Hospitality Reputation Marketing: Get Great Reviews
Business & Economics Podcasts
Welcome to the Hospitality Reputation Marketing Podcast:
Get Great Reviews!
Adele Gutman’s mission is to help hoteliers and business leaders of all service industries to leverage the power of guest feedback to optimize team performance, create loyalty, and drive long term revenue.
Leading from the philosophy that Service & Product is Marketing and that a brand’s reputation is the foundation of Sales, Marketing, and Revenue success, this podcast is designed for leaders and future leaders in operations, sales, marketing, and revenue.
While we may talk about hospitality, these proven principles can be successfully applied to any service business ready to embrace a daily discipline to cultivate a culture of continuous improvement.
Together, let’s bridge the gaps between what we say about the experience we sell and what our customers say about their experience with us.
Each week or two, we will spend 20 minutes or more exploring proven best practices, mindsets, techniques, tips, and tools that drive revenue and loyalty businesses, by consistently inspiring 5-Star reviews.
Great reviews are simply an indicator of an agile, guest-centric, well-run business, so with help from an array of successful hospitality leaders, we will delve into a wide range of topics including:
Please join us, subscribe, share, and help us reach more listeners so we can all GET GREAT REVIEWS! @inspirefivestars
Location:
United States
Description:
Welcome to the Hospitality Reputation Marketing Podcast: Get Great Reviews! Adele Gutman’s mission is to help hoteliers and business leaders of all service industries to leverage the power of guest feedback to optimize team performance, create loyalty, and drive long term revenue. Leading from the philosophy that Service & Product is Marketing and that a brand’s reputation is the foundation of Sales, Marketing, and Revenue success, this podcast is designed for leaders and future leaders in operations, sales, marketing, and revenue. While we may talk about hospitality, these proven principles can be successfully applied to any service business ready to embrace a daily discipline to cultivate a culture of continuous improvement. Together, let’s bridge the gaps between what we say about the experience we sell and what our customers say about their experience with us. Each week or two, we will spend 20 minutes or more exploring proven best practices, mindsets, techniques, tips, and tools that drive revenue and loyalty businesses, by consistently inspiring 5-Star reviews. Great reviews are simply an indicator of an agile, guest-centric, well-run business, so with help from an array of successful hospitality leaders, we will delve into a wide range of topics including: Please join us, subscribe, share, and help us reach more listeners so we can all GET GREAT REVIEWS! @inspirefivestars
Language:
English
Episodes
Go from Housekeeping Woes to Housekeeping Wows.
9/24/2021
The Art of Housekeeping owner, Lonny Wolfe returns to our podcast with powerful words of advice for hoteliers challenged with mixed reviews due to housekeeping issues.
Just as COVID-19 increased the need to inspire trust with travelers on our cleanliness and hygiene practices, the industry was thrown into a second crisis- how to hire and retain sufficient housekeeping staff.
The world may refer to “The Great Resignation”, but in the case of our industry, it was simply a lack of desire to...
Duration:00:36:11
What Restaurant Managers Need to Know About Getting Great Reviews
8/27/2021
Ken McGarrie, Author of the Surprise Restaurant Manager joins Adele Gutman on the Hospitality Reputation Marketing Podcast to discuss:
Please LIKE, SHARE, and SUBSCRIBE! If you have any comments or questions for Ken McGarrie or Adele Gutman, please leave us a comment below! We are here to help!
Buy the Book Here: https://www.amazon.com/The-Surprise-Restaurant-Manager/dp/B08YP1R14Y
Connect with Adele:
Website: https://www.adelegutman.com/
LinkedIn:...
Duration:00:25:09
The KPI Every Hotel Team Should Track Together and How to Calculate NPS
8/8/2021
Tracking Customer Satisfaction Score (CSS) can often give managers and teams a false sense security. Alternatively, tracking Your Hotel’s Net Promoter Score (NPS) can be a shocking experience. But it can also be a very rewarding experience as you identify where you are with guest loyalty and work collaboratively with your team to reduce friction and elevate delight for your guests.
