Disha Shah Ghosh | Mumbai 
Having recently forayed into the Indian market, Frontline Performance Group (FPG) is keen to offer hoteliers in Indian incremental revenue generation opportunities with its offerings. Paul McLoughlin, President, International Frontline Performance Group, spoke to Disha Shah Ghosh about the scope in India, and their expansion plans for India.
Frontline Performance Group (FPG) ventured into the Indian market, attracted by India’s booming hospitality industry and increasing demand for enhanced guest services. The rapid expansion of both domestic and international tourism, coupled with a burgeoning middle class, presented significant growth opportunities for tailored guest experience enhancements and revenue optimization services.
The differentiating factor of FPG in maximsing revenue lies in its strategic focus on frontline performance and guest interaction. Unlike conventional revenue management services that primarily focus on pricing strategies, FPG’s approach enhances the guest experience at every touchpoint, enabling frontline staff to effectively upsell and cross-sell services and amenities. This method not only increases immediate revenue but also boosts guest satisfaction and loyalty, which are crucial for long-term profitability.
FPG’s service offerings elevate the incremental revenue for hotel platforms by implementing a combination of proprietary technology and personalised training programmes. These services empower hotel staff to understand customer needs better and to deliver personalised service offerings. By training staff in effective sales techniques and customer engagement, hotels can significantly increase their average revenue per guest, which translates to an overall increase in RevPar (Revenue per Available Room).
For tour operators, FPG offers specialised training programmes designed to enhance customer engagement and sales tactics. These programmes focus on optimising the customer journey by improving the touchpoints where additional services and experiences can be sold, thus increasing the overall value of bookings and enhancing customer satisfaction.
Regarding expansion plans in the Indian market, FPG aims to deepen its penetration across major cities and tourist destinations. The focus will be on partnering with a wide array of hospitality businesses, including hotel chains, boutique hotels, and resort properties to implement its revenue optimisation programmes. FPG also plans to localise its offerings to cater to the unique cultural and operational nuances of the Indian market.
FPG is actively engaging with stakeholders in the Indian hospitality space to familiarise them with its offerings through targeted marketing campaigns, participation in industry conferences, and direct engagement with hotel management teams. Workshops and seminars are also part of the strategy, providing stakeholders with hands-on experiences of FPG’s impact on revenue and customer satisfaction. Furthermore, FPG leverages case studies and success stories from global and local markets to demonstrate the effectiveness of its programmes and to build trust and credibility among potential clients.
Overall, FPG’s strategic entry into the Indian market and its unique approach to maximizing revenue through frontline engagement and customer experience management are set to transform how hospitality businesses achieve growth and customer satisfaction.
disha.shah@saffronsynergies.in
