Have you ever handed over a room key, smiled politely, and thought, “Sayang, I could’ve upsold that guest to a better room… pero baka isipin nila hard sell ako”?
If you’ve been in the hotel industry long enough, you know this feeling. Guests arrive tired from travel, some are in a rush, others are in vacation mode. And there you are—front and center—the face of the hotel.
Your manager says: “Upsell more, we need to hit our targets!”
But in your head, you’re thinking:
- “What if the guest gets annoyed?”
- “Ayoko maging parang car salesman.”
- “Hindi ko alam paano i-offer ng natural.”
The truth is: upselling doesn’t have to feel like selling. Done right, it can feel like you’re simply helping your guest have a better experience while the hotel earns more revenue. A win-win!
This article will walk you through how to master the art of upselling without being pushy, with real-life hotel scenarios, practical communication tips, and insider tricks to make upselling as natural as smiling at the front desk.
Why Upselling Matters for Front Desk Associates
Let’s get real: upselling isn’t just about making the hotel more money—it’s also about you.
When you upsell effectively:
- You look good in front of your manager (hello, recognition and possible promotion 👀).
- You build stronger guest relationships (they remember you as the person who “made their stay extra special”).
- You gain confidence in communication (super useful if you want to grow in hospitality).
And let’s not forget: hotels thrive on maximizing revenue per guest. The extra income from a room upgrade or service add-on often makes a big difference to the property’s bottom line.
But here’s the catch—upselling should never feel forced. The magic is in making it part of guest service, not just sales.
The Golden Rule of Upselling — Help, Don’t Sell
Think about the last time you were in a store and someone said:
“Ma’am/Sir, bili na po kayo ng ganito!”
Annoying, right?
Now imagine instead they said:
“Ma’am, napansin ko may promo kami ngayon, baka magustuhan nyo kasi mas convenient at sulit.”
That feels different—it feels like they’re helping, not selling.
Upselling at the front desk should feel like you’re a travel guide, not a salesperson.
Shift Your Mindset
- Don’t think: “How do I sell this room?”
- Think: “How do I make this guest’s stay more comfortable or memorable?”
When you shift to a service-first mindset, guests are more likely to say yes because they don’t feel pressured—they feel cared for.
Practical Upselling Techniques You Can Use Today
Let’s break down real-life front desk scenarios where upselling feels natural and not salesy.
The Room Upgrade
Scenario: A couple arrives for their anniversary trip.
Instead of saying:
“Would you like to upgrade to a suite for an additional ₱2,000?”
Try this:
“Since it’s your anniversary, I’d love to make your stay more special. We actually have a suite available with a beautiful city view and a complimentary bottle of wine. It’s just ₱2,000 more, and I think you’ll really enjoy it. Would you like me to reserve it for you?”
✅ Personalized.
✅ Emotional connection.
✅ Makes it hard to say no.
2. Early Check-In / Late Check-Out
Many guests secretly want this—but won’t ask directly.
“I noticed your flight arrives early. We do have an option for early check-in so you can freshen up and rest right away. Would you like me to arrange that for you?”
This shows attentiveness while creating convenience.
3. Breakfast Packages or Dining Options
Instead of saying:
“Breakfast is ₱800 per person.”
Say this:
“Our breakfast buffet is very popular because it includes local delicacies you won’t find outside. Many guests say it’s one of the highlights of their stay. Would you like me to include it in your room so it’s more convenient tomorrow morning?”
Here, you’re selling an experience, not just food.
4. Spa, Tours, and Activities
Front desk associates are not just “room key givers.” You’re experience curators.
“Since you’ll be staying over the weekend, would you like me to arrange a spa treatment or a city tour? Guests usually book these early because slots fill up quickly.”
This creates urgency without sounding pushy.
Communication Skills That Make or Break an Upsell
Even if your hotel has the best add-ons, if your communication feels awkward, guests won’t bite.
Here are key skills to practice:
Build Rapport First
Don’t upsell in the first 10 seconds. Warm up the conversation.
- Smile genuinely.
- Ask about their trip.
- Notice details (like if they’re with kids, a couple, or business travelers).
Use Storytelling
Instead of just describing features, share guest experiences.
“Last week, we had a couple stay in the suite—they told me the city view at night made their anniversary unforgettable.”
Stories stick more than sales pitches.
Practice Suggestive Language
- “Many guests choose…”
- “A lot of our travelers prefer…”
- “Since it’s your special occasion…”
This creates social proof and personalization.
Common Mistakes to Avoid in Upselling
❌ Sounding robotic (guests know if you’re reading from a script).
❌ Offering every upgrade at once (overwhelming and confusing).
❌ Ignoring guest cues (if they look tired and uninterested, save it).
❌ Focusing only on price (sell the value, not the peso sign).
How to Make Upselling Fun (Yes, Fun!)
Think of upselling like matchmaking. You’re pairing the right guest with the right experience.
Sometimes it works, sometimes it doesn’t—and that’s okay.
Celebrate small wins. That one ₱1,000 upgrade might seem small, but multiply it by 10 guests a week… that’s ₱40,000 extra revenue for the hotel in a month. And you were part of that!
Quick Upselling Phrases You Can Steal
Here’s your cheat sheet to keep at the front desk:
- “Since you’re here for [reason], many of our guests enjoy [upgrade]. Would you like me to check availability for you?”
- “One option I can recommend to make your stay even more comfortable is [upgrade].”
- “If you’d like a little extra convenience, we have [service]. It’s very popular among guests like you.”
FAQ: Upselling at the Hotel Front Desk
Q1: What if a guest says no to my upsell?
A: That’s fine! Smile, thank them, and move on. Upselling is about offering, not forcing.
Q2: How many times should I try upselling during a guest’s stay?
A: Ideally, once at check-in and once more (if natural) during the stay, like when they ask about services.
Q3: I feel shy offering upgrades. How do I build confidence?
A: Practice with colleagues, role-play common scenarios, and start small. Confidence grows with repetition.
Q4: Should I upsell every guest?
A: Not necessarily. Upsell when it makes sense for the guest’s situation. Forcing it to everyone can backfire.
Conclusion: Upselling as a Hospitality Superpower
At the end of the day, upselling isn’t about making guests spend more—it’s about making their stay more memorable.
When done with sincerity, confidence, and empathy, upselling becomes one of your greatest front desk skills.
So the next time you’re tempted to think, “Ayoko maging pushy,” remember: you’re not selling—you’re helping.
And in the world of hospitality, that’s what truly makes you shine.