Empower your front desk team to enhance guest experiences and boost profits.
Too often hotels rely solely on pre-arrival upsell drip campaigns, but with similar offers from airlines, rental cars, and other hotels flooding their inboxes, most guests ignore them.
Pre-arrival emails are no longer enough.
Upselling benefits everyone, including the guest.
Tailored programs to meet your property's unique needs.
Upselling is best accomplished when welcoming front desk colleagues have authentic, conversations. Whereas websites and pre-arrival emails sell categories, front desk staff can sell specific locations and views.
With conversations taking place on arrival, guests are more likely to feel spontaneous and indulgent, with only the “gap” amount standing between them and the upgrade.
What Participants Will Learn
Acknowledge the quality of the room the guest has already booked, reinforcing their decision before suggesting upgrades.
Mentioning only the additional cost, present additional features or services that enhance the guest’s stay, such as room upgrades, special amenities, or exclusive services.
Tailor suggestions based on the guest’s preferences and needs, ensuring the upsell aligns with their interests.
Emphasize the advantages of the upgrade, focusing on how it will enhance the guest’s overall experience.
This training is beneficial for any hospitality professional involved in direct guest interactions, revenue generation, or customer experience enhancement.
The Front Desk Upselling Training program by Kennedy Training Network offers the following delivery formats:
To ensure full engagement from both staff and leadership, this training is most effective when conducted as a traditional, on-site workshop.
The program is structured as a half-day session, delivered twice to accommodate front office staff rotations—allowing one group to attend while the other covers shifts, and then switching.
As part of the training package, Kennedy Training Network (KTN) conducts a pre-training consultation to align the program with your property’s specific needs.
This meeting is ideally held in person if travel schedules permit or via Zoom when necessary.
During this session, KTN trainers thoroughly review your current upsell program, rate strategy, and any staff recognition or incentive systems in place, providing tailored suggestions & recommendations where appropriate.
For hotels with smaller teams or those located in remote areas where travel costs may be a concern, Doug Kennedy personally delivers the training via a live, interactive webcam session.
This private virtual training ensures the same high-quality, personalized learning experience without the logistical challenges of an on-site visit.
Call KTN during business hours Eastern Time USA at +1 (678) 466-9173 or info@kennedytrainingnetwork.com
These are the most commonly asked questions about Front Desk Upselling.
The program aims to equip front desk staff with skills to identify and capitalize on upselling opportunities, enhancing guest experiences and increasing revenue.
Front desk associates, guest service agents, front office supervisors, and other hospitality professionals involved in direct guest interactions who seek to improve their upselling techniques.
The training is available in various formats, including on-site workshops and live remote sessions, to accommodate different organizational needs.
The training includes practical scripts, role-playing exercises, and real-world scenarios to help front desk agents feel confident in their upselling approach.
Yes, the program can be tailored for luxury resorts, upscale hotels, and independent properties, focusing on strategies that best fit each type of property.
Some of Doug Kennedy’s Articles On Front Desk Upselling
