Nestled along the coastline of Central Vietnam, New World Hoiana Beach Resort, part of Hoiana Resort & Golf and managed by Rosewood Hotel Group, offers a deluxe escape with 330 rooms and suites. The property combines modern luxury with Asian hospitality, set against a backdrop of four kilometers of unspoiled beach. Guests are invited to unwind in the tranquility of the resort or explore the rich cultural tapestry of the nearby Hoi An UNESCO World Heritage Site, world-class golf courses, and captivating natural landscapes. New World Hoiana is a rising star in Vietnam’s luxury hospitality scene.
The Background
When New World Hoiana Beach Resort opened its doors, the Front Office team faced a steep learning curve. With no prior upselling experience, the staff lacked both the tools and the confidence to maximize revenue opportunities at check-in. That all changed when the resort partnered with Frontline Performance Group (FPG).
The Challenges Faced
Before implementing FPG’s solution, the hotel found tracking and executing upsells a challenge.
“It was very time-consuming to track individual upsell performance through Opera. Our team also needed more training from experts, and confidence to engage guests in upselling,” says Maxime Gauvrit, Front Office Manager.
The Resort Had Two Primary Goals
- Boost incremental revenue
- Increase staff benefits to enhance motivation
Leadership understood that empowering the team to sell better would benefit the bottom line but also create a more engaged and motivated front office culture.
The Impact: The Results Speak for Themselves - Consistent growth in upsell revenue month-over-month
- Increased staff confidence and engagement in upselling
- Team-wide participation and alignment on upsell goals
Key Performance Stats (Jan–Apr 2025)
- ROI: 13.1
- 60% increase in upsell revenue YTD compared to 2024
So, what convinced the hotel to choose FPG?
Maxime explains, “For us, the In-Gauge platform really stood out, along with the ongoing training and support offered." The collaboration was championed by a committed leadership team including the Front Office Manager, Executive Assistant Manager – Rooms, Mr. JP Yu, and the General Manager, Mr. Jimmy Lopez, each playing an important role in embracing the operational and cultural evolution required to make the program a success.
He continues, “It took time to see consistent results, as the team needed time to build both confidence and capability. Through daily encouragement, integrating upsell technics into their daily work habits, and conducting monthly training sessions with our upsell consultant, we started to see significant progress. Today, the team is not only achieving strong upsell revenue figures but is also more motivated and enthusiastic about upselling than ever before. The platform gives you the structure, but your team brings it to life.”
FPG’s platform IN-Gauge is more than a tool, it’s a real partnership. With a vast e-learning library of bite-sized videos, staff can sharpen their skills at regular intervals and learn how to spot upsell opportunities. FPG’s dedicated Customer Success Consultants offer support virtually on an on-going basis. This comprehensive approach provides both structure and continuous skill development for staff.
Any Advice to Other Hoteliers ?
Maxime Gauvrit, Front Office Manager, says: “Commit to consistency. Leverage data. Celebrate the wins and build a culture of recognition!”
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