Courtyard by Marriott Mexicali prides itself on delivering exceptional guest experiences to both business and leisure travelers. Situated in the heart of Mexicali, the property attracts both corporate travelers and vacationers exploring the Baja California region. While the hotel maintained strong service standards, leadership recognized untapped potential to enhance guest satisfaction and revenue. Partnering with FPG unlocked that opportunity, read on to discover the results.
The Challenge
As Ana Rivera, the hotel’s Operations Supervisor explained: “Previously the front desk department did not have an upselling program, so the challenge was adopting that mentality and implementing the program in general.”
The team’s goals were clear:
- Guest satisfaction first; ensuring every interaction elevated the guest experience.
- Motivation and engagement for the front desk team; creating a culture of enthusiasm and ownership.
Without a structured system for identifying and offering enhanced experiences, revenue opportunities would be left untapped.
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Why FPG?
The decision to partner with FPG was driven by three core factors:
- Data Optimization– Turning raw sales data into actionable insights that directly supported front desk decision-making.
- User-Friendly Program– A friendly, intuitive platform that made adoption easy for both new and experienced staff.
- Visual Dashboard Features– Real-time KPIs, leaderboards and performance tracking enabled staff to stay motivated and competitive.
The hotel’s General Manager and Corporate leadership were both involved in selecting FPG, recognizing its unique ability to merge technology with tailored training.
Implementation & Cultural Shift
With FPG’s performance enhancement tool and structured upselling processes in place, the Courtyard by Marriott Mexicali front desk team quickly embraced a new mindset:
- Empowerment to make informed recommendations of products.
- Friendly competition through leaderboards, motivating staff to outperform each other in a positive way.
- Transparency and accountability via real-time metrics and performance goals.
“The Front Desk team is now more competitive with each other! It creates friendly competition with regards to who is selling more.”
This shift boosted revenue and it also improved recruitment and retention.
“It serves as a motivation to recruit new associates, but also to reduce staff rotation to the minimum.”
The Results
Since implementing FPG, the hotel has experienced measurable wins:
- ROI jumped from 12 in 2024 to an average of 23 this year, nearly doubling year-over-year.
- Increased guest satisfaction, reflecting the success of personalized, value-adding offers.
- A boost in team motivation, with agents actively striving to meet and exceed goals.
Additional Benefits include:
- Empowerment: Front desk associates now have “multiple ways to recommend products.”
- Confidence: Staff feel more capable in sales and decision-making.
- Efficiency: FPG’s program simplifies auditing, reporting and goal-setting for managers.
- FPG provides audit-proof calculations that keep staff motivated and finance teams happy.
Advice to Other Hoteliers
The recommendation is clear: “To implement the upselling! If you already have commissions established, hire FPG as they handle all data with care and precision.”
Conclusion
For Courtyard by Marriott Mexicali, FPG has proven to be an “excellent and efficient” solution, delivering on both revenue growth and guest satisfaction. By blending intuitive technology, real-time data and targeted training, the program has transformed the front desk from a purely service-oriented function into a strategic driver of profitability and guest delight.
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