Since acquiring Singapore-based TSA Solutions in 2020, Frontline Performance Group (FPG) has been relentless in providing its enhanced Service-Based Sales program and cutting-edge technology to hotels around the world, enabling them to take advantage of global tourism recovery. Together with a growing network of over 1,200 major hotel groups, FPG is leading the industry towards improved service levels, greater employee engagement, and revenue optimization.
Amidst rising tourism demand against a backdrop of labor shortages, FPG’s focus on developing frontline talent into highly skilled ambassadors resulted in an intuitive application, IN-Gauge. The proprietary software platform enables hotel partners to achieve financial and service goals using real-time hotel data.
IN-Gauge can improve employee job satisfaction and engagement while developing and incentivizing top performance, which in turn leads to higher staff retention and attraction of top talent.
It also provides a platform for the leaders to track day-to-day business insights and team performance at a glance.
An interactive software tool that focuses on four key elements, IN-Gauge features game-changing technology that allows leaders to support and motivate their team with actionable resolutions as well as foster friendly competition to achieve departmental revenue goals and personal incentives.
IN-Gauge’s powerful digital learning offers a comprehensive Learning Management System with hundreds of skill-focused videos that aims to increase the team’s sense of purpose in their role, which in turn leads to higher service scores and guest loyalty.
As countries in Asia Pacific lift travel and quarantine restrictions and hotels welcome guests back to the region, the need to nurture employees and grow their careers are vital for talent retention. IN-Gauge’s Champion Certification Programme helps to elevate careers and leadership skills through a four-part certification programme.
To ensure successful adoption of the program across all levels, a dedicated customer success consultant provides operational best practices and remote support regularly to empower champions to understand, internalize and experience the value of IN-Gauge.
Hotels that have partnered with FPG reported an incremental increase between two and eight per cent of revenue per available room (RevPAR), decreased service recovery costs, and decreased turnover with elevated employee engagement.
FPG’s President, Paul McLoughlin, affirmed, “We utilized the downtime to enhance our software and systems, and we are now in the best position to support our hotel partners in this recovery period and beyond, with a truly unparalleled service-based program, backed by the most experienced team of experts and world-class technology.”
Today, FPG supports leading hotel companies and ownership groups including Accor, Hilton, Hyatt, IHG, Marriott, and Radisson as well as numerous independent chains and properties. To further enhance the program for the Asia Pacific region, the software is active in over a dozen languages including Japanese, Mandarin and Hindi, and features hundreds of educational, skill-focused e-Learning videos that provide tactical guidance on maximizing guest interaction from both a revenue and service perspective.