We are currently addressing two LMS media-player issues impacting some users:

1. Safari 26 – Video Playback Logout Issue

• Safari 26 users may be automatically logged out due to a security-patch conflict affecting video playback.
• Please use Google Chrome until a fix is deployed.
• Engineering is finalizing the RCA and evaluating a permanent solution.

2. Multi-Language Audio Track Issue

• Root cause analysis in progress; Wistia has advised migration to the Aurora player for full compatibility.

Resolution in progress — next update will follow after engineering delivers RCA and solution recommendations.  Friday November 21st

October 30th

We’re updating the login and account management flow to make it clearer and more secure.
Previously, users with deactivated accounts could see a “blocked after multiple failed attempts” message and still receive password reset emails, which caused confusion.

The new workflow introduces clear, accurate messaging for each account state:

• Active – normal login and password reset behavior.
• Locked – temporary rate-limit after failed attempts, with clear guidance on how to unlock.
• Deactivated – login and reset attempts now display a direct message: “Your account is deactivated. Contact your administrator.”

Admins will also see clearer account status indicators, audit logs, and reactivation options.

These improvements ensure transparency for users, reduce confusion, and bring our authentication flow in line with best practices for both security and user experience.

Amazon Web Services (AWS) is currently experiencing a major global outage impacting multiple regions and core infrastructure components. This disruption has affected numerous major platforms, including Netflix, Slack, Disney+, Epic Games, and Shopify, among others.

At this time, we are actively monitoring the situation and evaluating any potential downstream impact on IN-Gauge. While there is no confirmed effect on our service, users may experience intermittent slowdowns, timeouts, or other performance issues as a result of the broader AWS instability.

If you notice any degradation in performance or unexpected errors, please submit a support ticket through our Help Center so our team can investigate promptly.

We’ll continue to track AWS’s recovery progress and provide updates as more information becomes available.

Thank you for your patience and understanding while AWS works to restore normal operations.

Team IN-Gauge 

Premium Value Development Partnership identifies agents demonstrating strong performance and sales concentration in high-value premium suites, positioning them as key contributors to overall premium revenue growth.

This segment represents agents who are actively driving premium conversion, maintaining price integrity, and consistently achieving above-average upsell rates within top-tier suite categories.
They are considered strategic partners in premium value development, setting the operational benchmark for premium suite excellence.

Purpose in Reporting

This segment isolates high-performing agents whose results directly impact premium suite yield, revenue concentration, and brand value perception.
It provides leadership and analytics teams with visibility into:

• Agents generating disproportionate value from premium suite sales,
• Patterns and behaviors that can inform mentorship pairing or training replication, and
• Opportunities to scale premium performance practices across the wider sales team.

Interpretation

Agents within this segment are not just high earners, but strategic enablers — their approach, confidence, and guest engagement patterns directly contribute to the property’s premium revenue trajectory.
They serve as mentorship anchors for developing agents, supporting broader premium value adoption across the sales organization.

Suite Labels:
Presidential Suite Royal Suite Diplomatic Suite Imperial Suite Chairman’s Suite Ambassador’s Suite Penthouse Suite Villa Suite Spa Suite Maisonette Suite Grand Suite Metropolitan Suite Premier Suite

Understanding Premium Suite Sales Mentorship 

Premium Suite Sales Mentorship evaluates an agent’s ability to confidently position, communicate, and convert high-tier suite products — typically the top premium offerings within the property’s inventory (e.g., Presidential ).
*

This category focuses on value articulation at the luxury level, where emotional influence, exclusivity framing, and brand storytelling drive the guest decision.
It measures how well an agent can maintain price integrity, justify premium rate differentials, and convert aspirational interest into confirmed high-value sales.

Core Objective

The objective of Premium Suite Sales Mentorship is to:

• Develop confidence and composure in presenting top-tier suite products.
• Strengthen value anchoring and benefit-led communication to justify higher rates.
• Improve close ratios in high-value suite categories through trust and assurance.
• Build consistency in premium-level performance by modeling top-performer behavior and decision flow.

This category identifies agents who are close to high-tier sales capability and need mentorship to cross the confidence and articulation threshold required for luxury positioning.

* Also know as: 

Presidential Suite Royal Suite Diplomatic Suite Imperial Suite Chairman’s Suite Ambassador’s Suite Penthouse Suite Villa Suite Spa Suite Maisonette Suite Grand Suite Metropolitan Suite Premier Suite

Other Revenue to Room Expansion Mentoring measures an agent’s ability to convert non-room revenue opportunities (e.g., dining, spa, event, or amenity interactions) into room or suite sales — specifically through value recognition, cross-selling skill, and timing.

This category identifies agents who engage guests outside the traditional booking flow and successfully transition ancillary interest into incremental room revenue.
It emphasizes commercial awareness, proactive engagement, and situational selling confidence — turning peripheral revenue touchpoints into core accommodation conversions.

