Dr. Michela Henke-Cilenti
Behavioral & Sales Psychology Consultant · Executive Coach · Keynote Speaker
25+ years closing the gap between people and performance across luxury hospitality worldwide
Recommending & Up-Selling
After a workshop the team feel empowered to not push a sale,
their confidence is higher and they feel less stressed and empowered at purpose to add more value and build a deeper experience with more of their authentic selves
No More Playing Small. It’s Time to Lead, Sell, and Succeed.
Any Learning outcomes can be designed and delivered to meet your Teams' needs
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Micro Learning
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Virtual Workshops
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In-Person Training
Recommending introduces something the guest hadn’t considered. Up-selling helps them get more from what they already came for — by anticipating their needs and confidently offering options that make their experience more comfortable, convenient, or memorable. Things they may not have known were available.
Whether your team is new to guest service or deeply experienced, fine-tuning how they engage, recommend, and upsell is how they stay at purpose — and how the experience becomes truly extraordinary for the guest and for the people delivering it.
Because when the team feel empowered, they feel better, less stressed more engaged with the vital work they do listening and making recommendations that make sense for each guest. When they feel better, they lead and sell better. And when they sell better, in line with their values- everyone thrives.
What Sets Our Partnership Apart
1.Personality & Relatability
2.Deeper, Psychology based Methodology
3.Broader Expertise
4. Modern Approach
Authentic, energetic and approachable
Based on DISC profiling, behavioral and neuroscience
Blend of leadership development and sales training combo
Focusing on the unprecedented technological, social, and economic factors and challenges faced that have shaped the lives of the emerging workforce and customer/client.
Who this is for
New To guest service
High on task and consideration they care deeply but haven’t yet found their confidence or voice.
They need the belief that recommending and upselling are part of caring, not a departure from it. They may not yet know how to read guest cues, or feel comfortable suggesting options the guest didn’t ask for.
The Spark builds that instinct early before hesitation becomes habit.
tenured & experienced
Skilled, purposeful professionals who know their craft but whose recommending has drifted, gone quiet, or lost its alignment to values.
They may have stopped anticipating guest needs, be overwhelmed by timings and standards service expectations, perhaps defaulting to the minimum, or lost the connection between retail/home-care/enhancements and the meaning behind it. Not broken. In need of recalibration.
The Shift brings them back to purpose and raises the ceiling.
The Spark
Entry point — Half-day workshop or virtual session
A focused, fast-paced half-day session that ignites the belief shift. Teams leave with the Recommending Formula, language they trust, and the confidence to engage, recommend, and upsell in a way that feels natural and values-aligned — from the very next shift.
feature list
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Diagnoses the belief gap and identifies what is holding your team back
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Introduces the Recommending Formula: Trust, Timing, Value, Confidence, Relevance
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DISC-informed communication — how to read and respond to each guest’s style
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Reframes upselling as anticipation and care — not a sales technique
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Live role-play and real-world scenarios tailored to your team and environment
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Immediate, practical tools your team will use from the next shift
ROI is visible immediately — in guest satisfaction scores, enhancement revenues, and the confidence of every person in the room
The Shift
Transformation— Multi-session program with DISC profiling
A deeper, sustained partnership for teams ready to recalibrate at a cultural level. The Shift goes beyond the training room — using DISC behavioral profiling, individual coaching, and a 30-day implementation plan to create lasting change that is rooted in each team member’s own values, communication style, and connection to their purpose.
feature list
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Full DISC behavioural profiling for each team member
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Personalised coaching on communication and recommending style
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Deep-dive into the Recommending Formula and how to apply it with every guest type
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Upselling as a mindset — building the habit of anticipation and attentiveness
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30-day implementation and accountability plan
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Leadership alignment — so the change is supported from the top
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Measurable results in guest scores, revenues, and team retention
