In this episode, Corey and Rachel interview Geoffrey Toffetti, CEO of Frontline Performance Group, about the evolving role of technology in hospitality. They explore how to balance high-tech solutions with human touch, scale operations effectively, and leverage AI for personalized guest and employee experiences.

Key topics covered:

• The role of technology in enhancing guest experience
• Scaling hospitality operations without losing culture
• Using AI for personalized employee coaching and guest service

About our guest: Geoffrey Toffetti is the Founder and CEO of Frontline Performance Group (FPG), a global hospitality technology and performance company helping hotels and other food and beverage businesses unlock revenue through smarter frontline engagement, coaching, and guest experience strategies. Under Geoffrey’s leadership, Frontline has expanded to thousands of properties across more than 100 countries, partnering with some of the world’s leading hospitality brands. Learn more about FPG at https://frontlinepg.com

In this episode of Strategy Sessions, Corey Krejcik and Rachel Brown explore the art of creating memorable guest experiences in wine tasting and hospitality. They discuss the importance of storytelling, emotional design, pacing, and genuine enthusiasm to leave lasting impressions and foster customer loyalty.

Key takeaways:

• Guests remember how you made them feel more than technical details.
• Storytelling and enthusiasm create memorable experiences.
• Reading guest cues and pivoting is crucial for engagement.
• Intentionality in service design enhances guest satisfaction.
• Personalized experiences foster loyalty and repeat visits.

In the world of hospitality, service standards and procedures are essential for maintaining brand integrity and ensuring consistency. But what happens when you find yourself in a situation that requires flexibility? How do you know when to adhere strictly to the rules and when to bend them for the sake of exceptional guest experiences? In this episode, Corey and Rachel discuss how to navigate the grey areas of hospitality service standards with insights from expert Jamie Cooperstein. The conversation uncovers practical strategies to enhance guest experiences while maintaining brand integrity.

About our guest: Jamie Cooperstein in the owner and CEO of J. Cooperstein Hospitality Consulting, LLC and the author of True Hospitality: Lessons Learned from Behind the Concierge Desk. After having spent a decade as a concierge at both a luxury hotel and a luxury residence, Jamie now passes along her acquired knowledge to employees at a myriad of hospitality businesses. Jamie uses the principles of AAA “Five Diamond” service, which shaped her career, to educate employees who work behind or supervise those that work at front desk counters, host stands, customer service windows, in lobbies or over the phone. Learn more about Jamie at https://jcoopconsulting.com