The Art of the Upsell: Selling Extra Services Before the Guest Even Steps into the Room

Hello everyone,

Today, we’re diving into my favorite, somewhat "adrenaline-pumping" part of hospitality: Upselling. Specifically, how can we add value to that room rate to both delight the guest and give our RevPAR a serious boost?

In my years on the floor, I’ve seen a recurring mistake; the moment a guest walks through the lobby—tired, lugging suitcases, and just wanting to sit down—we pounce on them. "Would you like a SPA treatment?" or "We have a table at our restaurant tonight." Guys, that’s not selling; that’s pestering. The guest just wants a shower and a nap, and you’re trying to sell them a deep-tissue massage. The result? A cold "No, thank you."

So, where is the "art" in this? It’s all about whispering the offer into the guest’s ear at the right time and through the right channel.

Timing is Everything: The "Pre-Arrival" Miracle

The moment a guest's appetite for spending is at its peak is during that sweet period of anticipation after they’ve made their reservation. They are dreaming about their holiday; they’ve already furnished the room in their mind. Don't underestimate the power of a message sent 24 hours before they arrive—while they are still on their way or packing their bags.

At Hotel Desk, we’ve noticed something fascinating: When you reach out to a guest via WhatsApp while they are still at home or traveling—saying, "Hi Mr. Ahmet, preparations for your arrival tomorrow are complete. If you’d like to wash away the travel fatigue, shall our SPA team reserve a spot for you?"—the conversion rate is three times higher than an offer made at the front desk. Why? Because the guest can actually visualize that exhaustion, and they love the idea of everything being ready the moment they walk in.

The "Personalization" Lie in SPA and Restaurant Offers

Trying to push the same dinner menu or the same massage onto every guest is so 90s. True upselling comes from reading the guest's profile. If your guest is a family with children, offering a "romantic candlelit dinner" is just a waste of breath. But if you say, "We have a special event at our kids' club during dinner hours, so you can enjoy your meal while your children have a blast," then you’ve sold that table.

AI steps in here; it looks at the reservation details, filters past preferences, and catches the guest at that point where they simply can’t say "no." When a smart assistant sends a dinner offer an hour before sunset, while the guest is resting in their room (exactly when those hunger signals start kicking in) via WhatsApp, your restaurant occupancy lights up instantly.

The Visual Power of Digital Menus and Offers

Let’s face it; nobody wants to touch those thick, leather-bound physical menus that hundreds of people have handled anymore. But the craving created by a message on a guest’s phone, accompanied by a high-res photo saying, "Our chef just received fresh seafood today and can prepare a signature platter just for you," is on another level.

These "silent salespeople" operating through QR codes and smart assistants also take the sales pressure off your staff. Your receptionist doesn't have to stress about "not making a sale" for the manager; the system is already presenting the best offer in the most elegant way in the background. Your job is simply to deliver that service flawlessly.

The Bottom Line...

Upselling isn't about being pushy; it’s about saying, "I know what you need, and I’ve prepared it for you." If you don't deliver that offer at the right time (before room entry) and through the right channel (WhatsApp), you’re literally pushing money off the table.

Which service is the hardest to sell at your hotel? Do you find yourself saying, "We just can't fill the SPA" or "The restaurant stays empty"? Maybe the problem isn't the service, but the second you chose to offer it. ;)

What do you think? How much would it ease your operations if that massage was already sold before the guest even checked in? 👇