Set along the sparkling South China Sea, The Westin Desaru Coast Resort offers a refreshing sanctuary in beautiful Johor, Malaysia. The resort is a luxurious destination known for its modern design, rejuvenating wellness offerings and impeccable service. As part of Marriott International’s premium brand, the resort prides itself on providing memorable guest experiences through personalized touches and exceptional hospitality.
But even in a resort of this calibre, untapped opportunities existed to optimize both guest satisfaction and front desk performance. That’s why the hotel turned to FPG, Marriott’s trusted and approved partner for revenue growth at the front desk.
Read more: The Best Hotel Upsell Training Programs (and why FPG leads the way)
Headline Results
- 353% Growth in upsell revenue (Jan–Aug 2024 vs. 2025)
- RevPAR Impact: 0.80% in 2024 to 3.42% in 2025
- ROI of 34:1 achieved in 2025
These results highlight the scale of transformation: FPG’s IN-Gauge solution delivered measurable financial impact but also created a culture of motivation and accountability at the front desk.
The Challenge: Manual Processes and Missed Revenue
Before implementing FPG’s solution, the team at The Westin Desaru Coast Resort faced a hurdle: a lack of systemization around front desk upselling.
“We had no proper system to track upsells,” explained Kai Ling Chiang, Front Office Manager at the property. “We were manually tracking upsells. Our primary goal was to enhance operational efficiency, system tracking, data analysis and generating reports.”
Without structured tools, room upgrades and other guest enhancements were inconsistently offered, and performance tracking was limited. This resulted in missed revenue opportunities and reduced front desk engagement.
The FPG Solution: Performance Through Precision
To address these inefficiencies, the resort adopted FPG’s comprehensive performance enhancement tool designed specifically for hospitality teams. The IN-Gauge platform empowers staff to identify and act on upsell opportunities at the front desk while streamlining operations and ensuring consistent training and reporting.
“The IN-Gauge system was the key feature that convinced us to implement FPG’s solution,” said Chiang.
The decision to adopt FPG was backed by leadership, including the General Manager, Director of Rooms, and Director of Revenue, all recognizing the potential for measurable business impact.
The platform offers hundreds of e-learning videos for staff to sharpen skills, along with real-time performance visibility and instant recognition, keeping top talent motivated, engaged, and committed for the long run.
The Results: Motivated Teams, Measurable Growth
Since rolling out FPG’s program, the transformation has been profound:
- Upsell revenue surged, with December 2024 marking the highest on record at MYR 360,000 (US $84,825)
- ROI and RevPAR impact climbed dramatically year-over-year.
- Team motivation increased significantly due to intuitive tracking and clear goals.
Daily visibility into performance became a norm, creating a culture of accountability and celebration.
“With a proper system, the team is motivated to upsell, and we have seen an increase in upsell revenue,” noted Chiang. “With FPG, upsell is now a norm for the front desk. It is instilled into their daily engagement with guests.”
Could your property be leaving money on the table? Let FPG help you find out. If you would like to find out more, you can request a free revenue assessment here.