Set in the exclusive Pacific Center complex, Residence Inn by Marriott Panama City is an extended-stay hotel designed to help guests feel connected and at home. Each spacious suite features a fully equipped kitchen, ideal for long stays or family travel. Just steps from Multiplaza Mall and within walking distance of Balboa Avenue and Cinta Costera, the hotel offers both convenience and comfort. With easy access to major attractions like the Panama Canal and Biomuseo, and thoughtful, pet-friendly amenities, Residence Inn strikes the perfect balance between work and relaxation in the heart of Panama City.
Before implementing Frontline Performance Group’s (FPG) solution, the team at Residence Inn by Marriott Panama City faced a common yet costly challenge: minimal revenue generation from room upselling. The front desk team also had no structured incentive to drive upsells, which impacted motivation and left untapped potential in their interactions with guests.
However, with FPG’s support, the team began identifying revenue opportunities to generate incremental income while engaging guests through value-added experiences and products that enhance their stay. Prior to FPG’s involvement, these offerings were often provided at no cost, representing missed revenue opportunities.
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With clear financial and cultural goals in mind, General Manager Myriam Palma and Operations Manager Katherine Cerrud set out to:
The leadership team was drawn to FPG for its well-rounded approach, combining:
With guidance from FPG’s Alfredo Fuentes, the team rolled out the IN-Gauge platform, supported by calibration meetings to ensure consistent adoption and alignment.
A key strength of this partnership lies in how FPG helps uncover revenue opportunities that were previously being overlooked, or, in many cases, unintentionally given away.
Once these opportunities are identified, FPG supports the process with focused team training and clear guest communication. As a result, the changes are well received and consistently lead to an increase in incremental revenue.
The results exceeded expectations:
Front desk staff now benefit from monthly bonuses tied to their sales performance, directly impacting retention and adding value during the recruitment process.
“The results have been outstanding, exceeding our expectations in both revenue and team adoption,” said Palma. “Our associates are more motivated, and guests are seeing the benefits through tailored, value-driven offers. Alfredo, our FPG consultant, has been instrumental in supporting this implementation, consistently available to address any doubts or concerns. He continually challenges our team to enhance performance by introducing innovative ideas and products to offer our guests.”
While the implementation of incentives added some administrative responsibility, the benefits quickly outweighed the extra effort. IN-Gauge simplified:
Back-office teams gained visibility and control over performance data, enabling them to build a revenue-focused culture supported by clear metrics.
FPG’s service-first training and IN-Gauge platform ensured that upselling was never about pressure. Instead, associates learned how to:
This subtle shift transformed guest interactions, allowing staff to offer upgrades and add-ons that enhanced the overall stay—without compromising service.
"Investing in this initiative will yield immediate returns. By adopting the right mindset within your team, you will not only enhance the value of your property but also drive your revenue goals and boost team motivation,” Palma advises.
With FPG’s support, Residence Inn Panama City turned overlooked touchpoints into high-margin revenue streams. From transforming complimentary early and late check outs into upsell opportunities, to enhancing staff engagement, the IN-Gauge platform continues to deliver measurable financial gains and long-term cultural value.
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