Boosting Hotel Revenue Through Exceptional Customer Service and Upselling with Geoffrey Toffetti

Frontlinepg.com

About the Guest(s):
Geoffrey Toffetti is the CEO of Frontline Performance Group, headquartered in Florida, where he partners with over 2,500 hotels across more than 100 countries to generate millions in incremental revenue. His career in the hospitality industry began humbly as a valet at a Florida hotel, but his passion for sales and deep understanding of the industry propelled him quickly up the ranks. Leading FPG, Geoffrey Toffetti has guided the company through strategic growth phases, including acquisitions such as Drake Beal in the U.S. and TSA Solutions in Asia. The latter acquisition was notably carried out during the height of the COVID-19 crisis.

Episode Summary:
In this episode of the Chris Voss Show, listeners are introduced to Geoffrey Toffetti, CEO of Frontline Performance Group, a trailblazer in enhancing hospitality service standards and driving revenue growth for hotel clients globally. Geoffrey Toffetti shares his journey from a frontline hotel valet to leading a prestigious company influencing performance in the hospitality industry. His experience and initiatives have empowered many frontline employees to enhance customer service while influentially increasing profit margins. Through FPG, Geoffrey Toffetti established a bridge from being a service provider to a technology-first organization, especially vital during and after the pandemic era.

Focusing on the myriad of possibilities within the hospitality industry, Geoffrey Toffetti discusses the unique challenges and opportunities with incremental revenues, including upselling tactics. Engagement and effective training of frontline employees have proven to pay high dividends, not just for the organizations but for the employees themselves. The conversation delves into the transformation of customer service standards over the years, implicitly hinting that true customer satisfaction and incremental sales go hand-in-hand. Geoffrey Toffetti elaborates on their Software-as-a-Service (SaaS) offerings that integrate learning management systems, which empower hotel and restaurant employees to excel by engaging customers effectively and increasing profitability.

Key Takeaways:
Incremental Revenue: Understanding and leveraging upselling at every customer interaction point significantly enhance the guest experience and the business’s profitability.

Employee Empowerment: Proper training and incentive systems can transform employees into top earners and significantly improve staff retention levels.

Service First Philosophy: Sales should be viewed as a service to the customer, enhancing their experience rather than just a transactional necessity.

Technology and Training: FPG provides powerful tools and training to ensure teams can maximize their potential, reflecting positively on both revenue and customer satisfaction.

Consistency in Service: Achieving consistent exemplary service across every interaction is key to fostering customer loyalty and positive experiences.

Notable Quotes:
“Sales isn’t something you do to your customer, it’s something you do for them.”
“We want your guests to leave fat, happy, and broke.”
“Entrusting your best services to the guests is the best way to garner that trust and brand loyalty.”
“Turning common sense into commonplace.”
“Offer your best services is the best service you can offer.”

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