In the heart of Uptown, the Ritz-Carlton Charlotte is a luxury retreat known for impeccable service, experiences and the brand’s signature commitment to excellence. As guest expectations and operational demands continued to evolve, the leadership team sought hotel front desk software that could enhance upselling, empower front desk associates and increase ancillary revenue.
The hotel partnered with Frontline Performance Group (FPG), a Marriott-approved partner, to implement its hotel front desk software and performance program. This software helps strengthen frontline communication, increase associate confidence and introduce a consistent, data-driven approach to upselling.
Unlike traditional hotel front desk software that focuses primarily on automated offers, FPG combines performance technology, coaching and real-time analytics to help hotel teams increase upselling revenue while delivering a more personalized guest experience. The result is a solution that supports both operational efficiency and revenue growth.
After implementing FPG, the hotel saw immediate financial improvement through structured, consistent upselling.
Through real-time feedback, training and support, frontline associates became more empowered and effective.
Guests benefited from personalized, relevant upgrade options and more confident communication from the team.
Leadership gained the ability to track trends, identify opportunities and coach more effectively. “Having this data at our fingertips makes it easier to set goals and measure success,” says Rayka Estal, Director of Rooms at The Ritz-Carlton Charlotte.
The proactive support from FPG played an important role. “This level of support makes a big difference in maintaining momentum and accountability,” Rayka explains.
Read more: The Best Hotel Upsell Training Programs (and why FPG leads the way)
Before FPG, The Ritz-Carlton Charlotte’s upsell process was manual and difficult to scale.
“Upsell offers were handled manually at check-in, which created operational inefficiencies and put additional pressure on front desk associates during peak times as well as the Champions due to the manual and tedious process,” Rayka says.
“Despite offering upgrades, the lack of a structured approach meant our conversion rates were minimal. Guests were rarely presented with personalized options, which reduced engagement.”
“The team was not as confident with their verbiage when offering the upgrades.”
Leadership knew there was strong potential but unlocking it required the right tools, training and support.
“We knew there was significant potential to increase ancillary revenue, but without proven hotel front desk software and a structured system... it was difficult to scale upselling in a way that was both guest-friendly and operationally smooth,” Rayka says.
FPG provided:
“The dashboard provides clear, real-time visibility into performance metrics, which helps us track progress and identify areas for improvement,” Rayka explains.
Using FPG's hotel front desk software and training resources, employees were able to learn at their own pace while building confidence through consistent reinforcement, employees were able to learn at their own pace and develop confidence through consistent reinforcement.
“The availability of online training resources is a huge advantage. It ensures that our team can continuously learn and refine their skills at their own pace. Our Customer Success Coach is incredibly engaged and proactive. They don’t just provide guidance, they challenge us to push beyond our comfort zone and strive for better results!” Rayka says.
Looking for hotel front desk software that helps increase ancillary revenue? FPG can help you uncover new revenue opportunities. Click here to request your free revenue assessment today.