Recruiter's Glossary

Examples: Upsell • Upgrade • Preventive Maintenance

Upgrade

Term from Hospitality industry explained for recruiters

An upgrade in hospitality refers to improving a guest's experience by offering them better accommodations or services than what they initially booked or paid for. This could mean moving guests to a higher room category, providing access to exclusive amenities, or enhancing their service level. Hotels and travel companies use upgrades as a way to reward loyal customers, manage inventory, or resolve service issues. When this term appears in a resume, it usually indicates experience in guest relations, revenue management, or front desk operations where the person has been responsible for making upgrade decisions or implementing upgrade policies.

Examples in Resumes

Managed upgrade program resulting in 30% increase in guest satisfaction scores

Trained staff on proper upgrade procedures and policies for VIP guests

Successfully implemented new upgrade strategy generating additional $50,000 in revenue

Typical job title: "Front Desk Managers"

Also try searching for:

Guest Services Manager Front Office Supervisor Rooms Division Manager Hotel Operations Manager Revenue Manager Guest Relations Manager

Where to Find Front Desk Managers

Professional Associations

Online Communities

• LinkedIn Hospitality Professionals Group
• Reddit r/hospitality
• Hospitality Net

Job Boards

Example Interview Questions

Senior Level Questions

Q: How would you develop and implement an upgrade strategy that maximizes both revenue and guest satisfaction?

Expected Answer: A strong answer should discuss analyzing occupancy patterns, setting clear upgrade policies, training staff, measuring results, and balancing immediate revenue against long-term guest loyalty. Should mention using data to make decisions and having clear communication with both staff and guests.

Q: How do you handle upgrade decisions during peak seasons versus low seasons?

Expected Answer: Should demonstrate understanding of inventory management, pricing strategy, and how to balance immediate revenue opportunities against maintaining good relationships with loyal guests. Should discuss different approaches based on occupancy levels.

Mid Level Questions

Q: What criteria do you use when deciding whether to offer a guest an upgrade?

Expected Answer: Should mention factors like guest loyalty status, length of stay, reason for visit, current occupancy, potential for future business, and any service recovery situations. Should also discuss proper documentation and communication procedures.

Q: How do you train staff to handle upgrade requests and offers?

Expected Answer: Should discuss creating clear guidelines, role-playing scenarios, teaching proper documentation, and ensuring consistency in upgrade offers. Should mention importance of maintaining professionalism and fairness.

Junior Level Questions

Q: What is the standard procedure for processing a room upgrade?

Expected Answer: Should be able to explain basic steps: checking availability, getting approval if needed, adjusting the reservation in the system, informing housekeeping, and communicating changes to the guest professionally.

Q: How do you explain upgrade options to a guest?

Expected Answer: Should demonstrate ability to clearly communicate room differences, additional amenities, and any associated costs. Should show understanding of proper guest service language and professionalism.