From Service to Sales: How Frontline Teams Drive Revenue in Hospitality

Your frontline team is not a cost—it’s your growth engine.In this episode at Hotel Soprana, Diana Soprana and Karlis Vilbers sit down with Geoffrey Toffetti, the CEO of Frontline Performance Group (IN-Gauge) to discuss how service-driven businesses can turn everyday interactions into measurable revenue. Topics we cover:• Leadership blind spots about frontline work• 3 uncomfortable changes for CEOs• Service vs. sales ethics• Incentives and motivation across cultures• Measuring culture in real time• AI vs. human balance• The future of frontline performanceIf you lead teams in hospitality, travel, or service industries—this will change how you think about performance. Would like to share your insights, comments or join us at the Hotel Soprana podcast, reach out to [email protected].