At a Glance
- Tasks: Lead customer success initiatives and enhance guest experiences in the hospitality sector.
- Company: Join a dynamic team at FPG, passionate about elevating hospitality performance.
- Benefits: Competitive salary, generous bonuses, health insurance, and flexible work options.
- Other info: Opportunity for travel and networking at industry events.
- Why this job: Make a real impact in hospitality while developing your leadership skills.
- Qualifications: 3-5 years in hospitality leadership and strong presentation skills required.
The predicted salary is between 43000 - 45000 £ per year.
FPG Customer Success Consultants are exceptional hospitality leaders who have built successful careers creating outstanding guest experiences, developing teams, and driving performance. You may have served in leadership roles such as Front Office Manager, Front Desk Manager, Guest Relations Manager, Rooms Division Manager, or similar positions where coaching people, influencing leaders, and delivering measurable results were central to your success. You’ve demonstrated your leadership in hospitality, and your executive presence is undeniable. You possess the rare ability to influence at all levels, whether you’re engaging senior leadership, nurturing aspiring managers, or empowering frontline staff. You thrive in a dynamic SaaS environment, where your hospitality expertise is instrumental in helping clients maximize performance and elevate the guest experience. Your presentation and facilitation skills, both in person and virtually, are highly effective, leaving audiences inspired and motivated to take action. Building and maintaining strong client relationships comes naturally to you. Your critical thinking, empathy, self-awareness, and collaborative mindset make you a trusted partner. You excel at prioritizing competing demands while staying focused on helping hospitality teams achieve measurable results.
If you've built a successful career leading hotel operations, developing people, and inspiring teams to reach their full potential, FPG may be the perfect place to take your experience to the next level. Join a team that's passionate about unlocking potential and elevating performance across the hospitality industry.
WHAT YOU WILL DO
As a Customer Success Consultant at FPG, your role is pivotal in ensuring that each customer embarks on their journey with us successfully. Your responsibilities span the entire customer lifecycle, beginning with the activation process. This process includes immersive live virtual delivery sessions that unveil the FPG Foundation Framework – the formula for success in the FPG program. Your mission is to effectively articulate this framework, securing buy‑in at all levels and helping customers understand their crucial role in program success. You will also manage a portfolio of accounts. Here, your primary objective is to ensure the sustained success of the Foundation Framework and client performance. Each client’s incremental revenue performance, coupled with the framework, is the metric by which FPG measures success. As the voice of the customer, you will be at the forefront of advocating for our clients, proactively driving the adoption of the Foundation Framework and maintaining a strong focus on customer retention. You will cultivate and nurture client relationships, ensuring they receive the support necessary to achieve maximum impact. Additionally, your role may provide the opportunity to engage with clients on‑site from time to time, further enhancing relationships and positively impacting the overall client experience.
HOW YOU WILL DO IT
- 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
QUALIFICATIONS
- Bachelor’s Degree is preferred, with a track record of working in a performance results‑focused environment
- 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
- Leadership experience in the hospitality industry highly preferred
- 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
COMPENSATION
Base Salary 43,000-45,000 GBP + lucrative incentive plan, averaging around 8,400 GBP annually, as well as additional individual and team bonuses
BENEFITS
We offer a full range of benefits to all regular, full‑time employees and their qualified dependents as outlined below:
- 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
Customer Success Consultant - Hospitality employer: Frontline Performance Group
FPG is an exceptional employer for Customer Success Consultants in the hospitality sector, offering a dynamic work environment that champions personal and professional growth. With a strong focus on employee development, competitive compensation, and a comprehensive benefits package, including health insurance and a generous pension scheme, FPG fosters a culture of collaboration and innovation. Located in a vibrant area, employees enjoy the flexibility of remote work and the opportunity to engage with clients directly, making a meaningful impact in the hospitality industry.
Contact Details:
Frontline Performance Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Consultant - Hospitality
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Frontline Performance Group. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Frontline Performance Group
Don't be shy about reaching out to Frontline Performance Group directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Customer Success Consultant - Hospitality
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Frontline Performance Group and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Frontline Performance Group
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
