Located in the historic water town of Nanxun, Hilton Huzhou Nanxun blends modern hospitality with timeless elegance. To elevate both guest experience and financial performance, the property partnered with Frontline Performance Group (FPG), Hilton’s trusted and approved partner, to implement a comprehensive upselling and performance optimization program.
Exceptional Results in Two Months
The partnership produced exceptional results within the first 60 days of implementation:
- 100% increase in incremental revenue
- 2.14% RevPAR impact across all products — double the previous year’s performance
- 50% of incremental revenue driven by suite upsells, contributing to higher paid suite occupancy
- Stronger team engagement, supported by the platform's data visualization and strategic upsell training
These outcomes highlight how FPG’s systems and training increased revenue but also transformed the operational rhythm of the property.
The Challenge
Before adopting FPG’s solution, the hotel faced recurring hurdles such as limited upsell performance and heavy dependence on manual monthly audit paperwork. The administrative burden hindered efficiency and diverted focus from guest interaction.
The Goal
The team’s primary objective was clear: increase revenue through improved upselling, operational efficiency and enhanced team motivation.
Why FPG?
Kevin Huang, Operation Director, shared, “We were convinced by FPG’s training for upselling skills and system support.” The comprehensive program provided both the skill-building and technological foundation the team needed to scale revenue sustainably.
Decision-Making
The decision to partner with FPG was a strategic one, involving the Director of Finance, General Manager, and Owner — ensuring alignment across operational and financial leadership.
Measurable Improvements
Following the rollout, the front desk and management teams experienced immediate gains: “It’s more convenient for team members to record data without paperwork. There are more upsell products that team members find easier to sell than before,” Huang explained.
The new digital workflow and performance tracking made monthly goal reviews simple, transparent, and paperless — an efficiency boost that resonated across departments.
Cultural Transformation
The partnership also sparked a shift in mindset. Team culture evolved from “Try their best (before)” to “proactive (after).” Through professional upselling training, team members developed stronger confidence and enthusiasm, leading to a measurable lift in both performance and morale.
Beyond the Numbers
Beyond KPIs, Kevin highlighted the intangible benefits: increased positivity and collaboration among team members, as well as a renewed focus on guest engagement. “Every month, team and individual goals are clearly defined, making the process straightforward and efficient. The system eliminates the need for paper-based office work.” Huang shared.
Advice for Other Hoteliers
“After understanding the project, draw on practical use cases and review the ROI,” he advised. “It’s a program that delivers measurable and lasting results!”
Hilton Huzhou Nanxun’s partnership with FPG delivered a professional system to track upsell data, enabled paperless office operations, and created a culture of proactive performance. With structured training, real-time data insights, and engaged leadership, the property achieved sustained financial growth and operational excellence.
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.