The Modern Art of F&B Up-selling

The Modern Art of F&B Up-selling

Introduction

This compact 1-day programme acknowledges that, while more time would be ideal, the realities of shift-based scheduling in F&B often limit available time.

So we created this 7 hour compressed version designed specifically for teams that already understand the fundamentals of up-selling, but need that extra push. Perhaps they simply need fresh ideas, renewed confidence, or a nudge to refine their approach. Our teaching approach is to use examples directly from their own menus, we help participants recognise and sharpen their ability to spot pairing and up-selling opportunities. All within a single, high-impact day.

Up-coming Intake date: 30 July 2026 @ KLCC - 1 day @ RM1,400/pax - Group disc @ RM980/pax.
Download brochure to reserve your seat(s), or hit Get Proposal for In-house quote. Share as much details in the comment part, i.e: no. of pax, learning gaps, location, etc.

Want to take your team's up-selling skill a notch-up? Explore our 2-days F&B Up-selling content. Topics focused on practical role-plays, outcomes customisable to your team's learning goals, and includes a Pocket Guide to F&B Up-selling - a scripted booklet designed to fit your menu/operations SOP.

Outcome

Upon successful completion of this program, participants will be able to:

- Shift their mindset from transactional selling to experiential value-building.
- Master menu knowledge to articulate compelling stories about food and beverage offerings.
- Apply sophisticated verbal and non-verbal communication techniques to make seamless recommendations.
- Identify guest types and occasions to tailor suggestions effectively.
- Utilize basic psychological principles and modern technology to guide guest choices.
- Handle objections gracefully and maintain a positive guest relationship throughout the interaction.
- Develop a personalized action plan to implement new skills immediately in their workplace.

Select to design your own content and request for a customized quotation

No	Topic	Topic Description
1	The Philosophy of Guest-Centric Selling	This session reframes the purpose of upselling. We explore how building genuine trust and focusing on enhancing the guest's experience is the most effective and sustainable sales strategy. It covers the ethics of selling and how to create value for both the guest and the establishment.
2	Menu Mastery & The Art of Storytelling	Moving beyond memorizing ingredients, this topic teaches how to understand the "why" behind a dish or drink. Participants learn to craft and deliver concise, compelling stories about provenance, preparation, and flavor profiles that entice guests and justify value.
3	Identifying Guest Types & Occasions	Participants learn to quickly identify different guest archetypes (e.g., The Celebrator, The Indecisive, The Foodie, The Budget-Conscious) and tailor their approach accordingly. The session also focuses on unlocking the value of different occasions, from business dinners to romantic celebrations.
4	The Power of Suggestion	This highly practical session provides a toolkit of effective language techniques. Participants practice moving from closed ("Would you like?") to open-ended questions, using the "Two-Choice" strategy, and employing sensory, aspirational vocabulary to make irresistible suggestions.
5	Building the Check	This topic provides a strategic view of the guest journey. Participants learn to identify and capitalize on key touch-points for adding value—from pre-selling during greetings and crafting the perfect drink order to sequencing courses and presenting desserts.
6	Tech-Enabled Selling & Practical Pairing	A modern look at using available tools. This includes leveraging the POS system for guest history, using tablets to show visuals of dishes/sources, and utilizing basic food & drink pairing principles (complement vs. contrast) for both alcoholic and non-alcoholic beverages.
7	Objection Handling & Role-Play	Objections are a natural part of service. This session provides professional, polite scripts for handling common objections like "It's too expensive" or "We're not sure," ensuring the guest relationship remains positive. Learning is solidified through immersive role-play exercises.
8	Action Planning & Personal Commitment	Participants consolidate their learning by creating a personalized action plan. They define specific, measurable goals for applying techniques learned, selecting key menu items to master, and phrases to practice, ensuring direct transfer of skills to their role.

Expert

Gurcharan Hans

Gurcharan is a highly experienced hospitality professional, educator, and corporate trainer with over 27 years of industry experience in the Tourism and Hospitality sector, complemented by more than 14 years in academia and professional training. His career spans leadership roles across city hotels, luxury resorts, and golf clubs, where he developed extensive expertise in front office management, food & beverage operations, guest experience management, sales strategy, and service excellence. Widely respected for his guest-centric approach, Gurcharan is passionate about cultivating service cultures that transform positive guest experiences into long-term loyalty and brand advocacy. Throughout his industry career, Gurcharan has held senior operational leadership roles including Front Office Manager, Operations Manager, and Hotel Manager at several well-established hospitality organizations such as PARKROYAL Kuala Lumpur, Berjaya Times Square Hotel & Convention Centre, Impiana KLCC Hotel & Spa, Swiss Court Holiday Apartments, and Clearwater Sanctuary Golf Resort. In these roles, he successfully managed multi-department operations, led diverse teams, and implemented strategies that enhanced service delivery, optimized operational efficiency, and strengthened revenue performance. His hands-on leadership across rooms division, food and beverage, and guest services has given him a comprehensive understanding of hospitality operations and the critical link between service excellence and business results. Beyond academia, Gurcharan actively conducts corporate training programs for hotels, resorts, and service organizations, focusing on areas such as customer service excellence, hospitality sales, upselling techniques, leadership development, team performance, and operational service standards. His training methodology integrates practical industry insights with experiential learning approaches, enabling participants to apply best practices directly within their organizations. His professional credentials include a Master of Business Administration (MBA) in Tourism & Hospitality Management, the Cambridge International Diploma in Teaching and Training (CIDTT), and HRDCorp Train-the-Trainer certification, reinforcing his commitment to advancing professional standards in hospitality education and service excellence.