Case Study: Hilton Bali Resort Unlocks Hidden Revenue with Frontline Performance Group

Set atop a cliff overlooking the Indian Ocean, Hilton Bali Resort is renowned for its sweeping ocean views, lush tropical gardens and premium guest ...

2 min. read 11 Sep 2025

Case Study: Hilton Bali Resort Unlocks Hidden Revenue with Frontline Performance Group

Set atop a cliff overlooking the Indian Ocean, Hilton Bali Resort is renowned for its sweeping ocean views, lush tropical gardens and premium guest experiences. Located in Nusa Dua, Bali’s luxury enclave, the resort caters to global travelers seeking both indulgent relaxation and high-end service. With over 400 rooms and suites, multiple dining venues and extensive meeting facilities, the hotel prides itself on delivering unforgettable stays, yet, like many hospitality brands, it faced challenges in maximizing front desk-driven revenue.

The Challenge: Untapped Revenue

Prior to partnering with Frontline Performance Group, Hilton Bali Resort grappled with several operational inefficiencies and missed opportunities:

Inefficiencies in Process Execution – Workflows were often delayed due to manual coordination and lack of streamlined systems, impacting overall productivity.

Inconsistent Performance Metrics – It was difficult to set clear, measurable standards for team performance, which made it hard to drive accountability and consistent results, because no individual targets were given.

The team experienced limited visibility and reporting"We lacked real-time data insights, which hindered timely decision-making and prevented us from identifying performance gaps early,” explained Windarti Eka P., Front Office Manager, Hilton Bali Resort.

The Solution: Frontline Performance Group

To address these challenges, Hilton Bali Resort implemented FPG’s centralized performance enhancement platform tailored for hospitality businesses. Designed to turn every guest interaction into a revenue opportunity, IN-Gauge enables front desk teams to confidently recommend upgrades and personalized options, enhancing both guest satisfaction and profitability.

Why FPG Stood Out

Daily Performance Visibility: Clear dashboards and individual tracking made progress transparent and immediate.

Structured, Measurable Process: Replacing guesswork with defined, consistent goals enabled stronger execution.

Tailored Strategic Support: FPG consultants deeply understood Hilton Bali’s unique needs and delivered customized tactics.

Ongoing Coaching: Beyond implementation, FPG’s continued involvement ensured long-term success and adoption.

“The continued guidance and hands-on support from FPG ensured that we didn’t just implement a program, but truly embedded the process into our day-to-day operations,” Windarti Eka P.

The Results: Measurable Gains in Revenue and Performance

The outcomes were swift and impressive. In just two months, Hilton Bali Resort saw:

1.6% Increase in Room Revenue: Directly attributed to enhanced upselling efforts at the front desk.

Improved Team Productivity: Individual performance targets drove accountability and motivation.

Greater Operational Efficiency: FPG simplified incentive calculations, streamlined reporting and enabled effective goal setting.

Team Impact

Enhanced Front Desk Performance: Real-time recognition and visibility kept morale high and performance consistent.

Better Recruitment & Retention: The structured system appealed to new recruits and helped retain top talent.

Back-Office Optimization: Tasks like auditing and reporting were accelerated through automation and clarity.

“Our experience with this solution has been highly positive. It has streamlined our sales and operational processes, improved team performance and delivered measurable growth in revenue and customer satisfaction. The tailored approach and ongoing support have made implementation smooth and sustainable, empowering our staff and enhancing overall efficiency,” Windarti explains.

Windarti says hoteliers considering FPG, should define clear goals before launching any initiative. Invest in training and ongoing support to ensure staff adoption and also measure and monitor progress regularly to stay on track.

Conclusion

With 30+ years of experience in incremental revenue optimization, Frontline Performance Group brought Hilton Bali Resort more than just technology, it delivered proven results. FPG helped the resort move beyond outdated approaches, empowering its team to unlock every guest interaction’s potential. The partnership has led to improved team engagement, stronger operations, and enhanced guest satisfaction, all while boosting the bottom line.

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