Your FDU setup is only as strong as the person leading it. That’s where your Front Desk Champion comes in.
A great Champion turns FDU from “a nice feature” into a revenue-driving habit for your team.
What is an FDU Champion?
Your Champion is the internal point person responsible for:
Keeping the front desk team engaged
Making upselling part of the daily routine
Coaching peers on how to pitch upsells naturally
Being the go-to contact for your Oaky CSM
How to Choose the Right Person
Look for someone who:
Is respected by the front office team
Works most peak check-in shifts
Enjoys engaging with guests
Feels comfortable coaching others
Is excited about driving results
Tip: You don’t need a manager — many of the best Champions are senior agents or supervisors with team influence.
What Your Champion Should Do
Here’s what successful Champions do each week:
Run a quick daily upsell reminder during shift briefings (1–2 mins)
Set and track team targets (e.g., “Let’s aim for 5 upgrades today”)
Celebrate small wins: shoutouts, leaderboards, or mini-challenges
Flag issues or blockers to your CSM
Bonus Tip: Make it a rotating role
If your team is large or shifts rotate often, you can create a “co-champion” system, where two team members take turns leading the charge.