When it comes to hotel success, your front desk team is your front line and their performance can make or break the guest experience. That’s why training for reception staff is much more than just a box to tick during onboarding; it’s a strategic investment that directly affects guest satisfaction and hotel profitability.
The First Skill That Changes Everything: Building Rapport
At Frontline Performance Group (FPG), the first pillar of effective training for reception staff is mastering the art of building rapport. Reception staff are the face of the property, and the tone they set during check-in can shape a guest’s entire stay.
Simple, thoughtful questions like “What brings you to the area?” or “What time is your flight?” do more than gather information, they create genuine connection. This rapport helps guests feel seen and valued, creating a lasting impression of personalized service.
Turning Conversations Into OpportunitiesGreat training for reception staff empowers teams to use dialogue that drives both experience and revenue. FPG’s approach focuses on assumptive language, active listening and thoughtful questioning. When staff ask the right questions, they can recommend relevant upgrades—like a suite for a family, or a spa session for a weary traveler—that enhance the stay and unlock untapped revenue.
Imagine a guest booked in a standard room arriving late in the evening. A well-trained receptionist might say: “I noticed you’re here with your family—an adjoining room will help make your stay more comfortable.” That’s not just good service; that’s smart revenue strategy.
The Power of Recommending, Not Selling
One of the most valuable lessons in training for reception staff is understanding that it's not about pushing a sale—it’s about presenting options. Guests can’t choose what they don’t know exists. When receptionists consistently recommend relevant premium products—whether it’s a late checkout, room with a view, or a tailored spa treatment for jetlag—they create informed buyers and happier guests.
This approach leads to tangible results: ✔️ 15–20% higher prices commanded on upsells ✔️ Greater guest satisfaction scores ✔️ Increased overall hotel revenue
Role Play: The Game-Changer in Reception Staff Training
A truly standout section of training for reception staff involves consistent, scenario-based role play. According to FPG’s expert Tom Diaz, “Sales is nothing more than the transfer of confidence.” And role play is the fastest way to build that confidence in front desk agents.
Role play allows receptionists to rehearse real-life interactions—like recommending a room upgrade, explaining pricing, or overcoming a guest’s objections—so they’re prepared and polished when the moment comes. Practicing these scenarios transforms team members from reactive order-takers into proactive hospitality professionals.
Core role play areas include:
Making confident upsell offers (e.g., a suite or premium room)
Top-down selling techniques
Comfortable and natural pricing discussions
Overcoming common objections
When and where should you role play? Anywhere there’s an opportunity. FPG recommends:
During quiet periods at the front desk
In one-on-one coaching sessions
As part of pre-shift meetings
As Diaz notes, “You're kind of gearing everybody up, tuning everybody up for the remainder of the day.” Role play should be continuous, relevant, and grounded in real guest behavior. It creates a culture of readiness and sharpens communication skills that directly translate to better performance and increased revenue.
Product Knowledge: An Underrated Revenue Driver
A receptionist who hasn’t toured updated rooms in years can’t speak confidently about features that justify an upgrade. That’s why FPG’s training encourages hotels to include a “room tour plus” in their training for reception staff. Agents learn to identify and promote room benefits—like corner suites with sunrise views or deluxe rooms close to the pool or spa—that guests will gladly pay more for.
Better knowledge leads to better recommendations and more revenue.
Strategic Room Assignment: A Missed OpportunityToo often, reception staff assign valuable rooms at standard rates simply because they don’t know better. FPG's training teaches staff how to recognize and price high-demand features like upper floors, quiet corners and scenic views. By using supply and demand to guide room assignment, hotels can maximize occupancy and yield.
Example:
If two identical rooms are available—one on the ground floor facing the parking lot, and one on the 10th floor with a lake view—FPG’s trained staff know the difference in value and how to price accordingly.
The Human Impact: Life-Changing ResultsBeyond metrics and KPIs, FPG’s training for reception staff has life-changing effects. From higher commissions to career advancement, the training helps frontline staff feel confident, capable and empowered. For some, it means being able to afford school for their children or gaining financial stability for the first time.
Conclusion: Don’t Leave Money (or Satisfaction) on the Table
Effective training for reception staff is about more than just check-in protocols. It’s about equipping your team to create memorable moments, identify hidden revenue opportunities, and elevate the entire guest experience.
At FPG, we believe that the front desk is not just a place to hand over room keys—it’s where loyalty is built, revenue is generated and guests become brand advocates. Let us help you transform your reception staff into confident, high-performing hospitality professionals.
Ready to unlock the full potential of your front desk team? Let FPG help you implement a proven system of training that drives results. Because when your reception staff succeed, your entire hotel thrives.
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
Discover how FPG can help your property unlock its full potential:👉 Request a Demo 👉 Download Our Hotel Upsell Playbook.