Most hotels and restaurants treat the frontline employees as a cost to manage, not an opportunity to grow income. Stephen Levins demonstrates how the front desk employees can become a major driver of incremental revenue.

He drives measurable revenue growth at the front desk by coaching teams on daily habits, training, and incentive systems that convert guest interactions into opportunities. His approach combines data, KPIs, and cultural awareness to boost both revenue and satisfaction.

His approach ensures that guest experience and revenue growth work together, making the front desk both a trusted service point and a revenue engine.

He illustrates this principle by pointing out that many restaurants operate on gross profit margins of under 10%, and that by increasing revenue per check through focused attention and operational improvements, profit margins can be doubled.

Incentives often fail because they’re designed without frontline realities in mind. Stephen explains why incentive plans should be tailored to each hotel or department, using data and revenue potential to design tiered incentive systems that reward top performers and help others improve. 

Beyond financial rewards, Stephen emphasizes recognition, accountability, and transparency, ensuring staff can track their progress and feel confident in the system. 

By linking incentives to recruitment, onboarding, and team culture, Stephen helps hotels boost engagement, retain staff, improve performance, and drive real revenue, while making a meaningful difference for employees and guests.

Hotels collect tons of data, but few turn it into daily operational improvement. Stephen unpacks KPI frameworks, revenue analysis, and forecasting techniques that help leaders predict demand, measure performance, and act on insights before service breakdowns occur. 

Drawing on over 20 years of leadership experience,he combines data-led consulting with a people-first approach to create repeatable methodologies that improve guest experience, team engagement, and operational results. 

Stephen helps revenue managers, GMs, and operations executives apply insights from KPIs and forecasting to drive measurable results.

With the rise of automation and AI, hospitality leaders now face an overload of tech options, making it harder to choose what actually works for their companies, especially when it comes to tools that truly support frontline staff.

Stephen Levins helps leaders make sense of this growing problem, guiding them on how to choose and implement tools that support frontline performance without adding complexity.

He helps teams use relevant technology to track and improve daily operations. His approach connects operational challenges with practical, easy-to-apply solutions, ensuring technology enhances both team performance and the guest experience.

As part of this approach, Frontline Performance Group offers a technology solution that helps hotels and restaurants get full visibility into employee performance.

The biggest mistake professionals make when upselling is treating it like a scripted sales pitch rather than a genuine service. Stephen argues that upselling only works when it feels real and helpful, not forced.

He trains teams to recommend products and experiences in ways that enhance the guest experience and build trust while using data, KPIs, and incentive strategies to show staff where and how upsells can be most effective. 

He shares cultural insights that help staff tailor interactions to different guest preferences, ensuring that revenue growth happens naturally alongside higher guest satisfaction and team engagement.