Interview with CEO Geoffrey Toffetti of Frontline Performance Group Regarding Hotel Efficiency Technology
In the heart of the hospitality sector, Frontline Performance Group (FPG) has emerged as a trailblazer, revolutionising guest experiences under the leadership of CEO Geoffrey Toffetti. With roots tracing back to 1993, FPG was founded by Ziad Khoury with a mission to help businesses boost guest satisfaction and revenue at the point of sale.
Toffetti's journey with FPG began in 2011, when he joined as President and Chief Marketing Officer. His strategic leadership has steered the company from its initial focus on the car rental and car dealership industries, towards a more diversified portfolio that now includes automotive dealerships, car rental companies, theme parks, and the burgeoning food and beverage and retail sectors.
One of FPG's most significant strides came during the pandemic, with the acquisition of TSA Solutions. This strategic move provided the company with access to TSA's intellectual property and client base, bolstering its position in the market.
At the core of FPG's transformation is IN-Gauge, a comprehensive toolkit designed for building and managing a world-class point-of-sale sales organisation, particularly the front desk. IN-Gauge seamlessly combines live virtual training with a digital Learning Management System (LMS), enabling fast onboarding, quick adoption, and performance tracking.
The success of IN-Gauge is evident in its impressive return on investment (ROI), averaging a 25:1 ratio. This has not gone unnoticed, with some of FPG's larger hotel partners generating millions annually in high-margin upsell revenue.
However, FPG's ambitions extend beyond the current landscape. Recognising the potential of AI, the company aims to utilise this technology to coach frontline employees, enhancing their productivity and performance. This forward-thinking approach is part of FPG's broader goal to witness the first dawn of widely distributed AI capabilities and jump in with both feet.
In this digital age, FPG has evolved from a traditional consulting and training firm into a Software-as-a-Service (SaaS) company. This transition, marked by the development of IN-Gauge, reflects the company's commitment to leveraging technology to drive innovation in the hospitality industry.
With approximately 70% of its total revenue stemming from the hospitality sector, FPG's influence in this field is undeniable. Yet, Toffetti and his team see a huge opportunity and a gap in the market for using AI to support and augment human capacity in the frontline. By providing a combination of 32 years of deep expertise in transactional sales, tools to measure both performance and service quality, and digital training, FPG is poised to lead the charge in this exciting new frontier.
[1] For more detailed information about Geoffrey Toffetti's career journey and FPG's history, further research is recommended.
- Frontline Performance Group (FPG), with its roots in the hospitality sector, is now diversifying its portfolio, including ventures in the food and beverage, retail, and automotive industries, as a result of Geoffrey Toffetti's leadership.
- During the pandemic, FPG made a strategic move to acquire TSA Solutions, giving them access to TSA's intellectual property and expanding their market position.
- FPG's transformation is underscored by IN-Gauge, a toolkit that blends live virtual training, a digital Learning Management System (LMS), and AI coaching, aimed at enhancing frontline employee productivity and performance in the hospitality sector.
- Recognizing the potential of AI, FPG is planning to utilize this technology to support human capacity in the frontline, positioning itself to lead the integration of AI capabilities in the industry.
