7 Front desk upselling offers that drive profit
Oaky
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The hotel front desk isn’t just a check-in and checkout hub. It’s the place to connect with guests, set them up for an amazing stay, and find ways to make their experience even more enjoyable.
It’s also a moment to introduce your guests to extra services and amenities your hotel offers. This is why, when developing a hotel upselling strategy, this is not the touchpoint to overlook.
That said, implementing a profitable upselling strategy at the front desk is easier said than done.
Along with the challenges of an unconfident team lacking skills and motivation to upsell guests at check-in (find out how to motivate and train your team by reading this article), many hoteliers also struggle to pinpoint which deals should be upsold to make the effort worthwhile.
Breakfast and parking often steal the show because they’re so easy to promote. But there’s a world of untapped potential beyond these options.
In this article, we’ll explore the top offers to upsell at the front desk based on the Oaky data, techniques for promoting them, and how automation can improve your upselling results.
Why is it critical to go beyond upselling breakfast and parking at check-in?
The answer is simple—if you only focus on standard offerings, such as breakfast and parking, you're missing out not only on potential revenue but also on the chance to elevate your guest experience.
While these options might seem like easy upsells, the reality is that your guests are often willing to spend more on other offers as long as they’re aware of them. Modern travelers expect more than just a place to sleep.
They’re looking for personalized and enriching experiences, tapping into their desires for comfort, adventure, and luxury
It’s also a win-win for you. By upselling more high-margin deals (e.g., room upgrades, premium services, spa treatments, special packages, etc.), you can maximize your upsell revenue and put your entire hotel inventory to work.
Top revenue-boosting deals to upsell at the front desk
1. Room upgrades:
Although upselling room upgrades may seem challenging for many hoteliers, offering them at check-in can have a significant impact on your revenue. Skilled front desk agents can encourage guests to upgrade by personalizing offers, using evocative and persuasive language, and presenting the upgrade as an added value rather than just a transaction.
Why prioritize hotel room upgrade sales at check-in? As high-margin upsells, room upgrades generate higher revenue than other options. For example, upgrading from a standard room to a suite might generate an additional $50–$200 per night, compared to $20–$30 for breakfast or parking. This way, you can also ensure your premium rooms don’t sit empty, and you can resell standard rooms to last-minute bookers.
Room upgrades also produce an immediate impact on the guest experience. By stepping into an upgraded room, a guest can enjoy extra space and take advantage of high-end amenities.
How to upsell them
Look for guests who would appreciate an upgrade opportunity: Not every guest will be interested in a room upgrade. Focus on guests traveling on special occasions (e.g., honeymoon, anniversary). They tend to splurge to make their stay more memorable. Families with kids or groups might also appreciate the extra space an upgrade offers.
On top of that, frequent travelers and loyalty members are more used to elevated service and often purchase room upgrades to enjoy the exclusivity of premium accommodations.
Leverage visual appeal: Showcase high-quality images or videos of upgraded rooms to entice guests.
Highlight benefits that evoke emotions: Rather than focusing on room features, focus on the benefits and experiences they deliver. For example, instead of describing a room upgrade as having “a king-sized bed and extra space,” present it as “a private retreat with unforgettable city views where you can unwind after a day of exploring.”
Mention incremental price: Instead of saying, “You have a great chance to upgrade to a deluxe room for $250”, say, “For only $50 extra, you can get our deluxe room with a hot tub and a terrace.”
Ensure your front desk agents are familiar with the rooms they market: If they've never seen the presidential or junior suite, they'll lack enthusiasm when describing them to guests. Make it a priority for them to experience the rooms firsthand so they can present them from the best angle.
2. Early check-in
Many guests arrive before the standard check-in time, often after long flights or early travel, and can’t wait to settle in.
Offering an early check-in provides them with convenience and comfort, creating a positive first impression and reducing frustration. Guests are often willing to pay an extra fee to gain immediate access to their room, making it a great way to generate incremental revenue for your hotel.
How to upsell it
Train agents to spot relevant upselling opportunities: If the guest arrives early or has traveled from afar, inform them about the early check-in option right away.
Appeal to comfort: Emphasize the convenience of avoiding the hassle of waiting in the lobby
Offer tiered pricing: Consider offering flexible pricing based on how early the guest wants to check in. This gives guests options based on their preferences and budget.
For example:
Check-in at 10:00 AM for $50
Check-in at 12:00 PM for $30.
3. Late check-out
Many travelers have late flights, meetings, or simply want a stress-free departure. Late check-out eliminates the hassle of storing luggage or waiting around in the lobby or outside of the hotel. It gives guests peace of mind, making their stay more enjoyable, while you earn extra revenue.
How to upsell it:
Position it as a stress-free option: “Extend your stay until 4 PM and enjoy a relaxed departure for just $25.”
Promote availability: Ensure guests know late check-out is an option, either during check-in or through mid-stay reminders.
Bundle it with other services: Combine late check-out with breakfast or spa discounts to create more appealing packages.
Offer tiered pricing: Provide flexible pricing based on the extension length. For instance:
Until 2:00 PM: $20
Until 4:00 PM: $40
Until 6:00 PM: $60.
