You never get a second chance to make a first impression. In hospitality, the front office sets the tone for every guest experience. From the moment a guest walks in, each interaction has the power to shape their stay and, when handled effectively, unlock significant revenue opportunities. Yet many hotels still leave money on the table through outdated practices, poor room assignments, and unmotivated staff.
That’s where Frontline Performance Group (FPG) comes in. With 30+ years of expertise in hospitality performance, FPG has built a proven program that isn’t about pushy upsells, it’s about elevating guest experiences while driving profitability.
By blending technology with service-first training, FPG empowers front office teams to create authentic connections. Staff learn to build rapport, use assumptive language, ask the right questions and make the right recommendations, transforming simple check-ins into moments of trust and value. The results are measurable: a 3–6% RevPAR lift for most hotels, with some achieving up to 10%. Even more compelling, hotels on the FPG platform report stronger guest satisfaction and the ability to command 15–20% higher rates.
Discover how FPG can help your property unlock its full potential:👉 Request a Demo 👉 Download Our Hotel Upsell Playbook.
FPG’s approach isn’t only about hotel revenue; it’s about people. Front office teams trained through the program:
What makes FPG’s impact truly powerful are the personal stories from the front office. Beyond revenue results, we’ve seen how our program transforms lives. In the USA, one front desk agent shared that she was able to pay off debt and another was able to move her son out of a dangerous school plagued by bullying. With her new income from the incentive program, she enrolled him in a private school, giving him a safer, brighter future.
Another story comes from Dubai, where an employee had only been home twice in five years and had even missed the birth of his child. Through the incentive opportunities created by FPG’s program, he earned enough to bring his family to Dubai—a life-changing experience.
Yes, FPG helps hotels drive revenue and profitability. But at its heart, our mission is about helping the frontline thrive. That’s the impact that matters most.
The front office is where service excellence meets business performance. With FPG’s guidance, hotels cultivate staff who are motivated, empowered, and prepared to deliver remarkable guest experiences, driving lasting profitability.
If your property hasn’t embraced this opportunity yet, it may be time to stop leaving money on the table. Happier guests, more engaged staff, and stronger profits all begin at the front desk.
Further reading:
Pre-Arrival vs On-Arrival: Which Upsell Wins
Case Study: How New World Hoiana Beach Resort Achieved a 60% Upsell Revenue Increase
Hotel Front Desk Training: How Role Play Boosts Confidence and Sales
Q: Why is the front office so important to hotel revenue?
A: The front office is the first and last touchpoint for guests. Every check-in, room assignment, and conversation has the power to influence satisfaction and spending.
Q: How does FPG’s program differ from traditional upselling?
A: Unlike pushy sales tactics, FPG trains staff to enhance the guest experience by offering tailored options that improve their stay—driving both satisfaction and revenue.
Q: What kind of results can hotels expect?
A: On average, hotels see a 3–6% RevPAR lift, with top performers reaching up to 10%. Many also achieve higher guest satisfaction scores and stronger staff engagement.
Q: How do frontline staff benefit personally?
A: Employees gain valuable communication and sales skills, earn more through incentive programs, and create career pathways that can lead to leadership roles.
Q: Is the program difficult to implement?
A: Not at all. FPG’s blend of technology and training integrates seamlessly with existing operations, delivering results quickly and sustainably.
If you’d like to discuss a FREE revenue assessment and find out how incentives can benefit your property, simply email discover@frontlinepg.com