Costa Rica Marriott Hotel Hacienda Belén is set just minutes from Juan Santamaría International Airport. This luxurious retreat offers 299 rooms and suites, high-tech hospitality and authentic Costa Rican charm, complete with serene grounds, world-class dining and wellness experiences. Recognizing the untapped potential at the front desk, the hotel team partnered with Frontline Performance Group (FPG) to utilize our service-first, performance enhancement tool. This case study explores how this partnership transformed hotel operations, driving measurable improvements in front desk performance, boosting revenue and elevating team morale across the board.
The Challenge: Manual Processes and Limited Visibility
Before adopting FPG’s solution, Costa Rica Marriott Hotel Hacienda Belén workflows and reporting presented opportunities for improvement; the team's reporting process was more tedious and required more structure. Without centralized data, it was difficult to efficiently track and analyze data. Manual processes involving paper and Excel sheets made it difficult to gain timely insights or accountability, resulting in missed revenue opportunities and operational inefficiencies.
The Goal: Centralization, Efficiency and Upskill Opportunities
Marriott sought a unified platform that could streamline operations, enhance staff performance and offer real-time insights. The team’s main objective was to have an organized and practical solution that would allow them to work from a centralized platform. The vision was clear: implement a solution that blends intelligent automation with team development to boost both revenue and guest satisfaction.
Why IN-Gauge? A Smart, Supportive and Scalable Solution
The decision to move forward with FPG was rooted in the intuitive design of the platform and the regional support promised by the FPG team. The team was especially convinced by the tool’s user-friendly design and the confidence that strong support would be available throughout the CALA region. FPG’s solution stood out for its combination of technology and training, offering a complete ecosystem that enhances guest experiences while increasing profitability.
Implementation and Stakeholder Engagement
The platform’s rollout was endorsed and driven by key decision-makers including the Executive Committee, Area General Manager, Mr. Dennis. Strong leadership backing ensured alignment across departments and facilitated a smooth transition.
The Results: 100% Revenue Growth and Beyond
IN-Gauge empowered the Costa Rica Marriott Hotel Hacienda Belén team with real-time performance dashboards, targeted coaching, and structured reporting, leading to impressive, tangible outcomes.
The hotel team noted they achieved a "significant increase in sales" since partnering with FPG. The growth has been over 100%, which clearly reflects the positive and direct impact it has had on their results.
Additional measurable benefits included:
- Time SavingsFaster report generation and data accessibility.
- Operational OrganizationMore structured workflows.
- Accurate Incentive TrackingSmarter goal setting and audit capabilities.
Team Transformation: Engaged, Motivated and Retained
One of the most profound changes occurred at the front desk. The FPG program has driven significant development and a very positive change within the front desk team. Associates have learned to improve their sales-related processes, leading to stronger skills and increased motivation.
By creating a culture of growth and transparency, with features including live metrics and team leaderboards, IN-Gauge has enhanced performance but also improved retention.
Back-Office Efficiency: Structured and Strategic
The benefits extended well beyond the front desk, optimizing back-office operations as well.The team noted it has provided them with a clear and structured tool for incentive calculation, audits, reporting and goal setting. It has even served as a valuable guide in determining the right path to follow in their growth process. IN-Gauge translates raw sales data into actionable insights, helping both frontline teams and management to stay aligned and focused on results.
Final Thoughts and Advice
The team expressed strong confidence in the value of FPG's solution, emphasizing that it’s an effective and worthwhile investment with a noticeable impact on both operations and business outcomes.
They also shared that their experience with the tool has been highly positive, highlighting gains in efficiency, clearer processes, faster response times, continuous team development and improved reporting that supports more informed decision-making.
With support from FPG Customer Success Consultant Alfredo Fuentes, Costa Rica Marriott Hotel Hacienda Belén continues to reap the rewards of a data-driven, performance-focused culture.
Conclusion
FPG’s IN-Gauge platform proves that smart technology, when paired with intentional training, can deliver outstanding results in hospitality. The hotel's journey reflects the core belief that “happy guests are those who enjoy your best offerings,” and through FPG's platform, those offerings are delivered consistently, by an empowered and engaged team.
Better data. Smarter selling. Stronger results.
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.