263: The Noble Profession: Sales & Leadership in Hospitality with Frank Passanante
Release Date: 03/25/2025
277: Turning Pain Points into Profits: Lil Roberts’ Founder Journey with Lil Roberts
The Business of Meetings
We are excited to welcome Lil Roberts, the Founder of Xendoo, as our guest today. Lil is an exceptional entrepreneur with a sharp instinct for people and the confidence to speak the truth. She has served as President of the South Florida chapter of Entrepreneurs Organization (EO) and recently published a book called Small Business Defined: The Ultimate Guide for Small Business Owners. Stay tuned to hear about her inspiring journey and learn how Xendoo makes accounting easier for small business owners. Connect with Eric Rozenberg Connect with Lil Roberts On
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276: Certainty in Uncertain Times: Focus on What You Can Control with Eric Rozenberg
The Business of Meetings
Today, Eric tackles the truth about uncertainty. Many business owners and entrepreneurs find uncertainty unbearable. Eric points out that if you, as a business owner, do not learn the art of navigating uncertain times, you may need to reconsider whether it is genuinely the right industry for you. Uncertainty Feels Tougher Without a Plan A friend of Eric, living in Israel, recently made the striking observation that he finds frequent missile alerts easier to handle than the uncertainty of running a business. That is because he has prepared himself for those situations. So, when an...
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275: Unplug to Reconnect: Rethinking Hospitality and Unique Experiences with Eric Moeller
The Business of Meetings
We are delighted to have Eric Moeller, the founder of Freewyld, joining us today. Known for his clear mind and sharp perspective, Eric has never been afraid to challenge the status quo of big corporations or industry transformations. Join us to hear about Eric’s impressive career journey and the bold steps he is taking to revolutionize the hospitality industry. Connect with Eric Rozenberg On Connect with Eric Moeller On
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274: From FIFA to the Founding Fathers: How Travel is Fueling America's Future with Kevin Hinton
The Business of Meetings
We are thrilled to welcome Kevin Hinton as our guest today. Kevin, who has over 20 years of experience in the global meetings and travel industry, was appointed as Managing Director of Group Travel for the U.S. Travel Association last year. He joins us today to share his career trajectory and dive into the significant role he now plays within the organization. Tune in today to hear about his impressive career and learn how he is shaping the future of group travel. Connect with Eric Rozenberg On Connect with Kevin Hinton On
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273: DEI Exposed: How Ideology Fuels Division and Antisemitism with Stanley K. Ridgley, PhD
The Business of Meetings
We are honored to welcome the distinguished Dr. Stanley K. Ridgley, author of the recently released book DEI Exposed, as our guest today. Dr. Ridgley is a well-traveled and highly respected educator with a reputation for delivering insight with clarity and impact. In his book, he addresses one of the most widely discussed and contentious topics in our industry today, substantiating his arguments with well-researched factual evidence. Silence implies complicity, so Eric never shies away from tough conversations, especially with those who can back their ideas with proven facts. Join us to...
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272: "it depends!" - What every Event Entrepreneur needs to know: Legal Advice with Barbara Dunn
The Business of Meetings
We are delighted to welcome Barbara Dunn as our guest today. Barbara is one of the top legal experts in our industry and an absolute powerhouse in her field! She joins us today to share her professional journey and explore the realities of owning and running a business. Stay tuned for Barbara’s valuable insights on the legal aspects every business owner must consider to thrive in the current dynamic and competitive business landscape. Connect with Eric Rozenberg On Connect with Barbara Dunn On her
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271: Leading Starts with You: Mental Wellness for Business Owners with Eric Rozenberg
The Business of Meetings
Today, Eric dives into the importance of self-care and focusing on mental health, particularly during times of uncertainty. Stay tuned as Eric shares practical ways to remain grounded and support your well-being, even when things feel unpredictable. A Late-Night Emergency in Sardinia While organizing a sales meeting for a medical device company in Sardinia, Eric experienced a powerful reminder of why health must come first. In the early morning, as his team was wrapping up video edits for a final presentation, he found a man lying unconscious with blood coming from his head. The...
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270: The Impact of AI on Conscious Decision-Making with Didi Aurelia
The Business of Meetings
We are delighted to have Didi Aurelia as our guest today. Didi is an educator, psychologist, speaker, and the author of 100 Days to a More Aware You. Having spoken recently at the World Economic Forum about the role of AI in supporting conscious decision-making, Didi is the ideal person for business owners and those seeking to integrate more mindful decision-making processes into their practices to consult with. Stay tuned for Didi’s thought-provoking insights on using AI to enhance awareness and support intentional choices. Bio: Didi Aurelia: Author of ‘100 Days to...
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269: Clarity in Uncertain Times: Three Moves Every Business Owner Should Make Now with Eric Rozenberg
The Business of Meetings
In times of uncertainty, like we are facing now, small business owners must stay focused and be proactive. Today, Eric shares three of his tried and tested strategies for helping small business owners remain steady during times of uncertainty within the industry. Stay tuned to learn how to turn uncertainty into opportunity with three proven strategies to keep your business moving forward in unpredictable times. 1. Review Your Finances Start by examining every expense in your business, line by line. Go through all your credit card statements and monthly charges, especially those...
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268: The Business Case for Joy: Amanda Gore on Building High-Impact Teams
The Business of Meetings
Today, we are delighted to welcome Amanda Gore, an Australian powerhouse from the Speaker Hall of Fame, as our guest. Amanda is a phenomenal communicator who blends her sharp insights with humor and heart, offering fresh perspectives on joy, emotional intelligence, change, management, and leadership. Get ready to laugh and learn as Amanda shares her story and powerful insights that have inspired her audiences worldwide. Emotional Intelligence Emotional intelligence (EQ) is more important than technical skills in leadership and life. EQ helps people navigate conflict, build trust, and...
info_outlineIt is a special day as we welcome a true industry icon to the podcast!
