Helping hotel teams increase revenue per guest without compromising experience.
What this was
A practical upselling + cross‑selling programme designed for luxury hotel environments (incl. Meliá‑linked work), focused on increasing ancillary revenue while keeping service warm, natural and guest‑led.
The outcomes we cared about
- More confident front‑of‑house conversations
- Higher take‑up on upgrades and add‑ons
- Better consistency across the team (same standards, different personal styles)
- Guests feeling looked after, not “sold to”
Core skills the training built
- Reading intent + timing (when to offer, when to leave it)
- Language that feels like hospitality (not scripts)
- Upgrade framing: value, experience, convenience
- Cross‑sell mapping: pairing add‑ons that genuinely improve the stay
- Handling “no thanks” gracefully and moving on
The model (simple, memorable)
- Notice (what’s happening for this guest?)
- Offer (one clear option)
- Explain (one benefit)
- Confirm (make it easy to say yes)
- Close (warmly, then back to service)
Session formats I’ve run
- Team workshop (high energy, role‑play heavy)
- Managers session (coaching & consistency)
- On‑floor practice (micro‑drills + feedback)
Example modules
- Suggestive selling that doesn’t feel salesy
- Upgrade moments (check‑in, pre‑arrival, in‑stay)
- Food & beverage cross‑sells (pairing, pacing, prompts)
- Handling objections without pressure
Proof / materials
- Notes: see the reference in Linked page where Meliá/luxury‑hotel upselling work is mentioned.
Call to action
If you want a version tailored to your brand standards, property type, and guest profile, this can be adapted into a 60–90 min workshop or a half‑day training.