How The Westin Desaru Coast Resort Increased Ancillary Revenue with Front Desk Upselling

Set along the sparkling South China Sea, The Westin Desaru Coast Resort offers a refreshing sanctuary in beautiful Johor, Malaysia. But even in a resort of this calibre, untapped opportunities existed to optimize both guest satisfaction and ancillary revenue for hotels. 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 solution delivered measurable financial impact while helping the resort unlock new ancillary revenue for hotels and creating a culture of motivation and accountability at the front desk.

The Challenge: Manual Processes Limiting Ancillary Revenue for Hotels

Before implementing FPG's solution, the hotel's team faced a major hurdle: a lack of systemization around front desk upselling.

"We had no proper system to track upsells," said Kai Ling Chiang, Duty 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 opportunities to generate ancillary revenue for hotels, while also reducing front desk engagement and visibility into performance.

The FPG Solution: Performance Through Precision

To address these inefficiencies, the resort adopted FPG's comprehensive performance enhancement solution 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," Kai Ling Chiang says.

The platform offers hundreds of e-learning videos for staff to sharpen their skills, along with real-time performance visibility and instant recognition, keeping top talent motivated, engaged, and committed for the long run. By helping associates confidently recommend upgrades and enhancements, the platform creates a repeatable process for increasing ancillary revenue for hotels

The Results: Higher Ancillary Revenue for Hotels Through Engaged Teams

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 the 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 Kai Ling Chiang. "With FPG, upsell is now a norm for the front desk. It is instilled into their daily engagement with guests."

By combining technology, training, recognition, and measurable performance insights, The Westin Desaru Coast Resort transformed front desk upselling into a reliable driver of ancillary revenue for hotels, delivering stronger financial results while enhancing the guest experience.

Looking to Increase Ancillary Revenue at Your Hotel?

Could your property be leaving money on the table? FPG helps hotels increase ancillary revenue through proven front desk upselling strategies, performance coaching, and real-time recognition. Request a free revenue assessment to discover how much additional revenue your property could generate.

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.