How Discretionary Effort Fuels Revenue in Hospitality

In this episode, we speak to Geoffrey Toffetti, who is the CEO of Frontline Performance Group and a veteran in the hospitality field. We talk to Geoffrey about Discretionary Effort and why it is so important for hospitality businesses to encourage, motivate and engage their teams.  Geoffrey explains what discretionary effort is and how it can be the link between excellent service, motivated staff and revenue increases.  

 Geoffrey also gives some very clear advice on how managers can improve organizational excellence and he shares some personal stories on how implementing discretionary effort has resulted in better staff morale, engagement and professionalism. “Over the past two decades, we experienced firsthand the influence an engaged team (led by engaged leadership) has on performance, job satisfaction, and ultimately the success of our program.”

 Geoffrey Toffetti is a hospitality industry veteran and the CEO of Frontline Performance Group, where he leads the charge in transforming frontline teams into powerful drivers of revenue and guest satisfaction. With over two decades of leadership experience across operations, customer experience, and strategic innovation, Geoffrey brings a uniquely practical lens to building high-performance cultures in hospitality, dining, and travel.

Having worked his way up from the front desk to the boardroom, Geoffrey has a deep understanding of what it takes to engage teams, elevate service, and drive consistent, measurable results. He’s passionate about bridging the gap between service and sales—helping organizations empower their frontline staff to create standout guest experiences that also move the bottom line. At FPG, he has guided the development of IN-Gauge, the company’s data-driven platform that brings 30 years of frontline performance expertise to life.

A trusted partner to global hospitality brands like Marriott, Hilton, and Hyatt, Geoffrey is now sharing the insights he’s gathered from decades in the field—helping business leaders rethink how they train, motivate, and mobilize their people at the point of service.