Case Study: Millennium Place Marina in Dubai Generates AED 5M in Incremental Revenue with FPG

Every hotel stay begins at the front desk and at Millennium Place Marina in Dubai, that first interaction has become a powerful revenue driver. After adopting FPG's front desk performance solution in 2019, the property transformed everyday guest moments into measurable financial impact. Since joining the program, the hotel has delivered consistently strong results, with Room RevPAR impact steadily increasing from +1.20% in 2019 to +4.93% in 2025. This proves that when frontline teams are equipped and engaged, performance and revenue follows. 

Rakesh Kumar, Director of Front Office, explains the hotel's challenges before working with FPG: "We were unable to effectively track overall upselling performance and it was difficult to create healthy competition among team members." He says there was "no real-time visibility of incentives, reducing motivation and engagement." The team also faced a "lack of proper upselling-related training materials" and "high manual workload."   

Read more: The Best Hotel Upsell Training Programs (and why FPG leads the way)

Results: RevPAR Impact, Conversion Rate and Incremental Revenue

With FPG, the hotel's performance improved significantly across key KPIs. The property also achieved a major regional milestone: "Ranked #1 among all Millennium FPG partners in MEA for RevPAR impact, IDR and conversion rate," Rakesh notes.

In 2025: Room RevPAR +4.93% | Total RevPAR +7.24% and generated AED 5M in incremental revenue.

A Strategic Move to Standardize Upselling and Empower Staff

Rakesh outlined the hotel's goals for a stronger front office sales strategy: "FPG enabled a standardized upselling process, improved guest satisfaction, increased operational efficiency, user-friendly tool for Ambassadors, strong training and motivation."

With FPG, the front desk gained real-time visibility into performance, incentives and training consistency, turning daily guest interactions into structured opportunities to enhance the stay. 

Impact on Front Desk Performance and Guest Experience

Beyond revenue, FPG improved team execution and guest satisfaction at Millennium Place Marina. Rakesh summarized the operational impact as: “Increased upsell revenue, correct and consistent training, boosted team confidence, higher motivation, improved guest satisfaction.”

Why the Front Office Team Likes Using FPG

Rakesh highlighted the successful partnership with FPG and the support from Customer Success Associate Sue Chua. He credited the solution for enabling sustainable performance improvements: "It boosts upsell revenue, ensures correct and consistent online training, improves guest experience, motivates the team, simplifies Front Office operations, provides real-time insights and encourages adoption of best practices!"