What if the key to business growth wasn’t just strategy, but building trust at every level?
In this episode, Geoffrey Toffetti, CEO of Frontline Performance Group (FPG), shares his journey from starting as a hotel valet to leading the world’s top company in frontline sales performance for hospitality. With 30 years of proven results and partnerships with global hotel giants like Hilton, Hyatt, Marriott, Radisson, and IHG, FPG empowers frontline teams to maximize revenue, improve guest experiences, and drive employee engagement, all through its innovative IN-Gauge SaaS platform.
Geoffrey reflects on pivotal mentors, lessons from scaling companies, and why trust is the cornerstone of leadership and culture.
[00:02:15] Meet Geoffrey Toffetti
Kevin introduces Geoffrey to the Million Dollar Relationships Podcast
Shout-out to Claire and Quoted for the connection
Geoffrey explains FPG’s mission to empower hospitality frontline teams
[00:05:00] From Valet to Executive Leadership
Starting out parking cars at TradeWinds Resort in Florida
Moving into management roles before joining a dot-com startup in 2000
Surviving the dot-com bubble and rising to VP of Strategic Solutions
[00:07:00] Joining FPG
Meeting founder Ziad Khoury after six months of conversations
Leaving a billion-dollar company for a sub-$10M firm with high potential
Why empowering people to generate revenue was more inspiring than cost-cutting
[00:09:10] Expanding into Hospitality
FPG’s origins in the automotive industry
How Geoffrey’s hotel background guided expansion into hospitality
Scaling to serve more than 2,500 hotels worldwide
[00:13:27] Million-Dollar Relationships
The pivotal role of Ziad Khoury in Geoffrey’s journey
Trusting Geoffrey with leadership and appointing him CEO during COVID
How Ziad’s generosity and mentorship transformed FPG’s future
[00:15:02] Influential Mentors
Coach Matt Hedrick: lessons on leadership and culture from football
Harold Mills, CEO of ZeroChaos: strategic mentorship in sales and contracts
How diverse mentors shaped Geoffrey’s leadership philosophy
[00:18:46] Paying It Forward
Stories of hiring and empowering talent during challenging times
Transformations that reshaped both individuals and the business
Why building people is key to sustainable success
[00:22:00] Leading with Trust
Why leaders must give trust first instead of demanding it be earned
How trust shaped FPG’s resilience through COVID pay cuts with no turnover
The dangers of leading without openness or respect
[00:24:30] Building a Strong Culture
FPG as a “tribe” rooted in ethics, values, and trust
Why cultural violations, not mistakes, are deal-breakers
How trust-driven culture fosters resilience, innovation, and loyalty
[00:32:14] FPG’s Global Impact
Overview of FPG’s IN-Gauge SaaS platform
Equipping frontline managers with performance analytics, training, and incentives
How FPG sustains its leadership after 30 years in the industry
[00:34:00] Final Reflections
Why leading with trust transforms both relationships and business
The role of vulnerability and openness in effective leadership
Geoffrey’s advice: “Lead with trust, you can’t go wrong.”
KEY QUOTES
“Leaders must give trust first. It’s yours to lose.” - Geoffrey Toffetti
“Culture built on trust creates resilience, even in the hardest times.” - Geoffrey Toffetti
“What FPG does isn’t about squeezing nickels, it’s about inspiring people to generate revenue.” - Geoffrey Toffetti
CONNECT WITH GEOFFREY TOFFETTI
🔗 LinkedIn
🌐 Frontline Performance Group
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