Front Desk Upsells – Duve

The Front Desk Upsells feature enables hotel staff to log and charge upsell purchases on behalf of guests directly through Duve.

This bridges the gap between in-person and digital upsell interactions — allowing hotels to capture every revenue opportunity that happens at the front desk.

The Front Desk Upsells feature ensures every upsell opportunity — whether made online or face-to-face — is captured, tracked, and billed through Duve.
By adding the “Book a Service” button across key host screens, your team can convert real-time guest requests into measurable revenue with full transparency.

Key Benefits

Increase Revenue – Capture upsells made in person, at check-in, or during the stay.
Unified Reporting – All upsells (digital and manual) are reflected in Duve analytics and exports.
Seamless Guest Experience – Guests receive identical confirmations and invoices.
Operational Transparency – Staff name and timestamp are logged for every manual order.

Pricing

In order to use Frontdesk Upsells, customers must purchase the Add-on. Frontdesk Upsells is an add-on feature that will be available upon request and at an additional monthly cost of 0.75 EUR per unit with a monthly minimum of 50 EUR required. For more information contact our Support Team or your dedicated Customer Success Manager.

Where to Find the “Book a Service” Button

The "Book a Service" button is how front desk staff initiate an upsell on behalf of a guest.
It is visible from multiple areas in the Duve platform:

Search Component (Reservations List)

Location: Next to each guest’s reservation name.
Action: Click “Book a Service” to open the upsell pop-up for that reservation.

Communication Hub

Location: Inside a specific conversation thread — under the three-dot (⋯) menu.
Action: Select “Book a Service” to log an upsell during a chat or call with the guest.

Location: Communication Hub conversation composer

Front Desk Chat

Note: The Frontdesk Upselling is not available in mobile.

Task Screen

Location: Inside the lightning (⚡) menu next to the relevant task or reservation.
Action: Choose “Book a Service” to quickly add an upsell while managing operational tasks.

Reservation Screen

Location: Under the three-dot (⋯) menu on the reservation header.
Action: Click “Book a Service” to view available upsells for that specific guest.

Host Experience: Using the Front Desk Upsells Pop-Up

When “Book a Service” is clicked, a Front Desk Upsells pop-up opens.
This is where staff can:

View all available upsells configured for the guest’s reservation.
Filter by category or search by keyword.
Click on an upsell to open the checkout flow.
Note: Upsells are visible in this list according to their Availability & Minimum Time to Order Settings.

* If no upsells match the search or are available for the guest’s reservation, the pop-up will show the below:

Host Experience: Completing an Upsell Order

Once an upsell is selected:

The checkout flow opens — identical to the current guest experience.
Staff can add notes, select a payment method, or modify items.
Once submitted, both host and guest receive identical confirmation notifications.

Important

* If Paid By Credit Card: , the staff will request the card and type the details in their screen or have the guest do so. If an upsell is set up to pay in person - the same will apply.

* If an Upsell is set to "Require Approval", orders will be auto approved if completed via the Frontdesk Upselling feature.

Receptionist Dynamic Pricing

Staff Price Adjustment allows your reception team to adjust upsell prices during live guest conversations, helping maximize Front Desk upsell opportunities with more flexible pricing.

Instead of offering one fixed price, authorized staff can negotiate within limits defined by your team. This gives receptionists flexibility while keeping pricing controlled and aligned with your revenue strategy.

How it works

When Staff Price Adjustment is enabled for an upsell item, the Front Desk team will see:

The recommended price
The allowed price range
An editable price field
A reset option

The recommended price is the hotel’s preferred selling price. Staff can use it as guidance and adjust the final price only within the minimum and maximum limits configured for that upsell.

How to configure Staff Price Adjustment

Go to the relevant Upsell Item (supported for Custom Products, Transportation, Room Upgrade, Early Check-in and Late Checkout)

Open the Pricing section.
Enable Allow Staff Price Adjustment.

Custom Products:

Early Check-in & Late Checkout:

Enter the following values:
- Recommended Price: The preferred selling price shown to staff.
- Minimum Price: The lowest price staff can offer.
- Maximum Price: The highest price staff can offer.
Save the upsell item.

When the toggle is off, the recommended, minimum, and maximum prices match the total price and cannot be edited.

Adjusting the price at the Front Desk

When selling an upsell from the Front Desk flow:

Select the relevant upsell.
Review the recommended price and allowed range.

Enter the agreed price with the guest.
Submit the upsell order.

If the price is outside the allowed range, Duve blocks the submission and displays an error. Staff must enter a valid price before completing the order.

To return to the recommended price, click Reset. The reset option is only available after the price has been changed.

Tracking & Reporting

Notifications

Both guest and host receive notifications when an order is placed:

Email confirmation
Notification center update
Popup confirmation
Any configured scheduled message

This keeps both sides informed and maintains a unified experience.

For OHIP PMS

If you have OHIP, you could book the service for the guest straight from their interface!

A button will become available once the Front-Desk Upselling feature is activated in your account.

When enabled, your Duve integration settings will include a new field called “Duve Front-Desk Upsells”, where the PMS receives a dedicated URL for upsells or room upgrades.

After OHIP adds this button on their side, the receptionist can simply click it from within a reservation in OHIP.

A new tab will open automatically, showing the Duve upsells pop-up already linked to the correct reservation, making it easy for staff to offer upgrades and add-ons during check-in.

If you have Ohip, please reach out to them so they can activate the button.

Frequently Asked Questions (FAQ)

Q: Where do I find the “Book a Service” button?
You’ll see it in four places: Search, Communication Hub, Task Screen, and Reservation Screen.

Q: Do staff and guest upsells use the same payment options?
Yes, the same payment settings apply to both manual and guest-initiated purchases.

Q: Do guests get notified about a front desk upsell?
Yes. They receive the same email and app notifications as they would for any other upsell.

Q: How can I track which team member made the sale?
Check the Sales Leaderboard in the Upsells Analytics section or export reports with the “Order by” column.

Where	What You’ll See
Order Screen	Orders placed by staff include a Front Desk Upsell icon next to the guest’s name.
Reservation Log	Entry example: “Maria Lopez submitted an order, Spa Treatment, on behalf of the reservation for €45 paid by card.”
Exports	New “Order by” column shows whether the order was placed by a guest or a specific receptionist.
Upsells Analytics	A new Sales Leaderboard displays each user’s total upsell revenue and number of orders