Upselling means suggesting something extra or better, such as a side dish, dessert or room upgrade. Done well, it is simply good advice. Honest recommendations rely on what the guest wants and on your product knowledge, never on pressure.
Why it matters
Good suggestions raise sales and often tips, and guests discover something new. Pushy selling destroys trust.
Key ideas
Specific, not general
'Anything else?' usually gets a no. 'Our lemon tart goes beautifully with coffee' gives guests a real idea.
Match the guest
Suggest a quick side for someone in a hurry, or wine for a relaxed group.
Honesty first
Only recommend what you believe in, and be truthful about price and portion size.
Step by step
- 1
Learn the menu, including a few favourites.
- 2
Listen to what the guest wants.
- 3
Make one specific suggestion at the right moment.
- 4
Mention the price if it is much higher.
- 5
Accept a no with a smile.
Do
- Taste products when allowed, so your descriptions are genuine.
- Offer dessert naturally as you clear the mains.
- Suggest cheaper options to cost-conscious guests.
Common mistakes
- Don't repeat an offer after a no.
- Don't let guests think an extra is free.
- Don't push more alcohol on a guest who has had enough.
The situation
A guest at the bar orders a gin and tonic and asks which gins you have.
What a professional does
You ask, 'Do you prefer something classic or more floral?' They say floral, so you suggest a premium gin with cucumber and mention it costs a little more than the house gin. They happily choose it. Had they said no, you would have served the house gin just as warmly.
Useful phrases
“If you have room, the chocolate cake is made here and lovely with coffee.”
“For a little extra, you could have a balcony room. Shall I tell you more?”
Pro tip
Pick two items each shift that you genuinely love, and recommend them.
Quick check
A guest declines dessert. Should you suggest the cheese board instead?
Think about it, then show the answer
Usually not. One suggestion helps; more after a clear no feels like pressure.