FPG’s Service-Based Sales Program Inspires Success Stories Across Asia Pacific

In the fast-paced world of the hospitality industry, Frontline Performance Group (FPG) has emerged as a beacon of success, transforming hotels across Asia Pacific with their revolutionary Service-Based Sales Program. As a Software-as-a-Service (SaaS) company, FPG empowers hotels to achieve commercial excellence, generating significant increases in revenue per available room (REVPAR) between four and 10 per cent every month.

 

Driving Success, One Hotel at a Time

At the heart of FPG’s triumph lies their comprehensive platform, IN-Gauge, equipped with a remarkable array of tools, techniques, and technology. Through this ingenious program, frontline employees are adeptly trained to deliver exceptional customer service while simultaneously mastering the art of upselling and cross-selling.

Le Méridien Taipei, a prominent hotel in the bustling cityscape, witnessed immediate improvements in customer satisfaction and revenue after implementing FPG’s suite of services. The hotel’s REVPAR Impact soared from 1.52 to an impressive 4.45 per cent in just a month, with incremental revenue skyrocketing by a staggering 256 per cent since its reopening in October 2022.

 

Unleashing the Potential of Top Talent

Centara Reserve Samui, an idyllic haven in Thailand, also experienced a remarkable upswing in revenue since embracing FPG’s program. The hotel’s total room revenue surged by 1.68 per cent since November 2022, accompanied by improved internal workflow and higher guest engagement. Chatchai Yaprasit, assistant front office manager, exclaimed, “The program helped us 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.”

But FPG’s services extend beyond revenue optimization. They provide a plethora of resources, including training webinars, multi-lingual e-Learning videos, and a Champion Certification Program. These solutions not only elevate service scores but also reduce service recovery costs and staff turnover. Additionally, they serve as a powerful recruitment tool, attracting top talents who can unlock greater earning potential.

 

Cultivating a Culture of Excellence

Frontline teams across Asia Pacific have embraced FPG’s program with zeal and passion. Conrad Guangzhou in the People’s Republic of China witnessed a friendly competition among its motivated frontline members to outdo each other’s upsell results, resulting in a remarkable 40 per cent increase in sales for the upsell champion.

Timothy Grossmann, director of rooms at the Intercontinental Osaka, noted how the on-site training sessions transformed front desk agents, giving them the confidence to achieve their first room upsells. “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,” he shared.

 

A Partnership for Success

Paul McLoughlin, president of FPG, expressed his delight at the incredible success achieved by their hotel partners in Asia Pacific. “The evident financial results of FPG’s program are 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, praising FPG’s upsell program for bringing together guests, employees, and managers on a path to resounding success. “Our partnership with FPG 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.”

As FPG continues to revolutionize the hospitality landscape, hotels across Asia Pacific are soaring to new heights, empowered by their unwavering commitment to excellence and commercial success.