Today, we are thrilled to have Frank Passanante, Global Head of Sales at Hilton, joining us for a conversation that has been a long time in the making. Eric has crossed paths with Frank through the MPI Foundation and has been looking forward to having him on the show to share his insights.
In this episode, Frank discusses his career, the art of sales, and the enduring strength of the Hilton brand.
A Passion for Hospitality from a Young Age
Frank's journey into the hospitality industry began in his early teens. While on a family vacation at the Hilton Hawaiian Village, he discovered a book by Conrad Hilton, Be My Guest, which ignited his passion for the hotel business. From that moment, he began working various jobs in hotels and restaurants before specializing in sales. He joined Hilton right after university and has remained in the industry ever since.
Sales as a Noble Profession
Frank believes sales is a noble profession centered on solving customer problems and providing value. He feels that true sales success comes from genuinely caring about customers and helping them find the right solutions. Frank integrates Lisa McLeod's Philosophy of Selling with Noble Purpose into his sales approach, focusing on customer impact rather than revenue alone. His mindset aligns with Hilton's founding purpose—spreading the light and warmth of hospitality.
Building a Strong Sales Culture
Recruiting the right people is essential to maintaining a strong company culture. Frank refers to The Ideal Team Player by Patrick Lencioni, which identifies three key qualities for success: humility, which prioritizes teamwork and continuous learning; hunger, which drives ambition and goal-setting; and emotional intelligence, which ensures strong interpersonal skills. At Hilton, hiring, training, and performance management are structured around those virtues to create a high-performing, customer-focused sales team.
Adapting to Changing Buyer Behavior
The landscape of meeting and event services has evolved in the post-COVID era. Modern buyers expect a seamless blend of self-service digital tools and personalized support for more complex needs. So, they developed a three-channel sales strategy at Hilton: digital self-service options that empower customers to research and book independently, direct sales for high-touch transactions requiring expert guidance, and voice-assisted support for critical moments in the buying process. Companies that fail to adapt to these shifting expectations risk missing valuable opportunities in today's rapidly evolving market.
AI and Continuous Learning
AI and automation are reshaping the industry, so Frank is committed to future-proofing the Hilton sales teams. The company promotes an always-learning mindset and prioritizes a coaching culture. Combining continuous learning with a strong coaching environment ensures that the Hilton sales professionals remain effective and adaptable.
Building a Coaching Culture
Frank emphasizes the power of coaching in leadership and business success. He stresses the importance of being coachable, asking the right questions, and seeking feedback to progress quickly. His organization holds monthly coaching sessions for leaders, focusing on practicing real-life coaching conversations to build communication skills.
The Art of Difficult Conversations
Having tough conversations is easier said than done. As a former SaaS CEO, Frank found that employees initially hesitated to voice their concerns. However, by welcoming constructive criticism and encouraging dialogue, he built a culture where feedback became a strength rather than something to fear.
Continuous Learning & Expanding Perspectives
Frank stays ahead by reading business publications, white papers, and research from Forrester and Gartner rather than constantly chasing new frameworks. He values learning from industries outside his own, believing that cross-industry insights spark fresh ideas.
Year of the Travel Maximizer
Hilton has identified 2025 as the Year of the Travel Maximizer. Their recent Meetings Maximizer report highlights trends like extreme preparedness, where attendees demand detailed agendas and networking guidance. Hilton developed resources to meet these evolving needs, including the World’s Most Welcoming Events playbook, to help planners create more engaging experiences.
Looking Ahead
Frank is excited about Hilton's rapid expansion, with over 800 new hotels added in 2024 and 500,000 rooms in the pipeline. Next year, they will celebrate significant openings, including the iconic Waldorf Astoria New York and new Waldorf locations in Sydney and Tokyo.
Bio: Frank Passanante
Senior Vice President, Global Head of Sales and HRCC, Hilton
Frank Passanante sets the B2B strategy for Hilton through all selling channels. He’s passionate about forging strong customer partnerships that drive mutual success, building winning sales teams through intentionally developing a coaching culture, and quickly adapting strategies to meet the continually evolving nature of B2B sales.
In his current role as Senior Vice President, Global Head of Sales, and HRCC, Frank collaborates closely with commercial leaders worldwide on coordinated global B2B strategies. He takes great pride in his team of purpose-led sales professionals, who consistently develop meaningful customer relationships and consult on solutions. He describes his team as caring, committed to their clients’ outcomes, and striving to be the best in the business.
Frank built and refined his hospitality sales and marketing expertise over three decades, with the vast majority of those years devoted to Hilton in various on-property, regional, and corporate roles. Actively engaged in industry organizations across all travel segments, he has served on the Professional Convention Management Association Board of Directors, the U.S. Travel Association Meetings Mean Business Coalition, and the Events Industry Council APEX Business Recovery Task Force. Currently, he is engaged with the US Travel Association Group Travel Network and the GBTA Allied Leadership Committee.
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Hilton Trends Report 2025 – The Vacation Maximized
Books mentioned:
Selling with Noble Purpose by Lisa McLeod
The Ideal Team Player by Patrick Lencioni
The Advantage by Patrick Lencioni
The Five Dysfunctions of a Team by Patrick Lencioni
The Medici Effect by Frans Johansson
Kitchen Confidential by Anthony Bourdain