Frontline Performance Group (FPG), a leader in hotel software and consulting for front desk service and revenue optimization in the Americas, has acquired its primary competitor, TSA Solutions (Singapore, London, Dubai), to deliver what it says is the largest and most comprehensive front office technology and training program.
FPG CEO Geoffrey Toffetti told Hotel Business that the acquisition was years in the making. “I feel very good about it,” he said. “We are extremely fortunate to be able to do it. We have been working on it for four years and this was our fourth attempt mutually to come together. The circumstances of the industry allowed that to happen, and we are both stronger together.”
FPG and TSA support leading hotel companies and ownership groups including Accor, Hilton, IHG, Marriott and Radisson, as well as numerous independent chains and properties. Programs are active in more than a dozen languages within every level of hotel chain, from city-center all-suite properties to luxury destination resorts.
“We are both in the performance business,” he said. “We are trying to help hotels, particularly at the front desk, but in other touchpoints as well, empower their team to generate more revenue and to deliver great service… Bringing us together and combining their 30 years of information and our 10 years of information, we now have a technology platform that allows us to leverage that information. For the industry, what it means is that when it comes to front desk performance or any guest-facing performance, they will have gained an unprecedented amount of access to what is happening in near-real-time. They will have the partner in us that has the scale to address any shortcomings or pursue any opportunities that that data reveals.”
David Jarvis, managing director, TSA, added, “The leaders of both businesses have known each other personally for many years, admiring each other as worthy advisories and actively exploring the right time that we might come together. With both businesses successfully navigating this incredibly challenging time for the industry, there was never a better time to bring the businesses together. We support properties at every service level, we provide solutions for every type of hotel property and together, we reach properties in every corner of the globe.”
FPG investor Abry Partners supported this strategic decision. “The acquisition of TSA by FPG creates the most comprehensive and scalable platform for hotel and resort upgrade operations in the world,” said Tyler Wick, partner, Abry Partners.
Toffetti told Hotel Business that the services that they provide are more important now than ever given the current pandemic. “We used to say we were nice to have, which means a lot of people will enjoy your services, they will certainly buy them, which is evidenced by our growth rate over the last seven, but it is always nice to have,” he said. “This is the first time in the hotel industry that it is really a ‘have to have.’ The amount of revenue that properties can generate is more meaningful now than it has ever been. A lot of properties and management companies don’t realize just how much revenue can be generated, and how much you can improve the guest experience and the service experience that they have.”
To show its support for the recovering hospitality industry and contribute to a successful rebound, FPG also launched an educational webinar series, which will provide tactical guidance on how to maximize every guest interaction, from both a revenue and service perspective.