At a busy hotel in the San Jose area, everyday check-ins weren’t always turning into upgrade opportunities. With FPG’s performance enhancement tool, combining hands-on training and clear analytics, the team learned how to turn those moments into added value for both guests and the property. In just five months, that shift delivered a 185% boost in upgrade revenue, adding $36,642 to the bottom line.
Before implementing FPG, the property struggled with inconsistent upsell performance. Guests didn’t always accept higher-category rooms because associates lacked a repeatable playbook and the confident language to present options. Without targeted training or clear visibility into results, substantial incremental revenue was left untapped.
Why FPG: Data, Coaching and Repeatable Execution
The Director of Operations, together with the General Manager, identified FPG as the solution after seeing its success at other properties. The deciding factors included:
- Robust analytics and reporting platform
- Integrated training and coaching tools
- Proven track record of boosting incremental revenue at other properties
- Revenue impact you can measure
The implementation of FPG quickly produced measurable outcomes.
- 185% Revenue Growth: From March–July 2025, upgrade revenue rose 185% compared to the same period the previous year.
- $36,642 Incremental Revenue: In just five months (March–July 2025), the property generated $36,642 in upsell revenue, a 147% increase over the prior five-month period (Oct–Feb).
- Team Engagement: The front desk team became more motivated, celebrating wins and competing in a healthy, performance-driven culture.
- Operational Efficiency: Automated systems made payroll compliance easier, freeing leadership to focus on guest experience and strategy.
Beyond the Numbers
While the financial gains were impressive, the cultural transformation was just as important:
- More motivated team: Associates are now excited about upselling opportunities and more confident in presenting upgrade costs.
- Retention & Incentives: Consistent incentive pay has improved morale, aiding both recruitment and retention.
- Guest Experience: Guests benefit from being presented with premium options that genuinely enhance their stay.
Further reading:
Pre-Arrival vs On-Arrival: Which Upsell Wins
Case Study: How New World Hoiana Beach Resort Achieved a 60% Upsell Revenue Increase
Hotel Front Desk Training: How Role Play Boosts Confidence and Sales
Discover how FPG can help your property unlock its full potential:👉 Request a Demo 👉 Download Our Hotel Upsell Playbook.