Stop treating your front desk like an expense; it's costing you hundreds of thousands in property value. The biggest mistake boutique hotel owners make isn't about the property itself. It's ignoring the untapped revenue sitting right at your check-in counter.

In this episode, you'll discover how to turn your front desk into a profit center that can add 5% to your bottom line and potentially $500,000 to your hotel's valuation.

A hospitality revenue expert who helped pioneer the car rental upsell model and has spent 25+ years turning frontline employees into sales engines joins us to break down the exact system. Joffrey Toffetti's company, Frontline Performance Group, works with properties from 20-room boutiques to major brands, and his approach has transformed front desk agents from minimum-wage employees into top earners making $50K+ through incentives alone.

In this episode, you'll discover:

• Why the "value mode vs. experience mode" mindset shift changes everything about guest interactions
• The 3-tier incentive structure that motivates front desk staff without blowing your budget
• How late checkout offers alone can generate $40,000+ annually (with almost zero cost)
• The conversion metrics and "URI" formula to track whether your upselling is actually working
• Why keyless entry and kiosks might be sabotaging your guest relationships and revenue
• How to spot upsell opportunities during due diligence before you even buy a property

If you're serious about maximizing hotel profitability, this episode will change how you think about staffing and guest experience. Don't leave five figures on the table every year because your front desk doesn't know how to sell.

About Geoffrey

Geoffrey Toffetti is the CEO of Frontline Performance Group (FPG), where he leverages over three decades of experience to transform hospitality frontline teams into powerful revenue generators. Rising from a resort valet to the C-suite, Geoffrey has guided FPG’s expansion to over 2,500 properties across 100+ countries, helping global brands like Hilton, Marriott, and Hyatt unlock over $2.3 billion in incremental revenue. Through FPG’s innovative IN-Gauge SaaS platform and a "service-based sales" philosophy, he empowers hourly staff to elevate the guest experience while driving significant bottom-line profitability without additional capital expenditure.

Connect with Geoffrey

Connect with Geoffrey on LinkedIn or visit their Website.

Learn how to use AI to underwrite faster, streamline operations, automate the busy work, and make better decisions. Start your 7-day free trial of the AI for CRE Collective here.

Connect with Michael on Instagram or LinkedIn.

Email Us at info@hotelinvestorplaybook.com

Visit the Hotel Investor Playbook Instagram

Invest with Malama Capital

Submit a deal

Why do so many people dream about buying a hotel but never actually close one?

In this episode, Michael sits down with Brian Resendez, CEO of SVN Northwest Hotel Advisors.

Brian has been involved in hundreds of hotel transactions across the Pacific Northwest and brings rare insight into what separates buyers who close deals from buyers who stall out.

You will learn:
• The real reasons most buyers never get their first deal
• How successful investors overcome fear, uncertainty, and inexperience
• Why third-party management opens the door to bigger and better hotels
• What it takes to build the right team before you buy
• Why larger assets often perform better and are easier to operate

If you want a real look into how hotel investing actually works, this episode will give you the perspective and confidence to keep going.

Follow and share the Hotel Investor Playbook so more people can learn how to invest in hospitality assets the right way.

About Brian

Brian Resendez is the Senior Vice President of Hotels at SVN | Bluestone & Hockley, specializing in hospitality brokerage and land acquisition across Oregon, Washington, and Idaho. With a diverse background spanning hotel operations for brands like Westin and Doubletree, commercial finance, and real estate, he offers a holistic perspective on complex transactions that goes far beyond typical brokerage. Brian recently closed a record-breaking 26 hotels in a single year, pioneering innovative hotel-to-housing conversions through Project TurnKey and actively advocating for diverse ownership as a Board Member of the Latino Hotel Association. He is dedicated to serving owner-operators in the $2 million to $20 million asset class, focusing on long-term relationships and operational fundamentals over simple transaction volume.

Connect with Brian

Connect with Brian on LinkedIn or by email at brian.resedez@svn.com.

Visit their website: https://www.nwhotelinvestor.com/

Learn how to use AI to underwrite faster, streamline operations, automate the busy work, and make better decisions. Start your 7-day free trial of the AI for CRE Collective here.

Connect with Michael on Instagram or LinkedIn.

Email Us at info@hotelinvestorplaybook.com

Visit the Hotel Investor Playbook Instagram

Invest with Malama Capital

Submit a deal

Boutique hotel investors often lose money in the same place: they renovate what’s visible, and ignore what actually drives guest behavior.

In this episode, we talk about design as a business tool, not a decoration budget. The goal is simple: create a guest experience that feels intentional, sells itself, and supports your NOI, even when you’re operating without brand-level resources.
My guest is Scott LaMont, CEO of EDSA, a globally recognized design and planning firm. Scott and his team work on hospitality projects worldwide, from master planning new destinations to repositioning existing resorts.

You’ll hear:

• How to “program” spaces so they earn money at different times of day
• What to look for during acquisition that signals hidden upside
• Why the lobby is not a pass-through, it’s a profit center
• How local partnerships create authenticity without big construction costs
• The infrastructure investments (water, resiliency) owners regret skipping
• A practical way to use guest reviews as free due diligence

If you’re graduating from Airbnb to your first hotel deal, this episode will help you avoid rookie capex mistakes and make design decisions that actually translate to revenue. Follow and share the Hotel Investor Playbook so more people can learn how to invest in hospitality assets the right way.

About Scott

Scott LaMont is the CEO and Principal of EDSA, a globally recognized planning and landscape architecture firm where he has spent nearly three decades shaping award-winning destinations for brands like Four Seasons and The Ritz-Carlton. An expert in “deconstructed hospitality” and nature-focused design, Scott combines environmental stewardship with pragmatic business planning to drive long-term value and ROI for developers. He leads with a collaborative, human-centered philosophy that integrates emerging technologies like AI to create authentic, immersive guest experiences that connect people with place.

Connect with Scott on Instagram or LinkedIn.

Visit their website: https://www.edsaplan.com

Learn how to use AI to underwrite faster, streamline operations, automate the busy work, and make better decisions. Start your 7-day free trial of the AI for CRE Collective here.

Connect with Michael on Instagram or LinkedIn.

Email Us at info@hotelinvestorplaybook.com

Visit the Hotel Investor Playbook Instagram

Invest with Malama Capital

Submit a deal