The Chris Voss Show

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.”

Base Camp: The Complete Guide to Mentoring by Martin Kidd Amazon.com Base Camp is a “how-to” book. It is written as a light, non-academic look at how one become a mentor and why. It includes an opportunity for reflection, preparation, action, and reaction. From the opening page that outlines the ideal reader, to the final page that completes the mentoring process, there are suggestions and anecdotes designed to make the potential mentor understand the rationale and process that makes up the mentoring relationship. Mentoring is more than just a chat in the corridor. It is achieved successfully only with a combination of self-awareness, vulnerability, trust, and respect without judgement on the part of the mentor. This book helps to unlock these characteristics. The target market includes an international and multi-disciplinary audience: I have tried to make the information relevant to all professions where professional support is necessary, across any geographical boundaries.

Baby Booming America Back Again…Roe vs. Wade Overturned by Iamthevoiceinthebook Wilson Iamthevoiceinthebook.com Amazon.com BABY BOOMING AMERICA BACK AGAIN…ROE VS. WADE OVERTURNED TELLS A SHORT POIGNANT HISTORICAL VIEW OF AMERICA, BEING A GREAT NATION AND HOW ALL IS FAIR IN “LOVE AND WAR, BUT IN THE DUE PROCESS OF TIME, THIS BOOK HIGHLIGHTS “THE FUTURE OF AMERICANS!” BABY BOOMMERS BOOMED AMERICA AND MADE IT GREAT AND PROSPERIOUS; THEN AN “ANTI-BOOM” HAPPENED THAT MADE AMERICA FRAGILE. THIS “ANTI-BOOM” LEFT AMERICA IN POVERITY OF THE WORST KIND. POVERTY OF SURVIVAL IS THE WORST THING TO HAPPEN TO AMERICA; A COUNTRY CAN ONLY SURVIVE THROUGH THE BIRTH FROM THE WOMB THAT GROWS INTO THE BIRTH OF OUR NATION. BABY BOOMING AMERICA BACK AGAIN…ROE VS WADE OVERTURNED IS A BOOK THAT WILL LET YOU SEE THE FALL FROM THE MOUNTAIN TOP DOWN INTO THE VALLEY’S RAVINE. NOW YOU SEE HOW TO SABATOGE A NATION; A NATION THAT SLAUGHTERS THE FRUIT OF THE FUTURE AMERICANS IN THE WOMB OF THEIR MOTHERS IS A FALL FROM GRACE OFF THE PURPLE MOUNTAINS AND FALLING INTO THE LILIES DOWN IN THE VALLEYS SO LOW. THIS LAND IS YOUR LAND, IT IS MY LAND, BUT THE FUTURE BELONGS TO OUR UNBORN. THE UNBORN ARE THOSE IN THE WOMB OF TIME, ASTRONAUTS IN THE SPACE OF THE WOMB, WITH ONE STEP FROM LANDING ON THIS EARTH, BUT THEY WERE ABORTED BY THE LAW OF ROE VS. WADE!THIS BOOK WILL GIVE YOU A BROAD LOOK, FAR BEYOND THE WARS, AND THE POVERTY THAT ONE CAN PUT A PRICE TAG ON; THIS BOOK WILL TAKE ONE HEARTACHE OF ONE PERSON AS LIKE A VIRUS THAT COULD LIVE ONLY INSIDE THE BODY OF A HOST THEN REDISPOSED INTO A BACTERIAL INFECTION THAT CAN LIVE IN THE BODY AS WELL AS ON THE LAND WHICH SOON AFFECTED THE BLOOD OF THE WORLD INTO A SEPTIC POISON WHEN THE BLIND LEADS THE BLIND AND THEY ALL FELL INTO THE DITCH! BABY BOOMING AMERICA AGAIN…ROE VS. WADE OVERTURNED, WHETHER IT BE PEOPLE, PLACES DATES, WHERE-EVER, WHATEVER, HOWEVVER AND EVERYTHING LIKE THAT “IT IS WHAT IT IS,” BUT AT THE END OF THE DAY, ITS’ THE UGLY TRUTH OF HOW AND WHY AMERICA OVERTURNED ROE S. WADE IN THE HOPES OF BABY BOOMING AMERICA BACK AGAIN!

