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Review of Frontline Performance Group

10
Outstanding onsite coaching that lifts upsells and RevPAR — AI could help further
Director of Front Office- Cluster from 200 to 499 room Bed & Breakfast & Inns in San Juan (Puerto Rico)
Verified
4 days ago
Products Reviewed
Upselling Software
What do you like most?
This is my third property working with FPG and my second working directly with Alfredo, and the experience has been consistently outstanding. Alfredo is always a pleasure to work with, and together with Manuel and Adriana, they have become a valued extension of our team. Adriana was introduced to us a few months ago and has done an incredible job building rapport with the Front Desk team. Her communication, availability, and willingness to help have made a significant impact, and the team genuinely enjoys working with her. Their support even after onboarding is exceptional, providing practical coaching and sales strategies that helped our agents confidently engage transient, OTA, and package guests. As a result, we have seen growth in both upsell production and ancillary revenue, contributing positively to the guest experience and overall RevPAR performance. They are proactive, adaptable, and truly invested in our success.
What do you dislike or think could be improved?
One area that could be explored in the future is leveraging AI-powered tools to complement the excellent onsite training already provided by the FPG team. AI could be used to create interactive role-playing scenarios, knowledge assessments, and practice exercises that allow agents to refine their upselling techniques and confidence in a low-risk environment. This would not replace the face-to-face coaching and relationship-building aspects of training, which remain invaluable, but rather serve as an additional resource for continuous learning and reinforcement. There could be opportunities to simulate conversations with transient, OTA, and package guests, helping associates practice identifying upsell opportunities, increasing ancillary revenue, and driving stronger RevPAR performance.
5.0
Excellent
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
5.0/5
Implementation
5.0/5

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