Customer Success Consultant – Hospitality

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $55k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Frontline Performance Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

💼 Consulting

🍽️ Food & Beverage

📦 Logistics

💰 Private Equity Round on 2015-07

Consulting • Food & Beverage • Logistics

Frontline Performance Group is a leading organization specializing in optimizing frontline service for the hospitality industry. They offer a unique software platform, IN-Gauge, which provides training, tools, and technologies to enhance hotel operations, boost revenue through upselling techniques, and improve guest experiences. With over 30 years of experience, FPG equips hotels with methodologies and actionable insights that lead to measurable increases in revenue and employee performance, resulting in exceptional service delivery at the front desk.

📋 Description

• Serve as the property-level performance expert for an assigned portfolio of hotels • Develop a deep understanding of each property's business, leadership, goals, performance drivers, challenges, opportunities, and adoption level • Analyze IN-Gauge data and translate performance results into business insights, opportunities, and recommended actions • Build trusted relationships with General Managers, senior property leaders, and Program Champions • Communicate results to influence hotel leadership to prioritize adoption, execution, and accountability • Lead recurring monthly or quarterly property performance discussions and business reviews • Drive IN-Gauge adoption through leadership alignment, Champion engagement, accountability, and effective platform use • Maintain proactive communication and outreach with key contacts across assigned properties • Monitor adoption, engagement, performance, and overall customer health • Identify churn signals and escalate risks to Customer Success leadership • Demonstrate the connection between IN-Gauge adoption, frontline execution, incremental revenue, and customer value • Identify and refer product and expansion opportunities, including DeskMax, CheckMax, BookMax, and other FPG solutions • Partner with Customer Success leadership and internal FPG teams to resolve challenges and ensure a strong customer experience • Travel to assigned properties, customer meetings, and FPG events as required

🎯 Requirements

• 3+ years of professional experience in hotel operations, hospitality Customer Success, account management, consulting, or a related role • Hands-on hotel/hospitality operations experience required • Experience in roles such as Front Desk Manager, Front Office Manager, Rooms Division Manager, Hotel Operations Manager, Assistant General Manager, or similar property-level leadership experience strongly preferred • Strong understanding of hotel operations, property-level performance, and the priorities and challenges facing General Managers and hotel leadership • Strong presentation, facilitation, and communication skills with the confidence to engage and influence senior hotel leaders • Demonstrated ability to build trusted relationships with stakeholders at multiple levels of an organization • Strong analytical skills with the ability to interpret performance data and translate it into clear business insights and recommended actions • Commercial mindset with an understanding of revenue, profitability, performance, and ROI • Ability to balance strategic relationships with operational execution and follow-through • Proactive, responsive, curious, and highly organized with a strong sense of ownership • Comfortable using software, technology, and performance data to identify opportunities and drive action • Ability to independently manage multiple customer relationships, priorities, and deadlines • Ability and willingness to travel based on customer and business needs, up to 20%

🏖️ Benefits

• Monthly incentives • Employer contribution toward company sponsored health plans • Dental & Vision plans offered • Employer paid Short-term Disability • Employer paid Long-term Disability • Employer paid Life Insurance Policy ($100,000) • Employer paid Accidental Death & Dismemberment Policy ($100,000) • 401K participation, with 4% Employer Matching Contribution • Paid Time Off and annual holiday closure • Parental Leave (Maternity, Paternity, and Adoption Leaves)

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