From “Hola” -"Hello" to Sales Hero: 10+ Upselling Hacks for Stellar Service & a 5* Memorable Experience.

Cambridge Dictionary: icebreaker (noun)

UK  /ˈaɪsˌbreɪ.kər/ 

US  /ˈaɪsˌbreɪ.kɚ/

“a game or joke that makes people who do not know each other feel more relaxed together”

Icebreaker Barcelona (IB Worldwide SL)
isn't only about helping you or your
staff speak 5-star Spanglish!

IB cares about creating unforgettable memories and experiences for your clients.

Icebreaker interviewed over 50 tourists and locals in Barcelona and the majority are quick to say the service in bars, restaurants, and hotels is well below average. Especially compared to other cities like Malaga mentioned in the interview below.

IB’s consultation, e-book, and 30 minute optional language classes (includes role playing)
empower your staff to break the ice with genuine connections, transforming your bar, restaurant, or hotel into a place where guests feel like their needs are truly acknowledged, respected, and valued.

Better service = more sales.

IB increase your sales at least 20%
per table and hour!

Get your personalized IB E-Book.

Turn Every Interaction into a High-Five Moment:

Our approach goes beyond a simple upsell script. We equip your staff with the skills to build rapport and identify guest preferences.

Here's how Icebreaker creates 10+ natural upsell opportunities within each interaction:

• Warm Welcome, Big Smiles:

  • From the moment guests arrive, Icebreaker training fosters genuine greetings that set the tone for a positive experience.

    • “Hello and welcome! It's a beautiful evening, isn’t it?”

    • “Would you like to check out our lovely terrace?”

• Beverage Matchmaking:

  • Instead of a robotic drink order, IB’s training encourages staff to suggest pairings that complement chosen dishes, or menu del dia’s, or recommend seasonal or the chef’s specialties that pique curiosity.

    • “Looking at the steak you ordered, our full-bodied Cabernet Sauvignon would be a perfect match.”

    • “We also have a refreshing mango iced tea on special today if you'd prefer something lighter.”

• The Art of Appetizer Recommendations:

  • Icebreaker equips your waiters and camareros to go beyond the menu, we want to share your history, and your why. The reason why you exist. Your staff is your how.

  • Your staff will be able to suggest shareable plates that complement entrées, highlight exclusive chef's specials, or subtly propose upgrading portion sizes.

  • Knowing your customer’s needs or preferences, you can offer the right bang for their buck.

    • “Our calamari is a great starter to share, and it pairs nicely with both your seafood and pasta dishes.”

    • “We also have a limited-time offer on our crispy shrimp tacos – two for the price of one!”

• Main Course Magic:

  • Our training fosters genuine interest in guest preferences. Waitstaff can suggest side dishes that elevate the entrée experience, or introduce premium options for a touch of luxury.

  • What’s your bestseller?

    • "For the salmon, our roasted vegetables are a delicious and healthy accompaniment.”

    • “We also offer a jumbo tiger prawn upgrade that pairs beautifully with the dish if you're feeling extra hungry today."

• Beyond the Plate:

  • Icebreaker doesn't stop at the main course. Staff can inquire about dietary needs and offer freshly ground pepper or additional sauces to personalize the experience.

    • "Noticing you haven't touched the bread yet, do you have any dietary restrictions?”

    • “We also have a variety of hot sauces on hand if you'd like to add a little extra kick to your meal."

More confident staff = better customer service.

• Create Unique Upselling Opportunities:

  • Icebreaker upselling isn't pushy; it's about adding value. Our training emphasizes:

• Focus on Benefits:

  • Recommendations highlight how add-ons enhance the guest's experience.

• Genuine Enthusiasm:

  • Staffers are confident and passionate about suggesting menu items that they truly believe in.

• Reading Guest Cues:

  • Body language is key.

    • We train staff to recognize when a guest is open to suggestions and when to simply offer stellar service.

• Personalization is Key:

  • IB’s recommendations are tailored to your guest’s preferences and your menu options.

Beyond the Bill:

Icebreaker doesn't end with the check. We’ll help you create an experience so memorable that your clients will tell their friends and family about how awesome the food, the people, and the place was.

Our training encourages your staff to:

• Mention Upcoming Events:

  • Spark excitement for future visits by mentioning special events or promotions.

    • "We have a fantastic jazz night next Friday, and reservations are recommended if you're interested!"

• Loyalty with a Smile:

  • Introduce loyalty programs or gift certificate options in a friendly and informative way.

    • "Did you know we have a loyalty program that rewards frequent diners with discounts and special offers? You can sign up easily through our app."

Icebreaker isn't just about making your business more money; it's about crafting unforgettable experiences that keep guests coming back for more.

It's the human touch that transforms hospitality from service to everlasting memories.