Given today's economy and spiraling costs, upselling the hospitality customer is a necessity. There are many ways to improve the bottom line without making it obvious to the customer.

Hotel upsell

Hotel staff will benefit from basic training. Learning how to ask open-ended questions and qualifying objections are keys to success. Staff needs to know which are the profitable products to be upsold. This includes learning the individual products as well as the packages.

Including room upgrades to junior or one-bedroom suites, the addition of a second room at a discounted rate for families with children, executive- or concierge-level rooms with special amenities or activities, bottled water for the room, champagne or brand-name bar beverage for a guest's special occasion, or a special pizza delivery from room service. Roll playing, staff tours and product sampling will help focus your initiative and make the upsell more effective.

Food and beverage upsell

Food and beverage staff will benefit with basic and enhanced training, given the breadth of products with upsell potential. Here are a few tips:

• When a guest asks for glass of white wine, present two top-shelf options by the glass. Do not ask if the patron wants the house wine.
• If a customer orders a martini, ask if Svedka or Grey Goose is preferred? Both are top-of-the-line options that will cost more.
• Successful upsell marketing strategies can include training the wait staff to quickly serve the dessert after ordering to encourage the impulse buy of another from the same table. This also true for after-dinner liqueur, coffee and selected specialty teas.
• Offering a cheese, guacamole or fajita cart for the customers' viewing will entice the sale.
• Selling an elaborate dessert tray to a table with samples of the product.
• Making sure the wait staff knows which desserts comply with the popular diet categories of low-calorie, gluten-free or paleo for upselling the reluctant dessert patron.

Here are a few ways to get customers to eat and consume more, increase the check tab, and leave more quickly (so you can turn the table):

• Seat patrons at tables in the middle of the floor where they are surrounded by the hustle and bustle of traffic. They will eat more quickly and leave, turning the table for the next customer.
• Don't select comfortable chairs. Patrons will complete the meal faster if slightly uncomfortable.
• Turn up the music. It is proven that when the music is louder, you chew faster. A Fairfield University study found that people increased their chewing rate by one-third, from 3.83 to 4.4 bites per minutes when listening to louder music.
• Increase the noise level. Men actually consume more adult beverages when the noise level is higher and do it in less time.
• Design your seating in an open setting with floors, walls and ceilings that echo sound, rather than dampening it.
• Successful Restaurant Design recommends using bright, primary colors. They not only promote the desire to eat, but also encourage turnover. Bold warm colors, such as yellow, orange or red, are especially good for fast food, casual restaurants and bars.

Upselling is a strategy that should become an integral part of your operation. Providing incentives for staff for successful marketing will help insure that the upselling continues and your profits grow.