As the world begins to recover from the COVID-19 pandemic, the hotel industry faces new challenges in attracting guests and retaining staff. Frontline Performance Group (FPG), a world leader in driving hotel revenue performance through talent development and staff retention, has emerged as a critical player in the industry with its innovative technology and focus on frontline talent.

FPG’s acquisition of Singapore-based TSA Solutions in 2020 has allowed the company to expand its Service-Based Sales program and offer cutting-edge technology to hotels worldwide. With a growing network of over 1,200 major hotel groups, FPG leads the industry towards improved service levels, greater employee engagement, and revenue optimization.

One of FPG’s most innovative tools is IN-Gauge, an intuitive application that allows hotel partners to achieve financial and service goals using real-time hotel data. IN-Gauge focuses on four key elements. It offers game-changing technology that allows leaders to support and motivate their teams with actionable resolutions while fostering friendly competition to achieve departmental revenue goals and personal incentives.

The proprietary software platform also offers a comprehensive Learning Management System with hundreds of skill-focused videos that aim to increase the team’s sense of purpose in their role, leading to higher service scores and guest loyalty. To further enhance employee skills and leadership abilities, IN-Gauge offers a Champion Certification Programme, which includes a four-part certification programme to elevate careers and leadership skills.

To ensure the successful adoption of the program across all levels, FPG provides a dedicated customer success consultant who regularly offers operational best practices and remote support to empower champions to understand, internalize, and experience the value of IN-Gauge.

Hotels partnered with FPG have reported an incremental increase in revenue per available room (RevPAR) between two and eight per cent, decreased service recovery costs, and decreased turnover with high employee engagement. FPG’s President, Paul McLoughlin, affirms, “We utilized the downtime to enhance our software and systems, and we are now in the best position to support our hotel partners in this recovery period and beyond, with a truly unparalleled service-based program, backed by the most experienced team of experts and world-class technology.”

FPG’s innovative technology is active in over a dozen languages, including Japanese, Mandarin, and Hindi. It features hundreds of educational, skill-focused e-Learning videos that provide tactical guidance on maximizing guest interaction from both a revenue and service perspective.

As countries in the Asia Pacific region lift travel and quarantine restrictions and hotels welcome guests back to the region, the need to nurture employees and grow their careers is vital for talent retention. FPG’s focus on developing frontline talent into highly skilled ambassadors and using innovative technology to drive revenue performance has positioned the company as a leader in the industry.

FPG supports leading hotel companies and ownership groups, including Accor, Hilton, Hyatt, IHG, Marriott, and Radisson, as well as numerous independent chains and properties. FPG is driving the hotel industry towards a brighter future, focusing on talent development and staff retention.

In conclusion, FPG’s innovative technology, talent development, and staff retention programs have positioned the company as a leader in the hotel industry. As hotels worldwide face new challenges after the COVID-19 pandemic, FPG’s focus on frontline talent and revenue optimization offers a solution for improving service levels and guest loyalty while driving revenue growth.

Written by: Supaporn  Pholrach (Joom)

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