Case Study: Elevating Service and Revenue at Moxy Putrajaya Hotel

Nestled in Malaysia’s capital, Moxy Putrajaya Hotel is playful, stylish and bold. The hotel is surrounded by attractions including a shopping mall and an 18-hole golf course, all just a short drive from Kuala Lumpur International Airport.  Part of the Marriott Moxy brand, this lifestyle hotel is designed for modern travelers who thrive on connection and creativity. Guests are welcomed into buzzing communal spaces that encourage spontaneous interactions, from the lively Moxy Bar on the 18th floor with its sweeping 180-degree views, to the whimsical photo ops that make every corner Instagram-worthy, the experience is equal parts refuge and party pad. Moxy Putrajaya offers more than a stay and it was within this energetic, socially-driven environment that hotel leadership saw the opportunity to unlock new revenue streams and energize their team with FPG’s tailored upselling solutions. 

The Challenge

Before partnering with Frontline Performance Group (FPG), Moxy Putrajaya recognized an opportunity to further enhance both the guest experience and team engagement through upselling.

Marshall Chai, Pre-opening Hotel Manager, says: “We didn't know what we could sell due to limited products available in the hotel.”

With its vibrant branding and a naturally engaging front office culture, the hotel was well positioned to benefit from a structured upsell strategy. However, the absence of clearly defined upgrade categories and tools for tracking performance made it challenging for staff to confidently present options to guests and consistently capture additional revenue.

The Solution

FPG worked closely with the team to bring clarity and structure to the upselling process. A dedicated FPG Consultant provided ongoing support through monthly performance calls with the hotel’s Champions, offering insights, reviewing results and identifying new ways to tailor room packages for maximum guest value and business impact.

The team embraced the program enthusiastically; their team members were eager to do the upsells and completed all the required e-learning within a month.

Discover FPG’s success formula—how front desk role play training boosts confidence and sales. Click here to read more on the blog.

The Impact 

Sofian Salam, Cluster Learning & Development Manager at Marriott International, highlighted the value of the collaboration and what it was like working with FPG’s Claire Ng, Customer Success Consultant: "Claire's expertise has been instrumental in helping us understand the fundamentals of FPG and how to effectively utilize it to enhance our hotel's revenue. The insights and strategies shared during the training are invaluable and will undoubtedly contribute to our continued success. 

We are grateful for Claire's dedication and the effort she put into making this training a remarkable experience. Thank you, Claire, for your outstanding contribution and for empowering our teams with the knowledge to excel."

Goals and Aspirations   

At the time of exploring FPG’s solution, the leadership team had a clear, measurable goal and exceeded their upsell target by almost 30%.  This target reflected a desire to grow revenue but also to build a culture of excellence and empowerment among front-line team members, motivating staff to contribute to the hotel’s financial success through better guest interactions. 

Why FPG?  

Several features of FPG’s solution stood out to Moxy Putrajaya. One, in particular, proved important to their decision-making: “Flexibility of the commission rates.”    When setting up an incentive plan, FPG always recommends beginning with a comprehensive revenue assessment to evaluate the hotel's earning potential. Based on the findings, a customized incentive plan can then be developed, aligned with both the projected revenue goals and the specific strengths and capabilities of the team. This approach ensures that each plan is strategically tailored to maximize impact and performance.  

FPG recommends implementing a tiered incentive structure where employee rewards vary based on performance levels. This approach ensures motivation across the board: high achievers are driven by greater earning potential, while underperformers are encouraged to improve through reduced payouts.  

The ability to adjust commission structures provided the management team at Moxy Putrajaya with the control and agility needed to motivate staff effectively, while still aligning with internal financial goals. This flexibility allowed the hotel to tailor incentives to real-world conditions without being locked into rigid frameworks.  

Results & Measurable Impact   

Since adopting FPG’s upselling framework, Moxy Putrajaya has seen measurable success in its upselling revenue which increased by around 30%.The hotel reported a noticeable and sustained growth in incremental revenue. The improvement in conversion rates indicates that the team embraced the upselling strategy but executed it effectively.

Advice for Other Hoteliers   

Moxy Putrajaya’s leadership encourages others in the industry to embrace a similar transformation. Marshall Chai explains: “Just sign up and you’ll discover hidden talents in your hotel!”

This statement reflects a deeper insight: many team members already have the potential to drive sales, but lack the tools, direction, or motivation. With the right framework in place, hotels can uncover and develop these latent abilities.  

Conclusion: A Flexible and Proven Solution   

Summarizing their experience, Marshall Chai describes FPG’s solution as:  “Flexible, reliable and measurable.”   

In the competitive hospitality world, those three words capture the essence of what today’s hotels need: the adaptability to tailor strategies to their environment, the dependability of a partner like FPG who delivers, and the ability to track and act on performance through our platform IN-Gauge.