Are you looking for proven hotel upsell techniques to increase upsell at check-in ? Mastering top-down selling at the front desk is one of the most effective front desk sales training strategies you can implement. It's a method that doesn't just boost revenue but also significantly enhances guest satisfaction. If you've ever wondered how to confidently offer a room upgrade without being pushy, this guide is for you.
What is Top-Down Selling in Hospitality?
At its core, top-down selling is simple: you present your best and highest-value offers first. If the guest declines, you then discuss the next level down, which is still an upgrade from their original booking.
Think of it like this: if you only offer one category up and the guest says it's too expensive, your only move is to discount the price. But with the top-down selling technique , you have a built-in buffer. You're not changing the price; you're simply moving down to a different, yet still premium, category.
This isn't just about generating more revenue. The main reason for top-down selling is to allow your guest to make a fully informed buying decision. It's a professional way of saying, "Let me show you the very best we have to offer first."
How Top-Down Selling Boosts Your Hotel KPIs
This strategy is one of the most powerful ways to improve hotel KPI results. It directly impacts your three key performance indicators:
1. Conversion Rate: Top-down selling gives you a "second bite at the apple." If a guest says no to your first offer, you don't end the conversation. You immediately present another attractive option, dramatically increasing your upsell conversion rate.
2. Average Upsell Rate: By starting at a higher price point, you naturally raise the average value of every successful upsell. This directly lifts your average upsell rate , a critical metric for revenue.
3. Upsell Rate Index (URI): Your URI measures upsell revenue as a percentage of your ADR. When your average upsell rate climbs, so does your URI, proving the immense value your front desk adds to overall profitability.
A Real-World Top-Down Selling Example
Let's see this front desk sales technique in action with a practical upsell script example.
The Scenario: Mr. Jones is checking in with his family to visit relatives.
Your Top-Down Pitch: "Mr. Jones, you're in town with your family? I highly recommend our Executive Suite. It's on the top floor with a gorgeous city view you can all enjoy, and it offers plenty of extra space for comfort and privacy. It's what a lot of family travelers choose."
The Guest Says No: This is your cue to pivot.
Your Second Offer: "I understand. In that case, what I recommend, and what many guests do, is enjoy our King Suite. This also has a gorgeous view for you to enjoy, and it's a fantastic choice that gives you more room."
Notice how the benefit (the gorgeous view) is carried over to the second offer, maintaining the value proposition.
The Secret Weapon: Eye Contact and Body Language
Remember, the words you say are only 30% of communication. The other 70% is visual. This is why maintaining eye contact during your offer is a non-negotiable part of guest service communication skills.When you look your guest in the eye, you:
- Build instant rapport and trust.
- Pick up on crucial non-verbal cues. A sudden nod means they're interested. If they glance at their partner, that's your cue to involve both people in the conversation.
- Stay engaged instead of being buried in your computer, allowing you to read the situation and adapt in real-time.
Your Mindset Shift: Let the Guest Say No
The most powerful principle of top-down selling is this: Don't make the decision for the guest.
Your job is not to pre-qualify them based on assumptions. Your job is to confidently present the best options and let them choose. As one top performer perfectly stated: "My job is just to put the best products on the table and let the guests choose from there."
Don't be afraid of "no." A "no" to the suite isn't a rejection; it's an invitation to present the next best option. It means you have an opportunity to fulfill their wishes by simply coming down one step.
Start practicing this essential front desk sales training today. Learn the features and benefits of your top-tier rooms. Role-play the pivot. Maintain that eye contact. By implementing top-down selling, you'll stop leaving money on the table and start creating guests who walk away from your front desk feeling truly valued, all while significantly improving your hotel's KPIs.
Further reading:
Pre-Arrival vs On-Arrival: Which Upsell Wins
Case Study: How New World Hoiana Beach Resort Achieved a 60% Upsell Revenue Increase
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