Unlocking UX Marketing: Humanizing Brands in an AI-Driven World with Ginny Delaitre VDSdigitalagency.com About the Guest(s): Ginny Delaitre is the founder and CEO of VDS Digital Agency and the creator of UX Marketing. With a rich background in design and technology, Ginny has innovated a new marketing approach that places user experience at the forefront. Her work emphasizes the importance of trustworthiness and user-centric marketing, utilizing AI tools to enhance brand loyalty and optimize the user journey. Her professional journey traversed mobile app development, design, and architecture before pioneering UX marketing. Episode Summary: Welcome to another enlightening episode of The Chris Voss Show! This week, Chris Voss is joined by Ginny Delaitre, the innovative founder of VDS Digital Agency and the creator of UX Marketing. With a rich tapestry of experiences in design and technology under her belt, Ginny shares her unique approach to marketing that places user experience at the heart of her strategies. By doing away with traditional marketing models and embracing user-centric methodologies, Ginny emphasizes building trust and long-lasting relationships with clients in this AI-driven world. In this insightful episode, Ginny discusses the creation of UX marketing, explaining how it revolutionizes traditional marketing strategies by prioritizing user experience. Listen in as Chris and Ginny dive into the impact of AI in marketing, exploring how brands can maintain their human elements amidst rapid technological advances. Ginny also reveals her unique perspective on how storytelling can counteract the disconnect created by AI tools and establish authentic connections with audiences. This episode is a must-listen for entrepreneurs and marketers seeking to innovate their brand strategy and leverage the latest tech in user-focused marketing. Key Takeaways: UX Marketing Approach: Ginny introduces UX Marketing, focusing on creating effortless and trustworthy user journeys that place user experience at the forefront of marketing strategies. AI and Trust in Branding: Discussion around how excessive use of AI can erode trust and the importance of maintaining a human connection to strengthen brand loyalty. Storytelling as a Solution: Highlighted the importance of storytelling in marketing to foster genuine connections and mitigate the adverse effects of the uncanny valley. Ginny’s Background and Insight: Ginny shares her diverse background in mobile app development, design, and architecture, detailing how these experiences shape her innovative marketing approach. Tools for Efficiency: Demonstrated the use of AI tools developed by VDS Digital Agency to streamline social media content creation and improve marketing efficiency. Notable Quotes: The way we can counteract AI’s disconnect is with storytelling—show how you got there, not just the end result.” “People don’t like being pushed to buy a product; they want a personalized experience with a brand.” “By showing the backstage, you counter the lack of trust that comes with AI.” “The prime with AI tools is it’s very easy and fast, but you should always ensure the user sees something they want to engage with.” “Once you connect with the brand, you’re more inclined to overlook little AI mishaps.”

This House of Burning Bones by Stuart MacBride Stuartmacbride.com Amazon.com The Granite City is ready to burn, and all it takes is a single spark… In the heat of a blistering summer, Aberdeen’s police are struggling: half the force is off sick, all leave has been cancelled, someone’s firebombed a hotel full of migrants, and there’s a massive protest march happening this Saturday. With officers dropping like flies, Detective Inspector Logan McRae is forced to juggle cases and run a major murder investigation with a skeleton staff of misfits, idiots and malingerers until the top brass can arrange back-up from other divisions. It doesn’t help that the Aberdeen Examiner has just been bought by Natasha Agapova, a tabloid media tycoon, hell-bent on blaming local police for everything. And she’s more than happy to fan the flames. But, as bad as everything seems, it’s all about to get much, much worse . . . * * * About the author Stuart MacBride is the Sunday Times No.1 bestselling author of the Logan McRae and Ash Henderson novels. He’s also published standalones, novellas, short stories, and a slightly twisted children’s picture book for slightly twisted children. Stuart lives in the wilds of northeast Scotland with his wife Fiona; cats Gherkin, Onion, and Beetroot; some hens; some horses; and an impressive collection of assorted weeds.

