Building rapport is at the heart of FPG’s training program. This vital tool is one of the first skills taught because it sets the stage for a positive first impression. A simple question like, "What brings you to the area?" opens the door to authentic, meaningful conversations and helps to make guests feel welcomed.
In this article, we explore how to increase hotel revenue with these simple strategies.
A consistently positive attitude from frontline staff creates a warm, welcoming atmosphere that makes guests feel valued and comfortable. When frontline teams master the art of building genuine rapport, using assumptive language, and asking the right questions, it can significantly enhance the guest experience. This approach leads to higher customer satisfaction, the ability to command 15-20% higher prices, and a boost in hotel revenue. For hotels that have not adopted FPG's program, this potential revenue often goes untapped, representing "money left on the table."
FPG believes that the very best service you can provide your guests is to present all of your products and services 100% of the time. Paul McLoughlin, President - International, FPG, explains, “When guests check into a hotel, emotions often lead them to spend more, regardless of how they booked. The key is to create an environment that encourages staff to ask the right questions,” and FPG’s expert training does exactly that.
The mantra ‘if you don’t ask, the answer is always no’ also rings true here. To boost upsell conversion and increase hotel revenue, staff must offer premium products and services, such as room upgrades and spa services, to every single guest they interact with. This allows guests to make informed buying decisions.
FPG’s program emphasizes how to increase hotel revenue by using key dialogues to maximize frontline impact. Learning how to ‘fact find’ with conversational questions and ‘actively listen’ is all part of the training program.
“When we recommend specific dialogues to use, it’s not guesswork. We’ve seen these techniques in action thousands of times. We know what works. We've been able to observe top performers and low performers repeatedly,” explains Geoff Toffetti, CEO, FPG.
Frontline employees must treat every guest interaction as an opportunity to find out more about the guest and pair them with the right premium product or service that elevates their stay. And they must do this day in, day out with every single guest they interact with.
Implementing a standard dialogue template that frontline agents use ensures consistency in communication. However, these scripts should be flexible enough to allow for natural conversation and personalization, so the guest feels like they are receiving tailored service. The FPG way emphasizes clear, persuasive communication that highlights the benefits of premium products. Staff are trained to present these options confidently and succinctly, using language that resonates with the guest’s interests and needs.
When staff consistently highlight premium offerings, some pretty exciting things start to happen. It’s about offering choices and it's about creating opportunities. FPG’s program trains staff to have a consistent approach which means guests are always in the know about those extra perks, which leads to more guests saying the magic word “yes!” Each ‘yes’ will increase hotel revenue, all adding up to a healthier bottom line.
By enhancing performance through technology, FPG enables hotels to unlock substantial, untapped revenue from its existing customer base, thereby increasing RevPAR and NOP without the need for additional capital expenditure. FPG’s top 25 percent of performing clients have increased RevPAR by more than 4 percent as a result of their partnership.
When you make premium options a regular part of the conversation, guests start to notice—whether they bite immediately or not doesn’t matter. Even if they say “no” the first time, you’ve planted the seed for next time. The more they’re reminded, the more likely they are to opt for that upgrade on their next stay. Plus, it makes the whole experience feel more luxurious—guests know you’re all about enhancing their stay, and that makes them more open to saying “yes!”
When it comes to making guests feel truly valued, nothing beats a personalized touch. Forget the one-size-fits-all upsell approach—customizing offers based on what each guest needs is where the magic happens. With the right attitude and a friendly conversation, staff can create unforgettable experiences that guests will rave about. FPG’s program trains staff to take the time to understand individual preferences which elevates their stay and also helps to build a lasting impression. And here’s the best part: happy guests are loyal guests, meaning they’re more likely to return and spread the word about the excellent service they experienced.
So you've nailed rapport building and consistency but how do you actually see and measure the impact? That's where FPG's program steps in and makes everything transparent. FPG's service-first, sales performance program takes all the best tools and practices to showcase results. The technology integrates with hotel property management systems, so teams can easily log upsells, track key metrics including incremental revenue and check out leaderboards to see who’s the top performer or who may need a little more training. They can even track their commissions earned from the incentive program which serves as a huge motivator. All the data is audited and progress can all be viewed at the touch of a button whether on a desktop or smartphone app.
This game-changing program has already unlocked millions in hidden profits at over 2,500+ hotels worldwide, from Marriott to Hilton. With FPG, potential turns into real profit.