Customer Success Consultant – Hospitality
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Job Description
Customer Success Consultant helping hotels improve frontline execution, adoption, revenue, and retention through FPG’s IN-Gauge technology. Advising General Managers and property leaders across assigned portfolios.
Responsibilities:
- 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
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