Most guests do not mind being sold to. They mind being pushed. The difference between the two is whether the recommendation feels like it is for them or for you.
Good upselling is really good advice. When waiters get it right, guests enjoy their meal more, and your average spend goes up.
Why it matters
Margins in hospitality are thin and costs keep rising. The National Restaurant Association’s 2026 State of the Industry research highlights persistent cost pressure and cautious consumer spending. When traffic is hard to grow, raising the value of each visit is one of the few levers you control directly.
Know the menu deeply
You cannot recommend what you do not know. Waiters should taste the key dishes, know what makes each one special, and know which drinks pair with which plates. A genuine “this is my favourite” beats any script.
Describe, do not ask
“Would you like a starter?” invites a quick no. “The prawns tonight come straight off the grill with garlic butter — they’re perfect to share while you look at the mains” paints a picture. Sensory description sells without pressure.
Suggest, do not list
Offer one or two specific options rather than reading the whole menu. Too many choices lead to no choice at all.
Time it well
The best moments are natural decision points: drinks on arrival, sides with the main, dessert when plates are cleared, coffee at the end. Upselling at the wrong moment feels like interruption.
Read the table
A business lunch in a hurry does not want the dessert trolley. A celebrating group might love a bottle of something special. Matching the suggestion to the guest is what separates good advice from pressure.
Accept no gracefully
If a guest declines, smile and move on. A graceful no leaves the door open for the next visit. A disappointed sigh closes it.
Train it as a skill
Upselling is a learnable skill, and most waiters have never been taught it. Our Waitering Excellence programme covers menu knowledge, recommending and selling naturally as part of the full sequence of service. Customer Service Excellence builds the guest-reading skills behind it, and both front-of-house essentials come together in Restaurant Staff Excellence.
Ask each waiter to name their favourite dish and explain why in one sentence. That sentence is their best upsell.
References
National Restaurant Association: 2026 State of the Restaurant Industry. https://restaurant.org/research-and-media/research/research-reports/state-of-the-industry/
