Let’s clear something up:
Successful upselling doesn’t mean pitching to every single guest.
It means focusing on the right guests at the right moments — the ones most likely to say yes.
Here’s how to work smarter (not harder) when it comes to guest targeting.
Step 1: Use Pre-Arrival Data to Spot Missed Opportunities
Your best upsell target at the front desk is often the guest who didn’t upgrade via email.
Ask yourself:
Did the guest ignore the pre-arrival offer? → Now’s your chance.
Are they arriving early? → Offer early check-in or a premium room with immediate access.
Did they book a long stay or high ADR? → They’re more likely to value the upgrade.
💡 Use Planhat or your PMS to spot these in advance, or ask your CSM for patterns to look for.
Step 2: Focus on High-Value Room Categories
You don’t need to push every room type — go where the revenue is.
Prioritise upgrades like:
Standard → Deluxe or Executive
City view → Suite
Ground floor → Top floor
✅ These upgrades feel like a true “experience boost”
✅ They’re easier to describe with excitement
✅ They offer more perceived value to the guest
When Not to Upsell
Sometimes it’s better not to pitch at all — and that’s okay.
Skip the upsell when:
The guest is visibly stressed or in a hurry
The only upgrade available isn’t noticeably better
You’ve already hit your shift target and want to prioritize guest flow
Remember: selective pitching = smarter selling.
What to Say (Fast + Natural)
“We have a beautiful top-floor room with skyline views available today — would you like to treat yourself?”
“Since you’re arriving early, we have an upgraded room ready right now. Want to take it?”
“Would you be interested in a room with more space and a better view? Just €20 more.”
🧠 Tip: Always lead with benefit, not price.
Recap: 5 Ways to Target the Right Guest
Didn’t convert via pre-arrival? ✅ Pitch at check-in
High booking value or long stay? ✅ Great candidate
Early arrival? ✅ Offer early access + upgrade
Upgrading = visible experience difference? ✅ Pitch it
Rushing, grumpy, or booked lowest room type? ❌ Let it go
You don’t need to sell to every guest to see great results.
You just need to pick the right moments — and make them count.