It is a special day as we welcome a true industry icon to the podcast!

Today, we are thrilled to have Frank Passanante, Global Head of Sales at Hilton, joining us for a conversation that has been a long time in the making. Eric has crossed paths with Frank through the MPI Foundation and has been looking forward to having him on the show to share his insights.

In this episode, Frank discusses his career, the art of sales, and the enduring strength of the Hilton brand.

A Passion for Hospitality from a Young Age

Frank's journey into the hospitality industry began in his early teens. While on a family vacation at the Hilton Hawaiian Village, he discovered a book by Conrad Hilton, Be My Guest, which ignited his passion for the hotel business. From that moment, he began working various jobs in hotels and restaurants before specializing in sales. He joined Hilton right after university and has remained in the industry ever since.

Sales as a Noble Profession

Frank believes sales is a noble profession centered on solving customer problems and providing value. He feels that true sales success comes from genuinely caring about customers and helping them find the right solutions. Frank integrates Lisa McLeod's Philosophy of Selling with Noble Purpose into his sales approach, focusing on customer impact rather than revenue alone. His mindset aligns with Hilton's founding purpose—spreading the light and warmth of hospitality.

Building a Strong Sales Culture

Recruiting the right people is essential to maintaining a strong company culture. Frank refers to The Ideal Team Player by Patrick Lencioni, which identifies three key qualities for success: humility, which prioritizes teamwork and continuous learning; hunger, which drives ambition and goal-setting; and emotional intelligence, which ensures strong interpersonal skills. At Hilton, hiring, training, and performance management are structured around those virtues to create a high-performing, customer-focused sales team.

Adapting to Changing Buyer Behavior

The landscape of meeting and event services has evolved in the post-COVID era. Modern buyers expect a seamless blend of self-service digital tools and personalized support for more complex needs. So, they developed a three-channel sales strategy at Hilton: digital self-service options that empower customers to research and book independently, direct sales for high-touch transactions requiring expert guidance, and voice-assisted support for critical moments in the buying process. Companies that fail to adapt to these shifting expectations risk missing valuable opportunities in today's rapidly evolving market.

AI and Continuous Learning

AI and automation are reshaping the industry, so Frank is committed to future-proofing the Hilton sales teams. The company promotes an always-learning mindset and prioritizes a coaching culture. Combining continuous learning with a strong coaching environment ensures that the Hilton sales professionals remain effective and adaptable.

Building a Coaching Culture

Frank emphasizes the power of coaching in leadership and business success. He stresses the importance of being coachable, asking the right questions, and seeking feedback to progress quickly. His organization holds monthly coaching sessions for leaders, focusing on practicing real-life coaching conversations to build communication skills.

The Art of Difficult Conversations

Having tough conversations is easier said than done. As a former SaaS CEO, Frank found that employees initially hesitated to voice their concerns. However, by welcoming constructive criticism and encouraging dialogue, he built a culture where feedback became a strength rather than something to fear.

Continuous Learning & Expanding Perspectives

Frank stays ahead by reading business publications, white papers, and research from Forrester and Gartner rather than constantly chasing new frameworks. He values learning from industries outside his own, believing that cross-industry insights spark fresh ideas.

Year of the Travel Maximizer

Hilton has identified 2025 as the Year of the Travel Maximizer. Their recent Meetings Maximizer report highlights trends like extreme preparedness, where attendees demand detailed agendas and networking guidance. Hilton developed resources to meet these evolving needs, including the World’s Most Welcoming Events playbook, to help planners create more engaging experiences.

Looking Ahead

Frank is excited about Hilton's rapid expansion, with over 800 new hotels added in 2024 and 500,000 rooms in the pipeline. Next year, they will celebrate significant openings, including the iconic Waldorf Astoria New York and new Waldorf locations in Sydney and Tokyo.

Bio: Frank Passanante

Senior Vice President, Global Head of Sales and HRCC, Hilton

Frank Passanante sets the B2B strategy for Hilton through all selling channels. He’s passionate about forging strong customer partnerships that drive mutual success, building winning sales teams through intentionally developing a coaching culture, and quickly adapting strategies to meet the continually evolving nature of B2B sales.

In his current role as Senior Vice President, Global Head of Sales, and HRCC, Frank collaborates closely with commercial leaders worldwide on coordinated global B2B strategies. He takes great pride in his team of purpose-led sales professionals, who consistently develop meaningful customer relationships and consult on solutions. He describes his team as caring, committed to their clients’ outcomes, and striving to be the best in the business.

Frank built and refined his hospitality sales and marketing expertise over three decades, with the vast majority of those years devoted to Hilton in various on-property, regional, and corporate roles. Actively engaged in industry organizations across all travel segments, he has served on the Professional Convention Management Association Board of Directors, the U.S. Travel Association Meetings Mean Business Coalition, and the Events Industry Council APEX Business Recovery Task Force. Currently, he is engaged with the US Travel Association Group Travel Network and the GBTA Allied Leadership Committee.