Follow God’s Amazing ABCs by Roxanne Giardina Roxannegiardina.com Amazon.com God’s Amazing ABCs cleverly connects each letter of the alphabet to a specific Bible story, introducing young children to biblical tales through the familiar format of the ABCs. The rhyming and rhythm of God’s Amazing ABCs allows for quick, enjoyable reading that will draw in both children and parents alike. These Bible couplets will capture a preschooler’s attention, imagination, and heart, while teaching them Bible stories in concise, memorable rhetoric. Parents can enjoy making memories with their children, reading poems about God’s Word on a level each boy and girl can appreciate. Adding this book to a child’s library will reinforce their early learning, introduce them to numerous Bible stories, and is sure to be a treasured keepsake for years to come. About the author Roxanne Giardina has been to India, Singapore, and Israel, but has the most fun spending time with her grandson, Joshua. Her two grown children are married and living within a short driving distance. She has taught preschoolers, elementary students, teenagers, young adults, as well as those in prison. While teaching preschool she started writing poems to enhance the Bible stories for her preschool students. This began the several year journey of poem writing, which resulted in this book.

Unleashing Storytelling Power: Transforming Lives Through Engaging Narratives Jordanmorriswriterigniter.com About the Guest(s): Jordan Christopher Morris, also known as the “Writer Igniter,” is a distinguished writer, producer, and screenwriting coach. Jordan is acclaimed for his warm and approachable teaching style, coupled with his passion for storytelling. He specializes in helping writers from all backgrounds unlock their unique voices and structure compelling narratives. Through his innovative “Life and Death Story Model,” he guides storytellers in crafting emotionally resonant tales. His expertise spans various forms of media, making him a sought-after mentor for both new and experienced writers. Episode Summary: In this enlightening episode of the Chris Voss Show, Chris welcomes guest Jordan Christopher Morris, nicknamed the “Writer Igniter.” Jordan, a writer, producer, and screenwriting coach, dives deep into the art of storytelling and screenwriting. With over 16 years and nearly 2,400 episodes under its belt, the show continues to bring insightful discussions with leading experts. This episode unravels the nuances of storytelling, emphasizing its significance in understanding the human experience. Jordan discusses his distinctive “Life and Death Story Model,” offering a fresh perspective on crafting narratives that captivate audiences. He shares insights into the techniques necessary for building stories that resonate emotionally with people. Using his extensive background in theater and screenwriting, Jordan teaches writers how to explore themes and develop unique voices in storytelling. The episode further explores the importance of understanding character transformation and addresses the often-overlooked page craft in screenwriting. Throughout the conversation, Chris and Jordan highlight the role of storytelling not only in professional writing but in day-to-day communication, making this episode a valuable listen for anyone looking to enhance their narrative skills. Key Takeaways: Understanding the fundamentals of storytelling includes mastering both story architecture and character transformation. The “Life and Death Story Model” emphasizes high-stakes narratives and provides writers with clear, structured guidance. Mastery of page craft, the formatting and presentation of scripts, is crucial in professional screenwriting. Storytelling is an integral part of everyday life, influencing careers, relationships, and personal growth. Differentiating oneself in writing involves developing a unique voice and brand, focusing on themes, and personal expression. Notable Quotes: “Whether you’re a beginner or seasoned storyteller, Jordan works with writers of all backgrounds and skill levels to help them uncover their unique voice.” “The best defense is a good offense, and that’s writing stuff that only you can write.” “We’ve been telling stories since the dawn of time, as a way for us to learn what it means to be a human being.” “Storytelling should not just be about the plot; it should be about the emotional journey that your characters go on.” “In whatever format you’re telling your story, you must move people on an emotional level, then you’re winning.”

