Upselling Training for Reception & Front Desk Teams

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For the Guest: More Experience & Comfort

A charming and unobtrusive upselling approach at the front desk pleasantly surprises guests and enhances their stay with more comfort and memorable experiences.

For Your Employees: Motivation Success Stories

For the Hotel: More RevPAR & Profit

The Upselling Training for Front Office Teams teaches practical techniques that are easy to apply in everyday interactions—without pressure and without sounding “salesy.” Employees gain self-confidence, enjoy guest conversations, and experience motivating success when their recommendations are accepted.

Targeted upselling at the reception directly impacts your hotel’s profitability. Higher room rates, additional services, and exclusive packages measurably increase revenue—without pushy sales tactics.

Upselling at the Front Desk - More Value for Everyone

In hospitality, the front office defines the first and the last impression. This is exactly where our Upselling Training for Reception Teams comes in. Instead of dry theory, your employees experience hands-on training methods: role plays at the front desk, realistic guest scenarios, and direct feedback sessions. Upselling is not taught as a “sales trick,” but as a natural part of authentic hospitality.

The Front Desk Upselling Training shows staff how to offer additional services in a charming and unobtrusive way—ranging from room upgrades to spa treatments and restaurant recommendations. The focus is on language, body language, and situational awareness to recognize guests’ individual needs and suggest the right offers.

The benefits: Guests enjoy higher service quality, employees gain confidence and motivation, and the hotel achieves measurable revenue growth. With a trained team, success becomes tangible: higher average rates, increased ancillary revenue, and better online reviews.

Upselling at the Front Desk: Charming, Subtle, Effective

The Current Situation in the Industry

Most front office teams are not fully tapping into their true potential. The typical challenges include:

• Lack of an upselling culture

• Insecurity during conversation

• Missed revenue opportunities

Our Upselling Training for Reception & Front Desk Teams addresses exactly these challenges—transforming missed chances into measurable success.

Does it pay off?

The Goal of the Upselling Training

• The ability to highlight additional offers in a charming and personalized way.

• The motivation to get started easily and generate success in a playful, natural manner.

• The principle: let guests buy—instead of being sold to.

• Sales techniques that don’t feel pushy, but are perceived as genuine service.

• The competence to build emotional connections while increasing revenue.

• A true win-win-win approach: guests, employees, and the hotel all benefit.

The result? Motivated employees, delighted guests, and a clear increase in revenue—with the same number of guests.

The Front Desk Upselling Training equips your team with:

For
Fact-Oriented Quick Checkers

Training Schedule

The proven format: 2 practice sessions of 4–5 hours each.

This way, shifts are covered, and attention spans remain high.

Calculation: roughly half of the anticipated monthly revenue gain.
- €2k for a one-day training
- €4k for two sessions training

What does it cost?

What are benefits?

Depending on guest mix, occupancy etc. an ROI is exptected within 2 weeks or less.

Style & Methods

• interactive exercises

• Simulations / role plays

• Video-Analysis

• Know How transfer

• Tests & Quizzes

Sustainability

• Social Media / WA Group

• Video Impulses

• Cheat sheets

• Tools to review & reflect

• Goals & challenges

Your Next Steps

• Click "CONTACT US"

• Schedule a call with us

• Gat tailored offer

• Book your training

The Content

Professional Hostmanship at the Front Desk

✓ From front office employee to confident host with a clear service mindset

✓ Best Practice: 20 operational details that make a difference at the front desk

The Psychologiy of Front Office Upselling

✓ Why guests are willing to spend more - when offers are made professionally

✓ 10 scientifically proven influence principles for front office upselling

✓ Recognizing guest needs, expectations and buying signals at the front desk

✓ Reading situations, travel motives and decision patterns in real time

Understanding Guests & Identifying Upselling Potential

✓ Translating features into benefits

✓ Using emotional language, imagery and relevance to increase acceptance

✓ Simulations of realistic front office upselling situations

✓ Role plays with video recording structured analysis and trainer feedback

Practical Upselling Exercises

Creating Emotional Value Instead of Price Discussions

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Highly Practice-Oriented & Operationally Relevant

This front office upselling training is designed for real hotel operations - realistic, practical and immediately applicable in daily front desk routines

• Simulation of Real Front Desk Situations

  No abstract theory. Participants work in realistic scenarios they know from their everyday work at the front desk, in reservations and in guest interaction.

• Training in the Real Working Environment

  Training does not take place in a generic seminar room. Exercises are conducted directly on site – at the front desk, in reservations and, where relevant, in the restaurant.
  This ensures maximum relevance and immediate transfer into daily operations.

• Perspective Shift for New Awareness

  Through carefully designed exercises, participants experience unfamiliar and unexpected perspective changes.
  This creates powerful “aha moments” and leads to new insights into guest perception, behavior and impact.

• Reflection & Practical Transfer

  Front office training only delivers real value if participants reflect on their own behavior and actively transfer new approaches into daily practice.
  Structured reflection phases ensure that insights are translated into concrete actions at the front desk.

• Sustainable Impact Instead of Short-Term Motivation

  Every hotelier knows the situation: expectations are high after a training, but effects fade after a few weeks.
  Hotelscape Hospitality Training addresses this challenge from the start by providing tools and structures that ensure long-term behavioral change and measurable results.

• Interval Training Instead of One-Off Sessions

  Instead of an eight-hour “one-day crash course,” Hotelscape relies on proven interval training concepts.
  Shorter, focused training units allow for deeper learning, better retention and higher implementation rates.

• Operational Coverage Guaranteed

  Each training unit is limited to approximately four hours.
  This allows departments to remain fully operational while ensuring that all relevant team members are included without compromising service quality.

• Video - Based Training & Analysis

  A strong focus is placed on presence, body language and overall guest impact.
  Video recording and analysis are an integral part of the training and consistently rated as one of the most valuable learning elements – especially effective for non-native speakers.

• Movement, Interaction & Engagement

  There is no passive sitting. The training is dynamic, interactive and engaging.
  A combination of proven learning methods ensures high energy, strong involvement and results that last.

The Methodology

The Result

✓ Confidently, proactively and professionally engage guests at the front desk

✓ Offer suitable additional services in a natural, unobtrusive and guest-oriented wayn

✓ Actively increase revenue through professional front office upselling

✓ Fulfill the role of host with greater confidence, clarity and impact

✓ Higher upselling performance at the front desk

✓ Increased average revenue per guest without pressure selling

✓ More confident, motivated and service-oriented front office employees

✓ Consistent guest experience and professional communcation standards

✓ Sustainable behavioral change instead of short-term training effects

Your Hotel Benefits From

After the training, your front office team is able to: