Situated in Bogotá’s prestigious business district, NH Collection Bogotá Teleport Royal offers a refined experience, blending business efficiency with modern comfort. Set above one of the city’s most elegant residential areas and just minutes from the charm of Usaquén, the hotel is also a convenient 30-minute drive from El Dorado International Airport.
Recently renovated, the hotel features sleek, contemporary design and 251 thoughtfully appointed rooms, each offering panoramic city and mountain views. With easy access to multinational corporate offices, upscale shopping at Hacienda Santa Bárbara and Santa Ana malls, and a range of room options, from Superior to Royal Suites, it caters to business travelers, families and solo guests. To further enhance the guest experience and unlock key service opportunities, NH Collection Bogotá Teleport Royal partnered with FPG to optimize engagement at every touchpoint.
Challenge: Missed Opportunities at the Front Desk
Every guest interaction presents an opportunity, to elevate the experience and drive incremental revenue. FPG's program isn’t about pushy upsells; it’s about creating value through thoughtful, personalized service that benefits both guests and the hotel. Like many properties, NH Collection Bogotá Teleport Royal recognized that traditional front desk routines, such as standard room assignments and inconsistent upgrade offers, left room for improvement. While guest satisfaction was already a clear priority, the team saw a chance to go further: to more consistently offer premium options, tailor experiences, and turn everyday interactions into meaningful, revenue-generating moments.
Solution: Empowering Staff with FPG
The hotel turned to Frontline Performance Group’s IN-Gauge platform, a blend of intuitive technology and expert training designed to unlock frontline potential. With powerful training, the program transforms staff into motivated, high-performing brand ambassadors. FPG equips staff with all the tools and training to help them improve interactions with guests, from building rapport, fact-finding to uncovering guests’ needs and how to overcome objections.
Support is provided by FPG virtually and a tried and tested approach leads to a more engaged and satisfied team. The program helps hotels create a positive, performance-driven culture through expert training and the transparent dashboard enables staff and management to track everyone’s progress.
“IN-Gauge has been vital for our Reception team, providing tools that enhance our service. This platform enables us to create exceptional guest experiences, from an unforgettable check-in to first-class rooms,” explains Sandra Morales, Front Office Manager, NH Collection Bogotá Teleport Royal.
Results: Elevated Stays, Boosted Revenue
IN-Gauge transformed the front desk into a revenue engine and service champion. With real-time performance dash NH Collection Bogotá Teleport Royal saw:
- A consistent rise in premium room conversions
- More engaged, motivated frontline staff
- Higher guest satisfaction, thanks to personalized stays
- Incentive-based growth tied directly to performance
“Access to training materials supports our staff’s professional development, allowing them to offer more comfortable and enjoyable stays. This creates friendly competition within the team, driving growth and performance, ultimately leading to attractive incentives based on revenue,” explains Morales.
Why It Works
FPG’s solution is trusted by over 2,500 hotels across 100+ countries, including leading brands like Marriott. With its seamless blend of real-time coaching and smart automation, hotels typically experience a 3–6% lift in RevPAR, and in some cases, gains of up to 10%.
Equipping front desk teams with this performance-focused technology transforms routine check-ins into high-impact guest engagements. The program taps into the emotional nature of the arrival moment, when guests are most receptive to enhancing their stay. Regardless of how or where a booking was made, offering tailored upgrades or personalized experiences at the front desk uncovers opportunities guests may not even know existed, turning simple stays into memorable ones.
This approach boosts satisfaction and loyalty but also captures incremental revenue that might otherwise be 'left on the table.’ With travelers willing to pay 15–20% more for enhanced experiences, FPG empowers hotels to meet that demand with confidence.
By strengthening guest relationships, energizing frontline teams, and unlocking meaningful revenue potential, FPG’s solution delivers lasting value, for guests, staff, and hotel leadership.
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
Discover how FPG can help your property unlock its full potential:👉 Request a Demo 👉 Download Our Hotel Upsell Playbook.