In what context would you likely find upselling used in hotels?

Upselling is commonly utilized during front desk check-ins in hotels as it provides an opportunity for staff to enhance the guest experience and increase the hotel's revenue. At this stage, front desk personnel can engage with guests directly and present them with options for upgrades or additional services that could improve their stay. For example, they might suggest a room upgrade to a suite or offer access to premium amenities, such as spa services or dining experiences.

This interaction is strategic, as guests are typically excited about their upcoming stay and may be more receptive to additional offers that enhance their experience. The face-to-face interaction allows the staff to gauge the guests’ interests and tailor their recommendations accordingly, making it an effective time for upselling.

Other contexts, such as managing complaints or handling back-office accounting, typically focus on resolving issues or administrative tasks rather than sales opportunities. Marketing strategies related to room reservations might involve upselling, but they usually occur earlier in the customer journey, rather than at the point of arrival when guests are checking in. Therefore, front desk check-ins provide a unique and direct opportunity for upselling that has the potential to benefit both the guest and the hotel.