Should You Focus on Value and Hospitality vs. Upselling?
What’s the secret to record-breaking restaurant sales? Spoiler alert: It’s not pushing the most expensive item on the menu. The real magic happens when you master the art of genuine hospitality while subtly guiding guests toward choices they’ll love (and that also boost your bottom line). The best servers don’t just take orders; they create experiences that make guests eager to return—and spend more.
Here are five battle-tested tactics that will take your service (and sales) to the next level:
1. Be You. Seriously.
If guests don’t get a sense of who you are, why should they trust your recommendations? Authenticity matters. You don’t have to be everyone’s best friend, but a little personality goes a long way.
Find one thing you genuinely love about the menu and sell it with passion. Whether it’s your favorite cocktail, appetizer, or dessert, that enthusiasm is contagious. The more real you are, the more guests will connect with you—and the more likely they’ll come back just to see you (and spend more in the process).
2. Make Every Guest Feel Special
Think about the last time a restaurant made you feel truly valued. Tough, right? Guests want to know they matter, and small gestures can make a big difference.
- Call them by name when possible.
- Remember their usual order or drink preference.
- Ask about their last visit or how they liked a previous recommendation.
If your restaurant has a reservation system, use it! Add notes about guests’ preferences so you can tailor their experience every time. Recognition is pure gold—it costs you nothing but can turn a one-time visitor into a loyal regular.
3. Be the Expert Your Guests Expect
Confidence sells. Guests don’t want to dine with your doubts; they want to dine with your expertise. If you hesitate or seem unsure, they’ll second-guess your recommendations.
Perfect your pitch for at least one menu item—know it inside and out. Then, once you’ve mastered that, move on to another.
Beyond just the product itself, learn the story behind it:
- Who made it?
- Why is it special?
- Where did it come from?
- What’s the local food culture there?
People love details. The more you know, the more credible (and persuasive) you’ll be.
4. Nail the “What Do You Recommend?” Question
This is where the money is made. The way you describe a dish or drink can mean the difference between a guest choosing a mid-tier option or going for the top-shelf experience.
Example #1 (Boring):
“This Chardonnay is great. Aged for two years in oak, soft, silky, and buttery.”
Sure, it’s informative. But it’s also forgettable.
Example #2 (Exciting):
“X Chardonnay’s name means ‘kaleidoscope’—because it will change the way you see Chardonnay forever. Fresh sweet cream glides across your mouth, delivering waves of perfectly balanced buttery richness. The first sip is that ‘ahhh’ moment—like discovering something you never knew you needed but suddenly can’t live without.”
See the difference? One sells a product. The other sells an experience.
Also, pronunciation matters! If you’re selling something with a tricky name, learn how to say it confidently. Guests will appreciate the extra effort, and it makes your recommendation feel even more polished.
5. Don’t Judge a Book by Its Cover
Never assume you know what a guest is willing to spend. The guest in jeans and a hoodie might be a wine collector. The quiet couple in the corner might be celebrating something special.
When making recommendations, don’t just blurt out the most expensive option. Instead, use strategic wording to guide the guest in a certain direction.
For example, instead of:
“This is our most expensive Cabernet.”
Try:
“If you’re looking for something bold and unforgettable, this Cabernet is a standout—it’s got depth, structure, and a finish that lingers beautifully.”
Let them infer the price range, rather than making it about cost. That way, they’re choosing based on desire, not dollars.
The Bottom Line
Selling in a restaurant isn’t about upselling—it’s about creating an experience that makes guests want to indulge. When you combine authenticity, kindness, expertise, and storytelling, the sales take care of themselves.
Try these five strategies at your next shift and watch what happens. Not only will your sales grow, but your guests will leave happier, tip better, and return for more.
Now, go out there and sell like the hospitality rockstar you are!
