Case Study: The Westin Guadalajara Achieves 321% Increase in Upsell Revenue with FPG
The Westin Guadalajara, a premier business and leisure hotel in Mexico, is part of Marriott International’s world-class portfolio. The property ...
The Westin Guadalajara, a premier business and leisure hotel in Mexico, is part of Marriott International’s world-class portfolio. The property delivers exceptional service to every guest, yet, like many hotels, it faced challenges in motivating staff to upsell effectively. Without the right confidence and structure, valuable upgrade opportunities were missed, leaving incremental revenue untapped.
The Turning Point: Partnering with FPG
To address this, the hotel partnered with Frontline Performance Group (FPG), Marriott’s trusted and approved provider of performance enhancement software.
The result: Stronger staff confidence, a culture of consistent upselling and measurable revenue gains across both the property and individual team members.
The property partnered with FPG in 2024 and in just 10 months achieved outstanding results:
- 321% increase in upsell revenue compared to 2023
- 6.29% upsell conversion rate
- ROI 24:1
By 2025, the property fully embraced the power of the program, implementing structured monthly agent goals and property-level targets aligned with demand—all seamlessly managed within the platform. This approach enabled the property to sustain exceptional conversion levels and continue growing revenues, currently tracking over 25% higher than last year.
The Challenge: Building Confidence in Upselling
Roberto Murillo, Front Desk Supervisor at The Westin Guadalajara, explained the core issue: “It was difficult to get my team to understand how important upselling is, especially for meeting their own budget goals.”
The goals were straightforward: Boost revenue and increase team motivation. But without the right system and training, upselling opportunities slipped away.
Read more: The Best Hotel Upsell Training Programs (and why FPG leads the way)
Why FPG Was The Right Choice
Murillo and his leadership team, including the General Manager and Front Desk Manager, selected FPG’s program for its ease of use and practical, actionable tips.
“The platform is full of helpful advice that not only helps grow revenue but also builds team confidence. And it’s very easy to use!”
With leadership support, adoption was smooth and embraced at every level of the team.
Financial Impact
- Revenue growth at both the property and individual team levels
- Steady month-over-month increases in personal revenue earnings
- Cultural Shifts
- Stronger staff confidence and motivation
- Upselling embraced as a natural extension of great guest service
“Before using FPG, a lot of upselling opportunities were missed. We didn’t have the confidence or motivation to sell. Now we look for those opportunities every time we interact with a guest,” Roberto explains.
- Operational Efficiencies
- Seamless integration with Opera
- Quick access to revenue data by room type
- Easy-to-read dashboards, simplify reporting, planning and auditing
Beyond the Numbers: Confidence That Lasts
While the revenue results were clear, Roberto noted the greatest impact was the transformation in staff confidence and motivation. Upselling became second nature, empowering the team to deliver more value to guests and the hotel.
“The confidence within our team has grown so much,” he says.
“FPG has all the tools to make upselling one of your main goals and to make those goals a reality!”
“The tips are easy to follow and really work. The goals are achievable and the platform itself is simple to use.”
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.