The hospitality industry is constantly evolving, pushing the boundaries of guest experience and operational efficiencies. In a recent episode of the Restaurant Technology Guys podcast, Jeremy Julian sits down with Geoffrey Toffetti, CEO of Frontline Performance Group (FPG), to explore how investment in frontline staff can lead to extraordinary results without spending a dime on advertising.
Introduction
Jeremy Julian, Chief Revenue Officer for CBS North Star, opens the podcast by welcoming Geoffrey Toffetti. Toffetti, having spent decades in the hospitality sector, discusses the transformative approach of FPG in leveraging real-time analytics and AI-powered training to enhance frontline performance. Their mission? Turn service into extraordinary results for restaurants, ultimately boosting revenue growth by up to 10%.
A Convergence of Hospitality Skills
The conversation shifts to Toffetti’s extensive background in hospitality, starting from his time at a beach resort in St. Pete Beach to leading a successful.com startup before joining FPG. His unique journey highlights the convergence of skills from different hospitality sectors and how these can be applied to improve restaurant operations effectively.
Service-Based Sales Philosophy
At FPG, the approach to enhancing restaurant operations focuses on what they call “service-based sales.” Toffetti explains that the key lies in having meaningful conversations with guests, listening to their preferences, and being able to up-sell or cross-sell in a way that feels natural and beneficial to the guest experience. Training programs that FPG provides emphasize the importance of systematized training processes akin to rigorous programs seen in other sectors like automotive sales, which are generally absent in the restaurant industry.
The Role of Technology
The intriguing aspect of FPG’s methodology is its reliance on technology, particularly their proprietary learning management system. With this technology, training becomes more accessible, providing staff with the tools to improve through skill-specific, bite-sized learning matched with performance analytics.
AI plays a crucial role in this system, distilling complex data sets into actionable insights. For instance, FPG’s AI-driven analytics can pinpoint opportunities in service scenarios, such as when to upsell certain items or analyze tipping patterns to enhance service strategies.
Measuring Success and Analytics
Measuring the success of these initiatives is where FPG truly shines. Toffetti discusses the real-time AI analytics that interpret metrics to provide actionable feedback for continuous improvement. By setting benchmarks against high-performing individuals and teams and tracking specific metrics like average check sizes and tip percentages, restaurants can see a significant uplift in performance.
Results and Success Stories
Toffetti shares promising early results from FPG’s implementations, with restaurants seeing an average of 8% improvement in revenue per guest. This improvement is substantial, considering the tight margins typically seen in the restaurant industry. The company aims to further enhance these results as their AI and training models mature.
Engaging Different Demographics
A notable challenge addressed is how to deliver impactful training across diverse staff demographics. Toffetti emphasizes the use of engaging, bite-sized content that resonates with both younger, tech-savvy workers and seasoned professionals, bridging the gap between different learning preferences effectively.
Conclusion and Final Thoughts
The podcast concludes with optimism about the potential latent in untapped staff potential. FPG’s focus on service excellence and AI-enhanced training strategies position them as a game-changer for restaurants aiming to maximize profitability without the need for external advertising pressures.
For restaurant and hospitality leaders interested in exploring these groundbreaking strategies, Geoffrey Toffetti encourages reaching out to FPG or visiting their website, highlighting that the first 60 days of engagement are crucial for laying the foundation for ongoing success.
By investing in their own staff and utilizing advanced technology, restaurants can unlock new levels of performance, ensuring better guest experiences, increased revenue, and more satisfied employees. As Toffetti summarizes, success in hospitality is not just about the ambiance or menu design but in empowering those who deliver the service every day.
Check out more on this transformative approach by visiting FPG’s website or connecting with Geoffrey Toffetti on LinkedIn.
