The Art of Confident Selling in Hospitality: Upselling & Cross-Selling with Charisma
Pablo Torres
Help you optimize the Total Revenue of your property | Training, mentoring and consulting | Book author | Top 25 Global Social Media Infuencer in Hospitality
Upselling and cross-selling aren’t just revenue-boosting strategies. They are tools for enhancing guest experiences. When executed with confidence and charisma, these techniques not only increase ancillary revenue but also leave guests feeling valued and understood.
Charlie Houpert, a leading expert on charisma and confidence, emphasizes that the way you present yourself, the way you speak, and the energy you project significantly influence how people respond to you. This principle applies perfectly to hospitality sales: guests don’t just buy a product or service—they buy into the energy, confidence, and conviction of the person offering it.
Confidence & Charisma: The Secret Weapons of Sales in Hospitality
Selling in hospitality isn’t about pushing products—it’s about presenting solutions that improve the guest’s experience.
Both techniques are more effective when delivered with confidence and charm.
Why Confidence Matters in Upselling & Cross-Selling
Guests are more likely to say “yes” when they sense:
? Certainty – The person offering the upgrade believes in its value.
? Enthusiasm – The recommendation is genuine and delivered with positive energy.
? Expertise – The salesperson understands the guest’s needs and recommends the best option.
A hesitant, robotic upsell will fail. But a charismatic, confident approach makes guests feel excited about the extra value they’re receiving.
Step 1: Master the “Confident Seller” Mindset
Before diving into specific techniques, hospitality professionals must internalize the right mindset. If you feel awkward or “pushy” when selling, your guests will pick up on it. The goal is to frame selling as service.
Reframing Sales as an Enhancement
Instead of thinking: ? “I need to sell this upgrade to meet my target.” Start thinking: ? “This upgrade will make their stay even better—I’d be doing them a favor by offering it.”
Confident selling comes from genuinely believing in what you’re offering.
Build Emotional Momentum
Charlie Houpert highlights the importance of energy and presence. Your tone, body language, and eye contact set the stage for a guest’s decision-making process.
?? Example: Instead of saying, “Would you like to upgrade to a suite?”, say, ?? “I have something really special for you—a stunning suite with breathtaking views. It’s only €50 more per night, and it includes an exclusive lounge access with complimentary cocktails. Shall I reserve it for you?”
The difference? Confidence, vivid language, and an assumptive close.
Step 2: Upselling with Charisma – The VIP Treatment Approach
Upselling is most effective when it makes the guest feel special. People love exclusivity, premium experiences, and personalized recommendations.
1. The “Limited & Exclusive” Technique
Scarcity creates urgency. If something is limited, exclusive, or only available for a short time, it becomes more desirable.
? Instead of: “Would you like a late checkout?” ?? Say: “I can offer you a complimentary late checkout until 2 PM if you’d like to enjoy a relaxed morning at the spa.”
? Instead of: “Would you like to book a cabana?” ?? Say: “Our poolside cabanas are highly sought-after, but I have one available for tomorrow—would you like me to secure it for you?”
Why this works: Guests feel like they’re receiving VIP treatment rather than a sales pitch.
2. The “Because” Effect
Psychological studies show that people are more likely to agree to something when given a reason.
? Instead of: “Would you like a bottle of champagne in your room?” ?? Say: “Would you like to celebrate with a bottle of chilled champagne in your room? It’s a wonderful way to unwind after your journey.”
Adding a “because” or emotional trigger makes the offer more compelling.
Step 3: Cross-Selling with Charisma – The “Perfect Pairing” Method
Cross-selling is about anticipating guests’ needs and making expert recommendations. The key? Position the offer as a natural complement to what they already love.
1. The “If You Love That, You’ll Love This” Approach
People trust recommendations that feel personalized.
?? Example (Restaurant Upsell): Guest orders a steak. Instead of just serving it, the waiter confidently suggests: ?? “Our chef recommends pairing this steak with our aged Malbec—it enhances the flavors beautifully. Would you like to try a glass?”
?? Example (Spa Cross-Sell): Guest books a facial. Instead of just confirming, the receptionist adds: ?? “For the ultimate glow, many guests add a rejuvenating eye treatment. It works wonders! Would you like me to include it?”
Why this works: It makes the suggestion feel tailored rather than a generic sales pitch.
2. The “Next Step” Strategy
Guide guests naturally from one experience to the next.
? Before check-in: Suggest room upgrades, welcome packages, or transportation services. ? During their stay: Offer dining experiences, spa treatments, excursions, or premium amenities. ? At check-out: Suggest future bookings, loyalty programs, or take-home products (e.g., spa oils, branded wine bottles).
?? Example (Hotel Check-Out): ?? “It’s been a pleasure having you! Many of our guests book their next visit before they leave to secure the best rates. Shall I check availability for you now?”
Why this works: It feels like a thoughtful suggestion rather than a hard sell.
Final Thoughts: Selling with Confidence & Charisma is a Game-Changer
Selling in hospitality isn’t about persuasion; it’s about enhancing the guest experience through confident recommendations.
? Confidence builds trust.
? Charisma makes guests feel special.
? Upselling & cross-selling create memorable experiences.
By owning your energy, using vivid language, and positioning sales as a VIP service, you’ll increase guest satisfaction and boost revenue effortlessly.
Now it’s your turn! What’s your favorite upselling or cross-selling technique? Let’s discuss in the comments!