Customer Success Consultant – Hospitality

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Frontline Performance Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round on 2015-07

B2B • eCommerce • Hospitality

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

• Lead and facilitate the customer activation process, ensuring a captivating onboarding experience • Drive the implementation and ongoing maintenance of The Foundation Framework • Promote and support the adoption and utilization of the IN-Gauge software platform • Commit to continuous self-led learning, always maintaining IN-Gauge ‘super user’ proficiency • Collaborate with regional and global peers, fostering the exchange of best practices and seeking innovation insights • Champion the client recognition tool, encouraging client leadership to actively engage using IN-Gauge • Regularly communicate program performance to key property leadership, outlining support needs monthly, partnering with the General Manager role or equivalent • Lead quarterly program reviews with key stakeholders • Initiate conversations with internal leadership regarding upsell opportunities • Represent FPG at industry events, conferences, networking functions, and marketing activities to strengthen relationships, enhance brand visibility, and identify new business opportunities • Occasionally, up to 20% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience

🎯 Requirements

• Bachelor’s Degree is preferred • 3 to 5 years of leadership experience within the hospitality industry (such as Front Office, Front Desk, Guest Relations, Rooms Division, or similar hotel operations leadership roles) • Tech savvy with SaaS experience being advantageous • Possesses exceptional presentation skills, both in-person and virtually, with an inspiring and impactful style • Demonstrates executive presence and the ability to influence at all levels • Exhibits a high level of polish and poise in all interactions • Excellent listening skills, curiosity, and resourcefulness • Capable of compelling written and verbal communication, catering to both technical and non-technical audiences • Proactive and capable of working autonomously • Must show adaptability and flexibility in response to the evolving needs of the business • Fosters collaboration among various departments to advance the company’s shared vision

🏖️ Benefits

• Pension Scheme • Health Insurance • Term Life Assurance Policy • Annual leave - 25 days • Annual company paid holiday during Christmas week • All other statutory leave per HMRC • Work from home flexibility • Lucrative Incentive Plan