Front Desk Upsells

 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

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.

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:

1. The checkout flow opens — identical to the current guest experience.

2. Staff can add notes, select a payment method, or modify items.

3. Once submitted, both host and guest receive identical confirmation notifications.

   Important

   * If an upsell is configured to be 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 configured to require approval, the receptionist will still need to approve the order they made.

Tracking & Reporting

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

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.