November 17, 2022
87% of hoteliers continue to struggle with major staffing issues, according to a recent survey conducted by the American Hotel & Lodging Association (AHLA). Following a period of massive layoffs during the pandemic, a surge of open positions in the hospitality business have emerged and hoteliers are feeling the pressure to enhance their employment offering in order to stay competitive with other hotel employers.
One of the most challenging positions to fill (and keep filled) is at the front desk—the most critical customer touchpoint of any hotel. This is also one of the lowest paid positions, and most hoteliers lack the budgetary wiggle room to offer above-average rates in today’s recovering economy.
FPG Can Help Combat the Challenge of Hiring at the Front Desk
The good news is by implementing FPG’s Service-Based Sales Program, hotels can attract top talent AND offer industry-leading pay, without increasingtheir base hourly rate! This is accomplished by providing front desk team members the opportunity to earn more by becoming service and sales experts, and generating more incremental revenue for their property. The chart below captures the incremental income per hour (on top of base hourly pay) that top-performing front desk agents are earning.
Through a powerful combination of best-in-class training and performance management technology, this upsell program gamifies the front desk work experience, elevates agents from order-takers to true brand ambassadors, and creates a space for them to stay motivated while maximizing their earning potential.
FPG empowers hotels to operate and sustain a successful upsell program that drives incremental revenue to their bottom line, while enhancing the income of their frontline AND elevating the guest experience. It’s a WIN-WIN-WIN for everyone!
What Benefits Does FPG Offer?
Our proprietary training delivers proven best practices, techniques and philosophies built over 30 years of experience in customer service and revenue generation. Frontline team members gain access to a cutting-edge Learning Management System (LMS) complete with hundreds of skill-focused e-Learning videos and courses!
IN-Gauge, FPG’s game-changing app, makes it easy for managers to set revenue goals and configure incentive plans that motivate the front desk team to generate bottom-line results. Each frontline team member can track their individual goals and commissions right on the app! They can also see how their performance ranks among their peers via the app’s leaderboard.
The end result: A more engaged frontline with less turnover, happier guests, and an average 29:1 ROI for the hotel!