4. Spa treatments
In many cases, a hotel spa is a luxury that guests may not initially plan for but are often tempted to indulge in once they’re aware of your offerings. Check-in presents a golden opportunity to communicate spa offerings to arriving guests and fill up your spa.
How to upsell them
Focus on exclusivity: Promote limited-time offers like “Exclusive spa treatments for hotel guests only.”
Tailor the message to the guest type in front of you: For example, for a business traveler, emphasize stress relief, while for couples, highlight romantic packages or a couple massage.
Use descriptive and emotional language: Appeal to the guest’s senses with descriptions like “relaxing aromatherapy massage” or “invigorating facial treatments.”
Upsell during peak moments: Mention spa packages when guests inquire about relaxation or during stressful periods.
Use visual cues: Showcase your spa menu with high-quality photos of treatments and serene environments.
5. Dining experiences or unique F&B deals
Introducing dining options at check-in helps guests feel taken care of, as it solves the immediate question of, “Where should we eat tonight?”
It’s also an excellent opportunity to keep guests on the property, boosting your incremental revenue instead of losing them to off-site restaurants.
How to upsell them:
- Personalize recommendations: Tailor your suggestions to the guest’s preferences:
Families: “Our buffet has a kids’ section with plenty of options for little ones.”
Couples: “Our candlelit dinner package includes champagne and live music—perfect for a romantic evening.”
Business travelers: “Our bar has a great happy hour if you’d like to unwind after your meetings.”
Use guest data (e.g., the purpose of their stay or group size) to offer the most relevant options.
Paint a picture with your words: Describe what makes your dining options special and exciting using descriptive and evocative language, e.g., “Our rooftop restaurant offers breathtaking sunset views with a Mediterranean-inspired menu.”
Create a sense of urgency: Encourage guests to act quickly by emphasizing limited availability: “We only have a few spots left for tonight’s wine-tasting dinner. Would you like to book now?”
Leverage visual cues: Use eye-catching materials to showcase your dining options:
Menus with mouth-watering photos of signature dishes.
Videos or images of your restaurant ambiance displayed on digital screens at the front desk.
Brochures promoting F&B specials and experiences.
6. Local experiences
Leisure travelers crave authentic local experiences when visiting a new destination. The 2025 Hilton Trends Report shows that 74% of guests value recommendations from locals. Check-in presents a great opportunity to suggest local tours and activities that can create a unique and memorable stay for your guests.
How to upsell them:
Highlight the unique nature of experiences: Guests want activities they can’t find anywhere else. Make sure the experiences you promote feel exclusive or special:
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“Our guided sunrise hike is the perfect way to take in breathtaking views of the city skyline.”
“We’ve partnered with a local winery for an exclusive tasting experience—only available to our guests.”
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Personalize recommendations: Tailor your suggestions to the guest in front of you. Vary the phrasing and benefits based on what can pique their interest.
For families: "If you’re looking for something fun for the kids, the wildlife park is awesome. They’ve got interactive exhibits, animal feedings, and all kinds of activities the little ones will love."
For couples: If you’re looking for something adventurous and unique, the wildlife park is a great pick. It’s a nice way to spend time together while exploring nature and getting up close to some amazing animals. Plus, you can take nice pics together”
Create a sense of urgency: Encourage immediate bookings by emphasizing limited availability: “Our food tour only has two spots left for tomorrow. Would you like me to reserve one for you?”
7. Signature experiences
Signature experiences provide unique, memorable activities that set your hotel apart. Not only do these experiences elevate your branding, but they can also resonate with guests, looking for one-of-a-kind moments.
How to upsell them:
Emphasize exclusivity: Use language like “Once-in-a-lifetime experience” or “Only available at our hotel.”
Leverage storytelling: Use vivid descriptions to create emotional connections.
Highlight testimonials and popularity: Use social proof to persuade guests to give these experiences a try: “A lot of guests rave about our special wine-tasting tour. It’s one of the top-rated experiences here, and many say it's the highlight of their stay! Would you like me to reserve a spot for you?"
Use scarcity and a visual appeal to present signature experiences.
How hotel front desk upselling automation can ensure consistent sales at check-in
Upselling at check-in can often feel like a daunting process for front desk teams. It requires juggling a lot of tasks at once:
Identifying the right upselling opportunities
Crafting personalized pitches
Manually checking availability and pricing for deals in a spreadsheet or PMS.
And doing it all while keeping a smile on your face.
Needless to say, the strenuous process, lack of incentives and training doesn’t help motivate the team. That’s why only a few passionate individuals end up driving results.
But it doesn’t have to be this way. With Oaky’s Front Desk Upselling module, you can make upselling a breeze for your team and turn it into an integral part of your revenue-generating strategy. Oaky’s Front Desk Upselling enables you to:
Increase revenue with real-time, data-driven upselling recommendations right from the software: Your agents don’t have to rack their brains on what to upsell to the guests standing in front of them. With a clear overview of guests’ data, booking details, and available options, they can confidently suggest the most relevant upsells.
Ditch spreadsheets and reduce manual work: Thanks to 2-way integrations with world-leading PMSs, Oaky updates a guest’s folio in your PMS automatically upon a successful upsell.
Improve the guest experience: Present only relevant deals to guests, adding real value to their stay.
Motivate your team with incentives: Implement a robust incentive program and track team performance to reward your agents for successful upsells, keeping team morale high.
