Nestled in the lush cultural heart of Bali, Anantara Ubud Bali Resort is a luxury retreat celebrated for its refined hospitality and deep connection to local culture. Known for creating memorable guest experiences, the resort strives for excellence across every department. In early 2025, the leadership team embarked on a new partnership with Frontline Performance Group (FPG) to enhance both guest engagement and commercial performance.
Before implementing FPG’s solution, the property faced challenges in monitoring upselling effectiveness and maintaining consistent standards across the front office team.
“We needed to track the monthly upselling report and also get recommendations and training on how to do proper upselling,” shared Nyoman Juniasa, Director of Rooms.
The hotel aimed to increase revenue, enhance team motivation and build confidence in guest interactions but lacked a systematic way to measure and sustain progress.
FPG introduced a structured upselling program underpinned by its IN-Gauge platform, enabling precise performance tracking, coaching and reporting. Through the partnership, Anantara Ubud Bali Resort achieved record-setting upselling success and emerged as a benchmark of excellence within the Minor Hotels portfolio. By uniting data-driven insights with personalized coaching, FPG transformed upselling from a routine task into a source of motivation, pride, and measurable performance growth.
“Reporting and tracking on how well the team is doing with upsells” were key drivers behind the decision to adopt the solution, Juniasa explained.
This initiative brought alignment between leadership and front-line teams to ensure consistent results.
Since launching the partnership in March 2025, Anantara Ubud Bali Resort has demonstrated sustained performance growth across key metrics:
“From the first month of joining, the incremental revenue was below the target, but after a few months it always reached the target,” Juniasa explained.
These results reflect the financial gains but also enhanced team capability and engagement.
The partnership sparked a powerful transformation in team culture and morale.
“The confidence of the team is much higher compared to before and they have the right skills to upsell. With the program, the team have new skills and knowledge as well as the motivation to upsell.”
Through focused training and consistent coaching, FPG helped create a culture of confident, service-driven upselling, where associates feel empowered rather than pressured.
Behind the scenes, FPG's IN-Gauge platform simplified incentive tracking, reporting and goal management.
“With the system, we can generate reports easily and accurately,” Juniasa explained.
This streamlined approach improved both accuracy and efficiency, allowing leaders to focus on guest experience and team development.
The measurable results were complemented by intangible benefits felt throughout the property:
“An increase in incremental revenue and room revenue in general.”
“The program is very helpful, not only improving the hotel's KFI and revenue, but also helping the team members be confident with the upselling skills they learned.”
“Try to implement this program and improve on the upselling skills and confidence of the team!”
Through its partnership with Frontline Performance Group, Anantara Ubud Bali Resort achieved record-breaking upselling results and became a model of performance excellence within the Minor Hotels portfolio. By combining data-driven tools with people-centered coaching, FPG helped transform upselling from a task into a source of pride and measurable success.
Further reading:
Pre-Arrival vs On-Arrival: Which Upsell WinsCase Study: How New World Hoiana Beach Resort Achieved a 60% Upsell Revenue IncreaseHotel Front Desk Training: How Role Play Boosts Confidence and Sales