THE WELSH HOUSE WAY
Upselling
Upselling with purpose
Upselling at The Welsh House is about more than just increasing sales—it’s about enhancing the guest’s experience by introducing them to the finest products and flavours that Wales has to offer. By carefully suggesting additional items that complement their meal, you not only provide guests with a richer dining experience but also showcase the quality and heritage of our local suppliers. Here’s how to upsell effectively while staying true to The Welsh House Way.
Know Your Products and Suppliers
To upsell effectively, you must first have a deep understanding of the products we offer and the suppliers we work with. The Welsh House is proud to source the majority of our ingredients from local Welsh farmers, fishermen, and artisans, ensuring that our menu reflects the best of what Wales has to offer.
Highlight Local Produce
When suggesting additional items, emphasise the quality and origin of our ingredients. For example, when recommending a dish, you might say, “Our lamb is sourced from a local farm in the Brecon Beacons, where the animals are grass-fed and raised with care. It pairs wonderfully with our rosemary potatoes, which are grown just a few miles from here.”
Introduce Welsh Specialties
Take the opportunity to introduce guests to traditional Welsh products they may not be familiar with. For example, “If you’re looking for something unique, I recommend trying our cockle popcorn—it’s a local delicacy from the Gower Peninsula, lightly seasoned and perfect for sharing.”
Personalise Your Recommendations
Upselling should feel natural and tailored to the guest’s preferences. Listen carefully to their orders and look for opportunities to suggest items that will enhance their meal.
Offer drink pairings that complement the guest’s food choices. For example, “Our Welsh gin is distilled locally and has a refreshing botanical flavour that pairs beautifully with our seafood dishes. Would you like to try a gin and tonic with your meal?”
After taking the main course order, suggest starters or sides that will complement the meal. For example, “To start, I recommend our house-made sourdough with Welsh butter—it’s a perfect way to begin your meal, and the butter is churned locally, giving it a rich, creamy texture.”
When taking dessert orders, guide guests toward our specialty items. For instance, “Our Welsh cheese platter is a fantastic way to end your meal. It features a selection of cheeses from local dairies, served with traditional Welsh oatcakes.”
Create a Sense of Value​
Guests are more likely to be receptive to upselling when they feel they are receiving added value. This could be through introducing them to something new, enhancing their understanding of Welsh cuisine, or providing them with a unique experience.
01
Offering Enhancements
Suggest enhancements that can elevate the dish. For example, “Would you like to add a side of our seasonal vegetables? They’re freshly picked from a farm just outside Cardiff, and they add a lovely burst of flavour to your main course.”
02
Explaining the Experience
When recommending items, explain how they contribute to the overall experience. For example, “Our dessert wines are the perfect way to finish your meal—they’re carefully selected to complement our sweet dishes and offer a delightful contrast to our richer desserts.”
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Sharing the Story
Incorporate stories about the suppliers and the traditions behind our dishes. This not only adds value to the upsell but also deepens the guest’s connection to the food and the culture. For example, “This cheese is made by a family-run dairy in North Wales that has been perfecting their craft for generations. It’s a true taste of Welsh heritage.”
Be Enthusiastic and Genuine
Your enthusiasm for the products you are recommending is key to successful upselling. When you genuinely believe in what you’re offering, it comes across in your delivery and makes the guest more likely to be interested.
Passion for Welsh Products
Express your enthusiasm for the local products on the menu. For example, “I absolutely love our Welsh black beef—it’s incredibly tender and flavourful, and I’m sure you’ll enjoy it as much as I do.”
Genuine Recommendations
Share your personal favourites and why you think the guest will enjoy them. For example, “The Bara Brith is one of my favourite desserts—it’s a traditional Welsh tea loaf that’s rich and full of flavour, especially when served with a dollop of clotted cream.”
Respect the Guest’s Preferences
While upselling is important, it’s equally crucial to respect the guest’s preferences and avoid being pushy. Offer your suggestions with confidence, but always be mindful of the guest’s responses.
If a guest seems hesitant or declines an upsell, graciously accept their decision and continue to provide excellent service. For example, “Of course, I’ll bring your order right away. If you change your mind, just let me know.”
Pay attention to the guest’s reactions and adjust your approach accordingly. If they seem interested in learning more about the menu, take the opportunity to share additional information and suggestions.
Upsell Throughout the Experience
Be proactive in offering suggestions that enhance their experience at each step.
01
Upon Arrival
Suggest a pre-dinner drink or a sharing platter as they review the menu. “While you’re looking over the menu, can I bring you a glass of our Welsh sparkling wine? It’s the perfect way to start your evening.”
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During the Meal
As you check in with the table, offer additional drinks or side dishes that complement their meal. “Would you like to try a side of our Welsh rarebit? It’s a classic, and it pairs perfectly with the main course you’ve chosen.”
03
At Dessert
When presenting the dessert menu, suggest a pairing or a specialty coffee to end the meal. “May I recommend our Welsh whisky to accompany your dessert? It has a smooth, rich flavour that’s perfect for sipping alongside something sweet.”
Upselling at The Welsh House is about enriching the guest’s experience by introducing them to the best that Welsh cuisine and culture have to offer.
By being knowledgeable, enthusiastic, and attentive to the guest’s needs, you can create memorable dining experiences that leave guests eager to return.
Remember, the goal is not just to increase sales but to enhance the overall experience, ensuring that every guest leaves with a deeper appreciation for the rich culinary heritage of Wales.