Frontline Performance Group (FPG), a SaaS software industry leader, is making waves in the Asian hospitality market through its innovative, service-based sales program. Its IN-Gauge platform is aiding hotels in diverse locations, from Greater China and Japan to Thailand, in achieving significant strides in financial performance and employee development.
FPG’s unique approach merges high-quality customer service with effective cross-selling and upselling techniques. This combination, deployed through their intuitive platform, has led to immediate improvements in guest satisfaction and increased revenue for partner hotels. A notable success story comes from Le Méridien Taipei, which saw its Revenue Per Available Room (REVPAR) Impact rise from 1.52% to 4.45% within a month of utilizing FPG’s program. Since its reopening in October 2022, the hotel’s incremental revenue has skyrocketed by 256% by April 2023.
Centara Reserve Samui in Thailand reported similar gains, experiencing a 1.68% surge in total room revenue since the program’s introduction in November 2022. Assistant Front Office Manager Chatchai Yaprasit credits the FPG program with not only streamlining the hotel’s workflow but also boosting engagement between the staff and guests. This has led to increased satisfaction for their clientele, he noted.
FPG’s comprehensive package extends beyond sales to include resources for talent development. The company offers training webinars, an extensive content library with multi-lingual e-learning videos and courses, and a unique Champion Certification Program. These resources have helped partner hotels enhance service quality, lower service recovery costs, and decrease employee turnover. Furthermore, they serve as an attractive recruiting tool for top talent.
Melody Liu, Deputy General Manager of Le Méridien Taipei, affirmed the effectiveness of FPG’s training, stating that the program has significantly boosted their room upselling outcomes. She attributed this to frontline associates’ commitment to achieving personal goals, underlining the program’s effectiveness at nurturing employee motivation.
In a testament to the competitive spirit FPG’s platform can spark, Conrad Guangzhou in China saw its frontline team engage in a friendly competition to improve its upselling results. Ken Chow, General Manager of Conrad Guangzhou, noted that the hotel’s upsell champion had boosted his sales by nearly 40% since the program’s launch in September 2022.
FPG’s commitment to its partner hotels’ success is also exemplified through its provision of one-on-one coaching and ongoing support from its Customer Success Ambassadors. This level of personal guidance ensures employees have the necessary tools to thrive.
Timothy Grossmann, Director of Rooms at the Intercontinental Osaka, praised the program for its transformative effect on new front desk agents. He shared that their confidence soared and they achieved their first room upsells post the training sessions.
FPG’s president, Paul McLoughlin, expressed his delight at the successful results partner hotels across the Asia Pacific have achieved. He emphasized that FPG’s financial success hinges on three pillars: creating the right environment, ensuring a good fit, and prompting action.
The Park Lane Hong Kong’s General Manager, Luc Bollen, agrees. He affirmed that their partnership with FPG has resulted in mutual success for all stakeholders, from guests discovering premium products to employees benefiting from world-class training and managers accessing advanced analytics and reports to drive business growth.
For more information on Frontline Performance Group’s revolutionary service-based sales program, visit their website at www.frontlinepg.com.
Written by: Anne Keam