Episode Details

Front desk upsells didn't just add revenue — they cut turnover by 40% in one operator's portfolio.

In video 2 of this series, Geoffrey Toffetti, CEO of Frontline Performance Group, and Sloan Dean, former CEO of Remington, break down how hotels train front desk teams to build rapport, tailor offers, track performance, and pay incentives that actually keep people.

🧠 Train the conversation: ask a few questions at check-in, then match the offer to the guest's reason for travel
📊 Use data for daily coaching: agents see their stats, managers coach in real time, performance improves fast
🎮 Gamify the front desk: recognition + accountability + reward drives behavior
💵 Pay commissions that matter: Remington paid about 10% of upsell revenue to agents; some agents boosted pay 50%
📉 Reduce turnover: Sloan says the program drove about a 40% reduction in front desk turnover
🚀 Promote your best sellers: Geoffrey says hotels can move top front desk performers into sales and banquets

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