The Halo Effect · 2026-05-20 · 41 min
What if your front desk is the most underused commercial team in your hotel? In Episode 46 of The Halo Effect, Ashleigh and Michael are joined by Stephen Levins , Vice President International at Frontline Performance Group , who leads an international team supporting more than 1,500 hotels across over 100 countries. Stephen's hospitality story starts in Ireland, runs through a graduate programme in car rental, and lands in Dubai eleven years ago, where he's helped continue to grow FPG into a global SaaS and services business working with Marriott, Hilton, Hyatt, IHG, Jumeirah, Emaar, Universal Studios, SeaWorld and more. In this episode: Why an upsell should be something you do for a guest, not to them Pre-judgement as the single biggest blocker in any guest-facing sales environment How a well-run upsell programme delivered an 11% RevPAR lift and a 5.5% ADR increase at 50% occupancy Why incentives are a retention strategy in a market where turnover is hospitality's biggest problem Where AI and technology genuinely help, and where they quietly damage the guest experience Listen until the end to hear about the moment Stephen says was worth much more than any financial achievement
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