Case Study: How Hilton Santa Fe Transformed Hotel Operations with FPG
Hilton Santa Fe Historic Plaza Hotel, is a premier destination for both business and leisure travelers located in New Mexico. With its modern design, ...
Hilton Santa Fe Historic Plaza Hotel, is a premier destination for both business and leisure travelers located in New Mexico. With its modern design, luxury amenities, and commitment to exceptional service, the hotel has long been a standout in the region. However, despite its reputation, the property faced challenges in unlocking its full revenue potential and operational efficiency.
The Challenge
Like many hotels, Hilton Santa Fe Historic Plaza Hotel recognized the need to improve its front desk operations to better capture incremental revenue opportunities. The team struggled with inconsistent performance metrics, lack of real-time visibility, and limited ability to measure individual contributions. These obstacles made it difficult to fully optimize guest interactions and drive sustained revenue growth.
The Solution: Partnering with Frontline Performance Group
By partnering with FPG, Hilton Santa Fe adopted the IN‑Gauge platform and received hands‑on guidance from FPG consultants. This combination provided the property with the tools and training necessary to transform its approach to revenue optimization.
Theplatform delivered clear performance visibility at both the team and individual level, allowing Hilton Santa Fe to establish realistic benchmarks and track progress in real time. FPG consultants also worked closely with the team to refine sales techniques, improve upselling strategies, and embed a culture of accountability and continuous improvement.
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The Results: A New Standard of Performance
In 3 months of the implementation (April -June), the hotel experienced significant improvements:
· Average ROI of 63, directly attributable to the FPG program
· Revenue in walk-ins increase drastically since the implementation
· Front desk engagement focused on delivering exceptional customer service
· Stronger front desk performance and visible team engagement
“Thanks to FPG, we’ve unlocked new revenue opportunities we didn’t realize we were missing,” said the Hilton Santa Fe management team. “The tools and coaching provided have empowered our staff and allowed us to elevate our guest experience while also improving financial performance!”
Conclusion
Hilton Santa Fe’s journey with FPG showcases the power of combining data-driven technology with expert consulting. By leveraging the platform and embracing FPG’s guidance, the property successfully transformed its operations, boosted incremental revenue, and set a new standard of excellence for its team and guests.
FPG is more than a SaaS company with automated solutions. We provide hotels with the tools, techniques and technology to implement a sustainable Service‑based‑Sales program, leading to significant incremental revenue generation from offering the most fitting amenities to guests 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