Located on the tip of the El Laguito Peninsula in Colombia, Hilton Cartagena Hotel is a landmark beachfront property offering panoramic views of the Caribbean Sea. Just minutes from Cartagena’s historic walled city, a UNESCO World Heritage Site, the hotel combines world-class hospitality with local charm. With extensive meeting facilities, multiple dining options, a spa, and direct beach access, Hilton Cartagena caters to both leisure and business travelers seeking an unforgettable stay in one of Colombia’s most vibrant destinations.
Before adopting FPG’s solution, Hilton Cartagena’s leadership team was looking for a new tool to boost skills, sales and train and motivate their staff.
“We needed to identify effective training tools to strengthen my team's sales skills, optimizing their approach to customers, and ensuring successful conversions,” said Omar Nieves, Director of Rooms Division.
The primary goal was clear: increase revenue, while enhancing the guest experience.
After evaluating solutions, Hilton Cartagena’s leadership team which included the General Manager, Director of Revenue, Director of Rooms Division, and Finance Director, chose FPG for its proven blend of structured methodology and people-first training.
“FPG offers a high-level training program backed by a clear and well-structured strategy, ensuring outstanding results,” Nieves explains.
The decision was not simply about adding sales tactics; it was about building confidence, enhancing culture and creating long-term profitability.
With FPG’s platform and tailored training, Hilton Cartagena began aligning front desk operations, finance controls and revenue strategy.
This included:
Frontline Upskill: Practical tools that taught the team to build rapport, use assumptive language and ask the right questions.
Operational Alignment: Finance teams developed new audit processes, reporting systems and rate analyses to support sales.
Cultural Shift: Training redefined “great service” as creating memorable experiences while driving revenue.
“The team has transformed its mindset: they no longer believe that offering ‘good service’ means giving away the product. On the contrary, today we create exceptional experiences that, in addition to satisfying our customers, directly contribute to our revenue growth!" says Nieves.
The measurable improvements were immediate and significant:
Beyond the KPIs, Omar emphasized the deeper value:
“Thanks to FPG, our team has learned how to effectively highlight the most valuable attributes of our products and services. This training has been key to closing new business opportunities and significantly increasing the company's revenue.”
Perhaps the most lasting impact has been on staff engagement and confidence.
Nieves explains, “Before implementing FPG, the team was primarily focused on providing excellent customer service. However, after adopting this methodology, it has successfully combined the creation of memorable experiences with the generation of revenue derived from them.”
The result has been stronger staff retention, a renewed sense of pride and higher morale at the front desk.
“The training offered by the FPG program teaches sales techniques but also provides practical tools to improve interaction with the people we serve. This helps team members feel more confident, empowered, and able to perform their duties with greater confidence and effectiveness," says Nieves.
Omar offers a clear perspective to other hotel leaders considering FPG’s solution:
“Whenever we seek to make a profit, it is essential to consider investing. The FPG program represents an investment that is truly worthwhile: not only does it generate economic benefits, but it also promotes the professional and personal growth of team members,” Nieves explains.
Hilton Cartagena’s partnership with FPG has proven to be more than a revenue initiative, it has been a cultural shift that balances guest satisfaction with commercial success.
“It has been a learning experience and one of comprehensive growth for the entire team!”
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