Set on a hillside overlooking the turquoise waters of the Andaman Sea, The Westin Siray Bay Resort & Spa, Phuket is famed for its luxurious accommodation, holistic wellness and bespoke guest experiences. But even at a world-class resort, untapped opportunities existed to optimize revenue and strengthen performance. To strengthen performance, the hotel partnered with FPG, Marriott International’s trusted partner, with a clear goal: “to maximize upsell revenue, team morale and guest satisfaction.”
General Manager, Jan-Hein Breitschaft, explains: “Several challenges limited our ability to maximize revenue, from inconsistent upsell execution and a lack of confidence among associates, to limited tracking and accountability, and underutilized premium room inventory.”
On revenue: “Significant RevPAR impact, including uplift in guest satisfaction and more accurate incentive alignment.”
On culture: “Turn the impossible into possible, focus on strengths to capitalize and achieve success. There’s a stronger sense of ownership, accountability and engagement across the property.”
On front desk: “FPG’s program has had a transformative impact on our front desk team by instilling a culture of ownership, consistency and proactive service. The structured coaching and performance tools have elevated team confidence and guest engagement, resulting in stronger frontline execution.”
On back office: “The solution has significantly streamlined and enhanced our back-office operations in several key areas.”
The introduction of structured coaching and real-time performance visibility empowered associates to upsell confidently, while clear incentive alignment kept associates engaged and motivated.
General Manager, Jan-Hein Breitschaft, explains: “View it as a strategic enabler, not just a tool. Success depends on leadership alignment and a commitment to embedding performance management into daily operations. When approached holistically, this solution can elevate service standards, strengthen team engagement, and drive measurable business outcomes. It’s not just about implementation; it’s about transformation.”
“Our experience with FPG has been highly positive. It has helped us drive a more consistent and performance-focused culture, streamline back-office processes, and empower our leaders with better tools for coaching and accountability. The integration has further enhanced operational efficiency, making incentive tracking, reporting, and goal setting more transparent and data-driven,” he says.
“The FPG program has helped our associates build confidence through clarity, consistency, and coaching. With well-defined expectations and structured performance conversations, our associates understand what success looks like and how to achieve it. The team operates with greater assurance, initiative and pride in their roles,” Breitschaft says.
“This clarity has improved upsell performance but also talent retention, as motivated associates feel more invested in their success and the property’s goals."
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.