Set in the heart of the Mediterranean, InterContinental Malta has established itself as the region’s leading hotel of distinction. With 481 elegantly appointed rooms and suites, including the luxurious Highline Suites, this 5-star property sets a high standard for both guest experience and operational excellence.
The hotel offers an expansive range of leisure amenities: a lagoon-styled outdoor pool, a heated indoor pool, state-of-the-art fitness center with squash courts and an aerobics studio, hair salon, and business services. Every detail is designed to cater to the diverse preferences of its international guests.
With such a premium offering, every guest interaction presents a revenue opportunity, a reality the team set out to unlock.
The Challenge: Making Upselling Work for Everyone
As Club Lounge Manager, Mr. Mohammed Fajoui was focused on achieving upsell targets without compromising the luxury experience guests expect. But his team struggled with performance visibility and engagement.
“We needed to understand the figures,” he explains. Although the hotel team was motivated, the tools at their disposal made it difficult to quantify performance or sustain upsell momentum.
The Turning Point: Choosing FPG
After exploring options, the hotel’s leadership, spanning hotel management and front office, chose FPG’s IN-Gauge platform to fill the gap. What sold them?
“Great tools which could generate the data we needed,” explains Fajoui.
IN-Gauge is not about pushy selling, it’s about enhancing the guest experience while boosting profitability. It bridges the common gap in hospitality between service excellence and missed revenue by giving frontline staff a smarter, centralized performance system.
Onboarding & Culture Shift
From the start, the transformation was clear: “The team started learning how to use the app and was excited to start upselling!”
The IN-Gauge platform gave the front desk staff immediate access to real-time KPIs, a user-friendly dashboard, and daily visibility into their Month-to-Date (MTD) scores. This transparency sparked motivation and built a culture of accountability and healthy competition.
“The app shows everyone's MTD scores and provides an opportunity to motivate the team,” Mr. Fajoui explains.
Results: Targets Met and Team Engaged
“We achieved our upsell target last year, and this year we've raised the bar by setting a goal that’s 25% higher. This is a key metric that reflects our performance, and we look forward to working together to enhance guest satisfaction and reach our target.”
This success validated the power of combining intelligent tech with ongoing coaching. FPG’s model of tech and training helped the team hit revenue goals and also maintain guest satisfaction at the highest level.
Operational Benefits Beyond the Front Desk
IN-Gauge also supported back-office operations like incentive tracking and reporting: “Previously, it was challenging to make sure the numbers are correct,” Mr. Fajoui notes, but the platform’s integrated tools and audited data, brought clarity and reduced manual overhead.
Managers can now set performance goals, launch bonuses or team challenges, and recognize top performers, all through a single interface.
Advice to Fellow Hoteliers
Mr. Fajoui recommends FPG’s program because IN-Gauge offers “great tools to keep track.” For properties striving to balance excellence in guest service with profitability, IN-Gauge offers a solution that aligns everyone, from executives to front desk agents.
Final Thoughts
Reflecting on his partnership with FPG, Mr. Fajoui shares: “We have excellent tools at our disposal to help us stay organized and on track throughout the process. We also had virtual support from our FPG consultant. Overall, it’s been a smooth and efficient experience. I highly recommend.”
At a luxury destination like InterContinental Malta, success is about great service and unlocking the full value of every guest interaction. With FPG’s IN-Gauge platform, the team now delivers better data, smarter selling and stronger results, all while enhancing the guest experience.
Further reading:Pre-Arrival vs On-Arrival: Which Upsell Wins
Case Study: How New World Hoiana Beach Resort Achieved a 60% Upsell Revenue Increase
Hotel Front Desk Training: How Role Play Boosts Confidence and Sales
Discover how FPG can help your property unlock its full potential:👉 Request a Demo 👉 Download Our Hotel Upsell Playbook.