Leveraging body language to elevate Hotel customer service and drive Ancillary Revenue

First impressions and guest interactions are critical to success. Whether it’s a front desk associate welcoming a guest or a spa attendant recommending an upgrade, every encounter influences the guest's perception and experience. As highlighted in the body language expert insights, non-verbal cues and communication techniques play a crucial role in building trust, enhancing guest satisfaction, and ultimately driving ancillary revenue.

Let’s explore how hotels can apply body language and psychological cues to create memorable guest experiences and boost revenue through effective upselling and service excellence.

1. First Impressions: Building Warmth and Competence from the Start

Research shows that 82% of first impressions are based on warmth and competence. Guests form their opinions quickly based on how approachable and knowledgeable hotel staff appear.

How Hotels Can Apply This:

1. Posture and Presence
2. Facial Expressions Matter

Example: A concierge with a warm smile and an open posture is more likely to encourage guests to engage in upsell opportunities, such as booking an exclusive tour.

2. The Art of Suggestive Selling: Leveraging Subtle Non-Verbal Cues

Upselling in hospitality should never feel forced; rather, it should be a natural extension of guest interactions. Effective use of non-verbal communication can enhance persuasion without being pushy.

Techniques to Apply:

1. Framing Upsells Positively
2. Vocal Tone Influence
3. Gestural Reinforcement

Example: When suggesting a spa treatment, a receptionist could gently lean in, lower their tone slightly, and present the offer with an inviting hand gesture, making the offer feel personalized rather than sales-driven.

3. Observing Guest Micro-Expressions to Tailor Offers

Guests often give away subconscious clues about their interests or hesitations through micro-expressions, which last only a fraction of a second. Observing these expressions can help hotel staff personalize their approach.

Key Micro-Expressions to Watch:

1. Curiosity (Raised Eyebrows/Widened Eyes)
2. Hesitation (Crossed Arms/Averted Gaze)
3. Excitement (Smiling, Leaning Forward)

4. The Power of Exclusivity: Making Guests Feel Special

Exclusivity enhances desirability, and body language plays a critical role in conveying exclusivity without alienating guests.

Best Practices:

1. Creating a Sense of Privilege
2. Scarcity Cues

Example: Presenting a premium upgrade with exclusivity cues such as “We have only two suites available with ocean views tonight” can subtly nudge guests toward purchasing.

5. Avoiding Common Communication Mistakes in Upselling

Despite the importance of upselling, certain mistakes can hinder the guest experience and revenue potential.

Mistakes to Avoid:

1. Fake Smiles
2. Aggressive Body Language
3. Overusing Sales Tactics

6. Personalization Through Observational Selling

Tailoring offers to individual guest preferences is one of the most effective ways to boost ancillary revenue.

Steps to Implement:

1. Active Listening
2. Body Language Mirroring
3. Verbal and Non-Verbal Synchronization

Example: If a guest frequently inquires about fitness amenities, the staff can recommend a personalized wellness package without feeling intrusive.

7. Practical Training for Hotel Staff

To implement these insights effectively, hotels should incorporate body language training into their staff development programs.

Training Exercises:

1. Role-Playing Real Scenarios
2. Video Feedback
3. Peer Observations

Let's move now into practical scenarios, by department, so that you can take away the most practical approach possible:

1. Front Desk Upselling: Offering a Room Upgrade

Scenario: A guest checks in, and the receptionist wants to suggest an upgrade to a suite with a private balcony.

Do:

• Posture: Stand upright with an open posture, hands visible (steeple gesture if seated) to convey confidence and honesty.
• Eye Contact: Maintain consistent but natural eye contact, especially when explaining the benefits of the upgrade.
• Tone: Use a warm, steady tone: "We have an exclusive suite available that includes a private balcony with breathtaking ocean views. Would you like to enhance your stay?"
• Facial Expression: A genuine smile and slight head tilt to express friendliness and approachability.

Don’t:

• Avoid crossed arms, which may signal defensiveness.
• Speaking too fast or using an uncertain tone (e.g., "Um... we might have a suite upgrade available...").
• Overwhelming the guest with too many details at once.

2. Spa Upsell: Promoting an Exclusive Package

Scenario: A guest visits the spa to book a standard massage, and the attendant wants to upsell a premium package.

Do:

• Gestures: Use open hand gestures to describe the offer, emphasizing key benefits.
• Facial Expression: Maintain an empathetic and relaxed demeanor to build rapport.
• Language: Use persuasive framing: "Many of our guests love our signature spa ritual, which includes aromatherapy and a private relaxation suite. It's the perfect way to unwind after a long day."
• Mirroring: Subtly reflect the guest’s body language to establish rapport and connection.

Don’t:

• Avoid standing too close, which can feel intrusive.
• Using jargon-heavy language that might confuse the guest.
• Rushing through the offer without reading the guest’s interest level.

3. Restaurant Upselling: Recommending Premium Dining Options

Scenario: A waiter wants to suggest a premium wine pairing for the guest’s meal.

Do:

• Body Positioning: Stand at an approachable angle, leaning slightly in to show attentiveness.
• Tone & Timing: Wait for the guest's order, then suggest a pairing with a confident tone: "I’d recommend pairing your steak with our award-winning local red wine, which enhances the flavors beautifully."
• Subtle Cues: Nod slightly while speaking to encourage agreement and interest.

Don’t:

• Avoid hovering over the table, which can make guests uncomfortable.
• Pressuring the guest by listing too many options.
• Speaking too formally, which can create distance.

4. Concierge Service: Promoting an Exclusive City Tour

Scenario: A guest inquires about local activities, and the concierge wants to recommend a premium private city tour.

Do:

• Hand Gestures: Use an open hand gesture to showcase a brochure or point to key features.
• Vocal Cadence: Speak in an engaging, enthusiastic tone to create excitement. "Our private city tour offers a unique experience tailored to your interests, including exclusive access to hidden gems."
• Non-Verbal Encouragement: Maintain an inviting posture and nod gently to show active listening.

Don’t:

• Avoid crossing arms or standing too rigidly.
• Speaking in a monotone voice, which can diminish the guest’s interest.
• Forgetting to personalize the offer based on the guest's expressed preferences.

5. Housekeeping Upsell: Promoting Turndown Services or Amenities

Scenario: A housekeeping staff member wants to upsell a premium turndown service with aromatherapy.

Do:

• Approach with Confidence: Maintain an upright posture and friendly smile.
• Soft and Professional Tone: "Would you like to enjoy our special turndown service tonight? It includes lavender-scented pillows for a more relaxing sleep."
• Gentle Gestures: Point subtly to the scent options while maintaining an open and inviting stance.

Don’t:

• Avoid interrupting the guest at an inconvenient time.
• Over-explaining the service, leading to decision fatigue.
• Displaying nervous or unsure body language, such as fidgeting.

Conclusion: Small Changes, Big Impact

By mastering body language techniques—such as posture, eye contact, gestures, and tone—hotel staff can create meaningful guest interactions, build trust, and increase ancillary revenue opportunities. The key is to combine warmth and competence, ensuring guests feel valued while being gently guided towards premium experiences.