Core Objective

The objective of this mentoring area is to develop agents who can:

• Recognize non-room guest touchpoints as conversion opportunities.
• Confidently expand the conversation from amenities or experiences to accommodations.
• Link guest motivations (comfort, convenience, exclusivity) to suite or room upgrades.
• Increase overall revenue capture rate by integrating upselling across multiple property services.

Essentially, this mentoring track helps agents bridge the gap between service interaction and room revenue growth — elevating guest conversations into holistic, multi-product conversions.

Other Revenue to Room Expansion Mentoring directly contributes to total revenue per guest (TRevPAR) uplift by leveraging non-room interactions as viable conversion channels.
This mentoring category helps properties:

• Unlock untapped revenue potential from service-based touchpoints,
• Build cross-departmental sales fluency, and
• Foster a culture of 360° guest revenue thinking across the property.

In short, it transforms service engagement into structured, measurable room revenue growth, developing agents into multi-channel conversion specialists.

Understanding Product Diversification

Definition:
Product Diversification measures an agent’s ability to successfully sell across multiple product types or suite categories rather than relying on a single offering. It evaluates breadth and adaptability — how well an agent identifies guest needs and positions various suite types, experiences, or add-ons that align with those needs.

In short, it’s about expanding the range of products sold per agent, not just increasing revenue in one category. A diversified performer drives broader occupancy impact and revenue resilience, reducing dependency on a single product line.

How Product Diversification Is Reported

1. Focus Metric:

   • Only KPIs directly tied to Product Diversification are displayed — typically including:
     • Average Upsell Rate (revenue per suite sold)
     • Number of Nights Sold per Product Category
     • Total Incremental Revenue derived from diversified product mix
   • Other performance indicators are excluded to maintain clarity.

2. Variance Reporting:

   • The system compares top performer results against developing agent results within the same product category.
   • Positive Variance → Highlights what the top performer is doing differently (e.g., better positioning of suite features or guest segmentation).
   • Negative Variance → Identifies the developing agent’s gap areas (e.g., lower average upsell rate, fewer product categories sold, or lower total incremental revenue).

3. Training Pairing Insight:

   • Each Product Diversification section pairs a High Performer with a Developing Agent.
   • The report explains why the high performer is successful (value communication, positioning confidence, etc.) and where the developing agent needs targeted support.
   • Recommended coaching modules focus on premium positioning, cross-product value anchoring, and confidence in multi-suite presentations.

4. Outcome Tracking:

   • Expected improvement timelines are noted (e.g., “4–6 weeks for $200+ average upsell rate achievement”).
   • Progress is measured only against diversification-linked KPIs — ensuring performance improvements are attributed to skill expansion, not general sales activity.

Training Pairing- 

Understanding Your AI Insights Report

Confident Closing Development measures an agent’s ability to convert premium suite opportunities into confirmed upsells through confidence, clarity, and control during the close phase of the sales interaction.
It focuses on the psychological and communication aspects of the final step in the sales cycle — where hesitation, uncertainty, or poor value articulation can directly cause revenue loss.

This competency is less about product knowledge and more about confidence under pressure, price integrity, and strategic closing behaviors that secure premium conversions.

Core Objective

The purpose of this development area is to help agents:

• Strengthen confidence in premium price justification.
• Maintain value integrity when handling high-value objections.
• Apply structured trial-close and assumptive closing techniques.
• Drive final-stage conversion uplift across premium suite categories.

An agent excelling in this area closes at a higher rate because they present offers with certainty, composure, and credibility — positioning the upgrade as a benefit, not an expense.

How It’s Reported

1. Key Metrics (Only Closing-Based KPIs):

   • Average Upsell Rate
   • Total Incremental Revenue from Premium Rooms
   • No of Nights of upsells for Premium Rooms
   • 
     
   
   

2. Variance Analysis:

   • Positive Variance: The top performer demonstrates decisive, confident offer presentation and price integrity, leading to higher close ratios and premium acceptance.
   • Negative Variance: The developing agent shows hesitation in premium pricing, weaker trial-close structure, or limited assertiveness in value delivery.

3. Training and Coaching Focus:

   • Confidence in high-value communication
   • Handling premium objections with structured responses
   • Trial-close checkpoints for guest commitment
   • Reinforcing value-before-price positioning
   • 
     
   
   

4. Typical improvement timeline: 2–3 weeks with role-play and premium-offer simulation exercises.

Understanding Your AI Insights Report

Suite Diversity Mastery measures an agent’s ability to successfully sell across multiple suite categories while maintaining or improving upsell performance.
It goes beyond raw revenue and focuses on sales versatility — how effectively an agent understands, positions, and converts guests into different suite types rather than relying on a single familiar product.

In essence, it evaluates range, adaptability, and precision in premium suite sales.

Core Purpose

The goal of Suite Diversity Mastery is to ensure that top-line performance isn’t concentrated in just one suite type (e.g., all sales in “Maisonette Suite ”) but instead distributed across multiple premium  suites: *

Agents who master this skill:

• Demonstrate multi-product competency,
• Align guest preferences with suite features and benefits, and
• Support revenue diversification, reducing concentration risk.

