Michelin upsell philosophy
In Michelin service, upsell is not a commercial obligation but a natural extension of the guest experience. The service team must first ask itself whether every recommendation truly enriches the guest.
Recommendation language and script calibration
Every service member is expected to develop a natural recommendation language. The script is not rigid memorisation but a flexible framework based on product knowledge. It is calibrated through role-play exercises.
Wine and beverage upsell techniques
Wine pairing recommendations are personalised to the aroma and structure of the course. The moment the sommelier approaches the table is when upsell opportunity is highest.
Upsell training process
The training cycle consists of product tasting, menu depth study, recommendation script work, and service observation. A separate competency map is kept for each service member.
Upsell performance tracking
Beverage revenue per person, supplement selection rate, and average spend increase are the weekly tracking indicators. Training content is updated based on this data.
