Frontline Performance Group (FPG) is a SaaS software company that specializes in incremental revenue sales which enables hotels to operate and sustain a successful commercial engine. Its comprehensive platform, IN-Gauge, provides hotels with the tools, techniques and technology to implement a Service-Based Sales Program for their frontline team to generate evident increases in revenue per available room (REVPAR) between four and 10 per cent every month. Five partners from Greater China, Japan and Thailand share their success stories with pride.
FPG’s Service-Based Sales Program taught frontline employees to deliver excellent customer service while upselling and cross-selling simultaneously. This resulted in immediate improvements in customer satisfaction and revenue for Le Méridien Taipei. In the month after implementing FPG’s full suite of services, the hotel’s REVPAR Impact increased from 1.52 to 4.45 percent. In April 2023, the hotel’s incremental revenue was up 256 per cent since it reopened to guests in October 2022.
Centara Reserve Samui also saw similar results after adopting FPG’s program. The hotel’s total room revenue increased by 1.68 per cent since November 2022. Chatchai Yaprasit, assistant front office manager, said, “The program helped us to streamline our internal workflow, which in turn led to higher performance, improved engagement between our team and guests, and that resulted in higher guests’ satisfaction.”
In addition to maximizing revenue potential, FPG also offers training webinars, access to an extensive content library with hundreds of skill-focused and multi-lingual e-Learning videos and courses as well as an advanced Champion Certification Program. These solutions help hotels improve service scores, decrease the cost of service recovery and reduce staff turnover. They are also a recruitment tool to attract top talents with greater earning potential.
Le Méridien Taipei’s Deputy General Manager, Melody Liu, affirmed FPG’s belief in the potential of developing talents for commercial success. “Reaping the benefits of FPG’s training program, Le Méridien Taipei has performed exceptionally well in upselling of rooms because our frontline associates are committed to providing better service in order to achieve their personal goals.”
Crossing the South China Sea to the People’s Republic of China, Conrad Guangzhou’s motivated frontline team members have also engaged in a friendly competition to outdo each other’s upsell results by analyzing real-time data to improve their individual scores.
“The hotel’s upsell champion has increased his sales by nearly 40 per cent since we started in September 2022. His performance in May 2023 had already surpassed his total revenue in 2022,” said Ken Chow, general manager of Conrad Guangzhou.
The program also provides hotels’ frontline team with one-on-one coaching and ongoing support from FPG’s Customer Success Ambassadors to ensure that employees have the resources needed to be successful.
Timothy Grossmann, director of rooms at the Intercontinental Osaka, observed that the hotel’s new front desk agents gained more confidence and achieved their first room upsells after attending the on-site training sessions. He commented, “Our inspiring trainer opened our team members’ minds and expanded the horizon so that they could push their performance beyond limits that were once impossible to breach.”
“We are thrilled to see the success that our hotel partners in Asia Pacific have achieved with our Service Based Sales Program,” said Paul McLoughlin, president of FPG. “The evident financial results of FPG’s program is built on having three elements – the right environment, fit and action – to allow our hotel partners to reach their full potential.”
Luc Bollen, general manager of The Park Lane Hong Kong, A Pullman Hotel, wholeheartedly agreed. “Our partnership with FPG to implement the upsell program allowed all stakeholders great opportunities to succeed: our guests in discovering and enjoying our premium products; our employees in undergoing world class training and contributing to the growth of the business; and our managers in accessing state-of-the-art analytics and reports to drive incremental business.”
