When is it appropriate for servers to upsell menu items?

Upselling menu items is most effective and appropriate when guests express interest in particular items or when there’s a potential for a good meal pairing. This approach is rooted in enhancing the dining experience rather than merely pushing for higher sales.

When guests show curiosity about certain dishes or inquire about recommendations, it indicates they are engaged and open to suggestions. In these moments, providing thoughtful pairings, such as suggesting a specific drink that complements their meal choice or a dessert that would round out their meal beautifully, can elevate their experience. This not only helps the server demonstrate their knowledge and attentiveness but also increases the likelihood that the guests will appreciate and enjoy the recommendations.

In contrast, attempting to upsell when guests are showing disinterest or not engaged can feel pushy and detract from their overall experience. Similarly, focusing solely on personal sales targets or trying to upsell during takeout orders, where guests might have different priorities, may not lead to a positive interaction. Therefore, the best practice for upselling revolves around genuine guest interest and appropriate recommendations that enhance their dining experience.