COURTYARD BY MARRIOTT SEMINYAK BALI ACHIEVES +6% REVPAR GROWTH WITH FPG

GUEST EXPERIENCE

Located in the heart of Seminyak, one of Bali’s most popular resort destinations, Courtyard by Marriott Seminyak Bali is renowned for its vibrant atmosphere and dedication to guest satisfaction. Behind the scenes, the hotel’s leadership team has been quietly redefining performance success, leveraging FPG’s data-driven platform to enhance upselling performance, motivate staff and streamline operations.

Why it matters: Strong Results in 2025: A Clear Return on Partnership According to Rooms Division Manager Gede Wahyu Pratama, Courtyard Seminyak Bali’s team was already familiar with upselling, but FPG gave their efforts a structured and inspiring framework. “Our property was already familiar with the upselling strategy. However, what we needed was a more structured, easy to use and engaging platform that could streamline the process for our team."

Every guest interaction is a revenue opportunity, if you know how to unlock it. FPG's program isn’t about pushy upsells, it’s about enhancing stays while driving profitability. Many hotels leave revenue on the table through outdated approaches, poor room assignments and unmotivated staff.

Top 3 Core Objectives: The implementation of the IN-Gauge platform enabled both operational efficiency and consistent revenue performance, simplifying back-office processes while supporting frontline teams. Despite external challenges, including reduced room availability during renovations, the program delivered measurable, resilient growth, demonstrating its ability to drive results in complex operating environments.

Streamline back-office processes: Simplifyed goal setting, incentive calculations, auditing, and reporting through the IN-Gauge platform
Reduce manual workload: Improved accuracy across incentive management and performance tracking
Consistent upselling performance: Even during a renovation period where 20% of rooms were unavailable, the team still recorded a 0.37% year-over-year growth in upselling performance, proving the program’s resilience and consistency.

Innovators Mentioned

Frontline Performance Group

GWP

Gede Wahyu Pratama

Rooms Division Manager

MARRIOTT

"Year on year, we have consistently achieved our upselling KPIs, with continuous growth. Despite undergoing a renovation phase where 20% of rooms were out of inventory, we still recorded a 0.37% growth in performance compared to last year. IN-Gauge has significantly simplified our back-office processes. Incentive calculation, auditing, reporting, and goal-setting are now streamlined and efficient, reducing manual work and increasing accuracy."

Gede Wahyu Pratama

Rooms Division Manager

👍 Rooms Division Manager Gede Wahyu Pratama said that Consistent year-on-year upselling growth—even during renovations—while IN-Gauge has streamlined back-office processes, improving efficiency and accuracy.:

"Year on year, we have consistently achieved our upselling KPIs, with continuous growth. Despite undergoing a renovation phase where 20% of rooms were out of inventory, we still recorded a 0.37% growth in performance compared to last year. IN-Gauge has significantly simplified our back-office processes. Incentive calculation, auditing, reporting, and goal-setting are now streamlined and efficient, reducing manual work and increasing accuracy."

⚖️ The selection process: During their research process, Gede Wahyu Pratama evaluated Frontline Performance Group's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Frontline Performance Group was the best fit solution:

Rooms Division Manager Gede Wahyu Pratama said, about their decision: "The simplicity and practicality of the system were the main reasons. The platform was very handy and intuitive for our upsell champions, making it easy to implement with minimal disruption."

📈 The results: From January to September 2025, the program delivered strong and consistent performance, driving measurable revenue growth and exceptional return on investment. The results highlight how a focused approach—combining coaching, visibility, and engagement can unlock both financial impact and meaningful cultural change.

Delivered +6.34% RevPAR impact, driving consistent revenue growth and optimization across all segments.
Achieved a 64:1 ROI, demonstrating the exceptional effectiveness and scalability of the program.
Proved that the right mix of coaching, visibility, and engagement drives both strong financial performance and lasting cultural transformation.

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