Service-Based Sales Training

Service Is Good Business

When the customer-centric approach of service-based sales is embraced, it can revolutionize staff performance, enrich the guest experience, and bolster a hotel’s bottom line; when sales is viewed as something positive that can be done for guests, not to them, it aligns with the elements of good hospitality.

Team Performance

Learn fundamental skills linking service and sales
Drive engagement by incentivizing your team
Measure progress toward individual and team goals
Reduce turnover with an inspired team

Guest Experience

Understand the wants and needs of your guest
Enhance the guest’s stay by offering premium accommodations
Drive guest satisfaction and loyalty
Educate guests on the best your property has to offer

Bottom Line

Drive revenue through the frontline
Reduce dissatisfied guests with world-class service recovery
Spur the sale of under-utilized or under-performing premium rooms
Generate ‘found’ revenue

“Our new team members might think a paid upgrade program is just a sales program, especially if they don’t feel comfortable selling, but after extensive training and coaching, they realize they are offering customers a way to improve their stay, allowing sales and hospitality to naturally come together.”

Glen Winsor, General Manager

The Hilton Orlando Bonnet Creek, Florida

“After eight months of doing upgrade sales on our own, our team sold $10,000 per month in total revenue. In the first month of implementing FPG’s innovative program, the team sold $56,000. Then, in April 2019, our conversion rate was 17%, and the hotel earned $130,000 in incremental revenue.”

Juan Leyva, General Manager

The Londonhouse

“The coaching that FPG offers in real-time has been extraordinary because employees learn how to tailor the sell that is in front of them.”

Thomas Petrillo, General Manager

The JW Marriott Orlando, Grande Lakes, Florida

“The FPG program complements our high-performing culture, and as Hilton is embarking on its 100th year in business, we’re proud to have partners like FPG to support our company’s industry-leading performance.”

Glen Winsor, General Manager

The Hilton Orlando Bonnet Creek, Florida

“IN-Gauge is very intuitive and helps us identify opportunities in a very organized way, which improves the way we strategize.”

Thomas Petrillo, General Manager

The JW Marriott Orlando, Grande Lakes, Florida

From Order-Takers to Superstars

Transform your team into self-assured sales professionals with new skills that impact the guest experience.

Effective Coaching

World-Class Paid Upgrade Dialogues

Put It Into Practice

Maximize Your Impact

We

Wrote the Book on Service-Based Sales

Founder of FPG, Ziad Khoury, has helped clients in the hospitality industry dramatically improve their profits for more than two decades. He has imparted his years of knowledge into his best-selling book, Frontline Profit Machine. In this book, you will learn how improvements to your frontline can lead to significant improvements to your bottom line.

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