How It’s Reported

1. Focus Metrics (Only Diversity-Based KPIs):

   • Number of Distinct Suite Types Sold
   • Average Upsell Revenue per Suite Type
   • Total Revenue Across Suite Categories
   • Conversion Rate Across Multiple Premium Suites
   • KPIs unrelated to suite mix (are excluded from this section to maintain focus.

2. Variance Analysis:

   • The system compares the top performer’s suite mix versus the developing agent’s narrower sales pattern.
   • Positive Variance: Shows how the top performer diversified suite offerings (e.g., multiple suite tiers sold with strong conversion).
   • Negative Variance: Highlights where a developing agent is underperforming — such as repeatedly selling one suite type or missing opportunities to pivot between categories.

3. Training Application:

   • High performers serve as reference profiles for suite positioning and category switching.
   • Coaching focuses on:
     • Suite comparison knowledge
     • Guest-needs matching
     • Translating amenities into tailored value propositions
   • Typical improvement timeline: 3–4 weeks with structured knowledge transfer and scenario practice.

Example of Suite Names:  

*
Presidential Suite, Royal Suite, Diplomatic Suite, Imperial Suite, Chairman’s Suite, Ambassador’s Suite, Penthouse Suite, Villa Suite, Spa Suite, Maisonette Suite, Grand Suite, Metropolitan Suite, Premier Suite.

Welcome to your first AI-powered performance report! This comprehensive document provides strategic insights to help you lead your team to greater success. Let me walk you through each section and what it means for you as a Champion.

Section 1: Training Pairing Recommendations

This powerful feature identifies strategic mentorship opportunities within your team. The AI analyzes performance patterns and suggests optimal pairings where:

• High performers are matched with developing agents based on complementary skills
• Each pairing includes specific focus areas from your service framework
• Expected improvement timelines are provided (typically 3-8 weeks)

What you'll see: The system identifies your top performers in specific skill areas (like premium value selling or high-conversion techniques) and pairs them with team members who would benefit most from that expertise. This isn't about pointing out weaknesses—it's about accelerating everyone's success through targeted knowledge transfer.

Section 2: Agent Focus - Individual Performance Metrics

This section provides a comprehensive view of each team member's performance, divided into:

Top Performers

• Their total incremental revenue generated
• Number of successful transactions
• Average transaction value
• Their specialty area (e.g., "Premium Rooms etc")

Agents Requiring Development

For team members with growth opportunities, you'll see:

• Performance Gap Analysis: Objective insights about where opportunities exist
• Coaching Focus: Specific, actionable areas for improvement
• Timeline for Growth: Realistic expectations for skill development

Key insight: The report focuses on potential rather than issues.
For example, if someone has high activity but lower average values, it highlights this as an "opportunity for value anchoring development" rather than a deficiency.

Section 3: Property Summary

This executive overview provides four strategic insights:

1. Top Revenue Opportunity: Identifies your highest-potential revenue stream
2. Primary Focus Area: The key strategic initiative for maximum impact
3. Key Success Target: A specific, achievable goal based on current performance
4. Performance Trend: Overall trajectory of your team's results

What makes this valuable: Instead of drowning in data, you get clear, actionable priorities that show exactly where to focus your leadership energy.

Section 4: Priority Action Items

The report concludes with typically 2-3 specific action items, each including:

• Clear description of the opportunity
• Target KPIs to track progress
• Expected revenue impact in concrete terms

Example format you'll see:

• Action item with specific focus area
• Which team members or segments to target
• Measurable expected outcomes
• Monthly revenue increase projections

Important Context: Soft Launch Disclaimer

You'll notice a disclaimer at the bottom noting this is part of a soft launch. This transparency is intentional—we're continuously refining the AI model based on real-world results and your feedback. Your input during this phase is invaluable for ensuring accuracy and relevance.

How to Use This Report as a Champion

1. Start with the Priority Action Items - These are your quick wins
2. Review the Training Pairings - Facilitate these mentorship connections
3. Use Individual Metrics for one-on-ones - Data-driven coaching conversations
4. Track the Property Summary weekly - Monitor your progress against targets
5. Celebrate wins publicly - Use the Top Performers section for recognition

What You Won't See

The report is designed to be constructive and actionable. You won't see:

• Punitive language or negative framing
• Overwhelming data without context
• Recommendations without clear timelines
• Metrics without actionable next steps

Your Role in Making This Successful

As a Champion, this report empowers you to:

• Lead with data-driven insights
• Facilitate peer learning and mentorship
• Focus on highest-impact activities
• Track and celebrate measurable progress
• Provide structured feedback through our ticketing system if something seems off

Remember, during our soft launch, your feedback is crucial. If you notice any data points that need investigation, submit a ticket with details—our team will respond quickly to maintain platform quality while you focus on driving results.

This report transforms complex data into your strategic playbook for success. Each week, you'll see how your leadership directly impacts these metrics, creating a powerful feedback loop that accelerates your entire team's performance.