Let’s be real: most front desk teams don’t wake up excited to sell.
But that’s not because they don’t care — it’s because they’re:
Busy
Unsure what to say
Not sure if it even makes a difference
The good news? You don’t need to turn your team into salespeople.
You just need to give them structure, confidence, and a reason to care.
Here’s how to do exactly that 👇
1. Make it a Team Game, Not a Solo Task
Front desk staff love working together. So make upselling something they collectively own.
Try this:
Set a team target instead of individual pressure
Celebrate the team when they hit their goal
Use language like “Let’s beat yesterday” or “We’re 2 away from this week’s goal!”
💡 Motivation increases when the reward is shared — even if it’s just recognition.
2. Give Them a Script — Then Let Them Make It Their Own
Confidence is the biggest blocker.
Don’t assume your team knows how to pitch an upgrade on the fly.
Share simple talk tracks like:
“We actually have one of our top-floor rooms available today — would you like to treat yourself to a little extra space?”
Then let them adapt it to their own voice.
Role play during team briefings. Keep it fun and short.
3. Add a Visual Goal Tracker
Seeing progress motivates action.
Use a whiteboard behind the desk, a post-it system, or even a digital counter.
Every upgrade or add-on gets marked down. Make it visible. Make it real.
End-of-shift shoutouts:
“3 upgrades this shift — amazing job!”
“We’re only one away from our weekly record!”
4. Recognize the Effort, Not Just the Win
Some days, the upsell won’t land — and that’s okay.
A great culture motivates by celebrating effort and initiative, not just results:
“Loved how you pitched the upgrade to that family — great tone.”
“You remembered to mention the early check-in at the perfect moment — nice job!”
5. Keep Things Fresh
Motivation dips when things feel repetitive.
Every 2–3 weeks, change it up:
Run a mini competition
Offer a mystery reward
Highlight a new upsell item or room to promote
Small resets = renewed energy.
Remember:
Motivated teams don’t just sell more — they enjoy the process.
And when they feel supported, confident, and seen?
That’s when the real momentum kicks in.