Front Desk Upselling Training
The Revenue-Boosting Training for Reception & Reservations
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Increase Value & Guest Experience
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Inspire and Delight Guests
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Increase Revenue
The Benefits
What to expect from an upsell training for your reception team?
Elevated host behavior
Even if your front office team already performs well, this hospitality training will elevate their mindset and self-perception around lived guest experience. Small behavioral shifts create big impact in everyday interactions.
An even more motivated team
Great performance gets noticed – and rewarded. Your staff will receive direct and measurable feedback through increased tips, better reviews, and more appreciative guests. Upsell training boosts not only revenue but also confidence.
Tangible revenue growth
It's wonderful when guests are satisfied. But it’s even better when your team feels empowered – and your hotel sees measurable financial results. Through effective category upselling at the reception and during the reservation process, revenue per guest can increase significantly.
Why upselling matters
The front desk is more than an administrative hub. It’s the first impression – and often the last emotional moment before departure.
In upscale hotels, guests expect not only a professional check-in/out, but also charming, tailored suggestions that enhance their stay.
Our Upselling at the Front Desk Seminar combines host behavior training with proven upselling techniques to improve both guest satisfaction and hotel profitability.
The Situation
Most front office teams are not using their full upselling potential. Common challenges include:
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Lack of upselling culture
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Insecurity during guest conversations
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Missed revenue opportunities
Additional services are rarely offered proactively. Staff often fear appearing pushy – simply because no one ever showed them how to upsell properly. As a result, easily earned revenue is left on the table.
The outcome: Guests miss out on memorable experiences, and hotels lose valuable income.
Yes - Upselling Training Pas Off!
Take the example of a **** hotel
And yes, in-person upselling at arrival delivers measurable results, too.
Seminar Objectives
This upselling training for reception and / or reservations will empower your team to:
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Proactively and charmingly present add-on services and more valuable rooms
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Apply the prinicple of let the guest buy - don't push the sale
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Use sales techniques that feel like true service
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Create emotional connections while boosting revenue
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Embrache the WIN-WIN-WIN-approach: benefit for the guest, the employee, and the business
The result? Motivated staff, delighted guests, and signivicantly increased revenue - without the need to increase occupancy.
Seminar Content
Professional Host Behavior at the Front Desk
✓ From staff member to host - with wow factor
✓ Best Practice: 30 details that make a difference at the Front Office
The Psychology of Upselling
✓ Why guests spend more when approached the right way
✓ 10 science-based influence strategies - tailored for reception
The VIP-Move Method
✓ V - verify and understand your guests' needs
✓ I - inspire: create emotional value
✓ P - Personalize: Recommend with charm & confidence
✓ MOVE - act now: integrate the offer seamlessly
Sales Communication
✓ Benefit-oriented question-based phrasing
✓ "Magic words" that make it easy for guests to say yes
Practical Exercises
✓ Simulations of real-life upselling scenarious
✓ Role-plays with video feedback and trainer coaching
Handling Rejection
✓ Stay confident when the guest declines
✓ Closing techniques - leading to a yes
Teamwork und Sales Culture
✓ Sharing best practices for peak performance
✓ Increased motivation through visible success stories
Methodology
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Highly practical, hands on, and reality-based
Realistic simulations of common reception and reservation scanarios
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On-site in your usual environment
No generic seminar room setups - the training happens here your team usually works - at least partly.
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Perspective shift
Your staff will experience exercises that trigger unexpected insights through new perspectives
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Reflection & Transfer
Every seminar includes tools to ensure that learning translates into lasting behavioral change.
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Sustainability
With follow-ups tools and interval-based formats, Hotelscape ensures that results don't fade after rwo weeks.
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Interval Training - Not Overload
We recommend 2-3 modules of 4 hours each. This keeps teams operational, avoids fatigue, and allows you to cover all shifts while including everyone.
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Video - Training & Body Language Analysis
Strong focus on nonverbal communication and professional presence. Pearticpants often find this segment the most valuable - especially non-native speakers.
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Movement| Interaction | Energy
This is dynamic training. No sitting still all day. Interactive methods, engagement, and team learning - for long-lasting results.
The Result
After this seminar, your reception and reserviation team will:
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Approach guests confidently and proactively
Offer upgrades, dinner reservations, or spa treaments, naturally and with charm
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Increas revenue on autopilo
Using proven upselling techniques that work - and feel good
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Step more fully into their host role
With professionalism and personal presence
Your hotel will benefit through:
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Higher guest satisfaction
Guests remember special experiences and reard great service
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Increased revenue per guest
Upsellling and add-ons boost RevPAR and profit
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More motivated staff
A team proud of their results, who gro together - and reaise the bar
FAQs
You’ve Got Questions? We’ve Got Answers
How long is the training?
Typically delivered as 2 to 3 modules of 4 hours each – spaced to suit your operations.
What happens after i get in touch?
We respond within 24 hours. You’ll receive a tailored offer and proposed training dates within 48 hours.
Is the training sustainable?
Yes. Reflection tools, follow-ups, and practical implementation ensure long-term results.
I the investment worth it?
Absolutely. Training pays off quickly – through higher conversion, increased upgrades, and better team performance.
Schweiz / DE / AT
Hotelscape Hospitality Training
Christoph Bellgardt
Schweiz
+41 79 943 39 87
International
Rainer Lagemannt Hospitality Ltd
Famagusta Free Port & Zone
Zypern
+49 (0)176 24293891
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