diaz’s explains:
“Sales is really nothing more than a transfer of confidence. When associates role play and practice, they build the confidence needed to deliver upsells naturally and sincerely.”
Consider this common scenario:
Guest: “How much is that room?”
Weak reply: “It’s $80 more per night.”
Better reply: “For the Ocean Suite, you’ll have a private balcony and extra space for your family. It’s only a difference of $100 per night.”
The difference is subtle but powerful. By framing the offer around value instead of price, guests focus on what they gain, not just what they spend.
Training That Creates Culture
At its core, effective hotel upselling training isn’t about one-off transactions. It’s about building a culture where every associate feels like an expert, every guest feels understood, and every hotel captures revenue opportunities without compromising service.
When staff learn to listen, role play and confidently recommend relevant upgrades, they stop being order-takers and start being experience curators. And that’s where the real magic and profitability happens.
Final Takeaway
The best hotel upselling training doesn’t sound like sales. It sounds like care. By focusing on buying signals, mastering on-arrival upsell techniques and practicing through role play, hotels can empower their teams to deliver upgrades that feel less like pitches and more like personalized recommendations.
When a guest arrives at a hotel, they may have booked a standard room without realizing all the options available to them. By thoughtfully recommending upgrades, such as interconnecting rooms for families or a suite for added comfort, staff can both enhance the guest’s stay and generate additional revenue for the property. The key, however, is shifting the focus away from sales and toward genuine guest benefits.
As FPG emphasizes, high-performing luxury properties know that prioritizing guest experience leads to stronger satisfaction and loyalty. That’s why FPG’s program combines technology with targeted training to elevate front desk performance. Whether it’s suggesting a spa treatment after a long journey, offering an adjoining room to accommodate more space, or proposing a late check-out for convenience, the goal is to create moments where guests feel genuinely cared for. With the right tools and the right training, hotels build a culture of hospitality that not only drives revenue but also anticipates and fulfills what guests truly need.
At the end of the day, upselling is not about charging more, it’s about helping guests get the stay they should have booked in the first place. If you’d like to discuss a FREE revenue assessment and find out how incentives can benefit your property, simply email discover@frontlinepg.com