More Everything Forever: AI Overlords, Space Empires, and Silicon Valley’s Crusade to Control the Fate of Humanity by Adam Becker Amazon.com This “wild and utterly engaging narrative” (Melanie Mitchell) shows why Silicon Valley’s heartless, baseless, and foolish obsessions—with escaping death, building AI tyrants, and creating limitless growth—are about oligarchic power, not preparing for the future Tech billionaires have decided that they should determine our futures for us. According to Elon Musk, Jeff Bezos, Sam Altman, and more, the only good future for humanity is one powered by technology: trillions of humans living in space, functionally immortal, served by superintelligent AIs. In More Everything Forever, science journalist Adam Becker investigates these wildly implausible and often profoundly immoral visions of tomorrow—and shows why, in reality, there is no good evidence that they will, or should, come to pass. Nevertheless, these obsessions fuel fears that overwhelm reason—for example, that a rogue AI will exterminate humanity—at the expense of essential work on solving crucial problems like climate change. What’s more, these futuristic visions cloak a hunger for power under dreams of space colonies and digital immortality. The giants of Silicon Valley claim that their ideas are based on science, but the reality is darker: they come from a jumbled mix of shallow futurism and racist pseudoscience. More Everything Forever exposes the powerful and sinister ideas that dominate Silicon Valley, challenging us to see how foolish, and dangerous, these visions of the future are. About the author Adam Becker is a science writer with a PhD in astrophysics from the University of Michigan and a BA in philosophy and physics from Cornell. He has written for the New York Times, the BBC, NPR, Scientific American, New Scientist, Quanta, Undark, Aeon, and others. He has also recorded a video series with the BBC, and has appeared on numerous radio shows and podcasts, including Ologies, The Story Collider, and KQED Forum. He lives in California.

Web of Silence by Kathleen Dutton Authorkathleendutton.com Amazon.com Caught in a web of dangerous deception, Beth Brockton is forced to flee her hometown. Without a word of explanation, she abandons her identity and all that she holds dear, including her fiancé, Sam Andrews. After she briefly returns for her mother’s funeral two years later and escapes to her safe haven once more, Sam is determined to find her and discover the secrets she guards. But Sam is not the only one searching for her, and in order to protect her loved ones, Beth must confront her terrifying past to ultimately shed the sinister bonds of the. . .

Marla Bace: Mastering Emotional Intelligence for Effective Leadership and Self-Awareness Marlabace.com About the Guest(s): Marla Bace is a certified business and leadership coach with over three decades of experience in driving real results. As a former award-winning Chief Marketing Officer (CMO) and Chief Experience Officer (CXO), Marla is renowned for providing real-world coaching and proven growth strategies. Her expertise lies in guiding accomplished professionals and business owners through practical and values-aligned decisions. Her coaching methods blend emotional intelligence and executive strategy, aiming to enhance influence and measurable results in a business context. Marla is dedicated to putting humanity at the heart of business success, empowering others through clarity and accountability. Episode Summary: In this engaging episode of The Chris Voss Show, host Chris Voss welcomes Marla Bace, a distinguished leadership and business coach, to discuss the principles of emotional intelligence and self-awareness in leadership. As the world of business evolves, so does the importance of aligning personal authenticity with leadership influence. Marla stresses that emotional intelligence isn’t just a buzzword but a vital tool for creating impactful, trust-based business environments. This episode dives into these essential skills, exploring how leaders can harness self-awareness, social awareness, and self-management to foster stronger, more effective teams. Through robust conversations, Chris and Marla uncover the nuances of leadership presence and the imperative roles emotional intelligence plays in modern business. They delve into how self-awareness and self-management are the bedrocks of competent leadership, influencing everything from decision-making to team dynamics. With insights on navigating professional diversity and enhancing team collaboration, the conversation emphasizes developing leadership traits that resonate with today’s workforce. By weaving in engaging anecdotes and practical advice, Marla provides a blueprint for listeners interested in advancing their leadership capabilities and fostering meaningful workplace relationships. Key Takeaways: Emotional Intelligence is Crucial: Leaders with high emotional intelligence can effectively manage their teams, foster motivation, and build trust. Self-Awareness Cultivation: Understanding one’s strengths and weaknesses can enhance leadership effectiveness and improve team collaboration. Leadership Presence: True leadership is about authenticity and influence, not performance and perfection. Constructive Feedback: Leaders should be open to critique, using feedback to grow and support their teams more effectively. Transformational Force: Emotionally intelligent leadership transforms organizations, aligning business objectives with collective team efforts. Notable Quotes: “Presence isn’t about performance, it’s about alignment.” “Success without self-awareness is like driving blind. Sooner or later, you’re going to crash.” “Higher smarter and more diverse around me so I’m a better leader and fall on my sword.” “Your greatest asset is self-awareness, giving you the clarity and adaptability to lead with impact.” “Being authentic and actually insulating them and showing that you’re willing to not be perfect actually goes so much further.”