Service as a strategy: How to drive more revenue with frontline staff

Episode notes

In this episode of Hotel Moment, Karen Stephens, CMO of Revinate, sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, whose journey from hotel valet to technology CEO uniquely positions him to solve one of hospitality's most overlooked opportunities. After working his way through front desk, night audit, and hotel management at TradeWinds Resort in St. Pete Beach, Florida, Geoffrey spent over a decade in technology startups before bringing his dual expertise to hospitality in 2011. Today, his company serves nearly 3,000 hotels across every major brand, transforming how frontline teams drive revenue while enhancing guest experiences. What you'll learn: The service-sales connection : How reframing upselling as service rather than sales helps front desk agents see they're solving guest problems, not pushing products, leading to simultaneous increases in both revenue and service scores. TRevPAR over RevPAR : Why measuring total revenue per available room instead of just rooms revenue provides owners with better insights for integrating food and beverage, front desk, and reservations into one cohesive ancillary revenue strategy.