Customer Success Consultant – Hospitality

🕒 August 20

🐊 Florida, Oregon, +2 more states – Remote

🐊 Florida – Remote 🌲 Oregon – Remote 🏰 Missouri – Remote 🎸 Tennessee – Remote

💵 $55k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 1%

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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 deep understanding of each property's business, leadership, goals, performance drivers, challenges, opportunities, adoption, and risks • Build trusted relationships with General Managers, senior property leaders, and Program Champions • Analyze IN-Gauge data and translate performance results into business insights, opportunities, and recommended actions • 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 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 property-level leadership roles such as Front Desk Manager, Front Office Manager, Rooms Division Manager, Hotel Operations Manager, Assistant General Manager, or similar strongly preferred • Strong understanding of hotel operations, property-level performance, and hotel leadership priorities and challenges • Strong presentation, facilitation, and communication skills • Demonstrated ability to build trusted relationships with stakeholders at multiple levels • Strong analytical skills and ability to interpret performance data into business insights and recommended actions • Commercial mindset with understanding of revenue, profitability, performance, and ROI • Ability to balance strategic relationships with operational execution and follow-through • Proactive, responsive, curious, highly organized, and strong sense of ownership • Comfortable using software, technology, and performance data • Ability to independently manage multiple customer relationships, priorities, and deadlines • Ability and willingness to travel up to 20% based on customer and business needs • Candidates located in or near Orlando, FL; Portland, OR; Nashville, TN; or St. Louis, MO are preferred

🏖️ Benefits

• 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) • Monthly incentives upon eligibility