In this 13-minute video, Adele Gutman explains how CSS and NPS are different, why these leading indicators...
Duration:00:14:55
The Tool Your Hospitality Marketing Tech Stack is Missing
7/23/2021
What’s in your tech stack enhancement plans this year? Contactless, AI, CRM, CRS, PMS, Revenue Management, all great tools that everyone should have and use to the fullest.
But according to Jordan Ekers, the Co-Founder of Nudge, technology alone will not transform your business’ guest experience nor your ability to retain clients and employee’s loyalty without working to win the hearts and minds of your team. When everyone is fully engaged and aligned with your company’s mission, goals...
Duration:00:35:27
Q&A with Adele on Reputation Management vs Reputation Marketing
7/9/2021
Adele Gutman, the foremost expert on Hospitality Reputation Marketing addresses a few of the most commonly asked questions.
Duration:00:20:12
Tripadvisor Success Story, Craig Poole, AHLA General Manager of the Year
6/25/2021
I have a great story for you today! If you want a fantastic example of how leadership and the highest standards for guest experience excellence can produce more revenue, more return visits, and more five-star reviews, you won’t find a better example than in the story of Craig Poole, AHLA General Manager of the year and President of Reading Hospitality Management - Doubletree by Hilton.
Hear how Craig took a distressed hotel in one of the poorest, most crime-filled cities in Pennsylvania,...
Duration:00:40:23
Tripadvisor Success Story, Jamie Holmes, General Manager of the Nantucket Hotel and Resort
6/11/2021
It’s time for Part Two of the Nantucket Hotel and Resort interviews! In our last episode, we had a thought-provoking conversation with Gwenn Snider, the owner of Little Gem Resorts, including the Nantucket Hotel and Resort, a hotel distinguished for year after year, topping the Top 25 Best of the Best Hotels in the US on the Tripadvisor Travelers Choice Awards.
This time, I was honored to have the opportunity to speak with the hotel’s extraordinary General Manager, Jamie Holmes.
Jamie...
Duration:00:42:48
How to be "Best of the Best" on Tripadvisor Travelers’ Choice Awards: With Hotel Owner Gwenn Snider and Adele Gutman
5/28/2021
There are so many words of wisdom in this interview with award winning hotelier Gwenn Snider, the owner of Little Gem Resorts. Her hotel, the Nantucket Hotel and Resort in Massachusetts consistently ranks as one of the top three hotels in the USA on the “Best of the Best” TripAdvisor Traveler’s Choice Awards- the top 25 most highly rated hotels in the USA, based on the reviews of their guests.
There are many people who will share well meaning posts on “how to manage your online...
Duration:00:28:33
How This Hotel Manager Attracts and Develops Hotel Talent with Jeff Kulek and Adele Gutman
5/15/2021
Jeffrey Kulek, the Area Vice President and General Manager London West Hollywood is well known for supporting a fantastic work culture at his hotel.
That great corporate culture has been a supportive environment where employees are invited to contribute to the greater good, grow, learn, and reach for the full potential that they aspire to. An environment like that is life changing for employees, knowing that hospitality offers a path that no matter where you come from, if you are willing to...
Duration:00:31:26
How to Turn Around a Struggling Hotel on the Hospitality Reputation Marketing Podcast
4/29/2021
How to Turn Around a Struggling Hotel- with Christine Trippi and Adele Gutman
This is Adele Gutman, your host of the Hospitality Reputation Podcast, Get Great Reviews, and I can’t tell you how much I enjoyed this conversation with my guest, Christine Trippi.
As a former Vice President of Sales, Marketing and Revenue, I have personally experienced extraordinary success with helping hotel managers achieve astonishing revenue results by focusing on reviews and guest satisfaction. Yet even...
Duration:00:44:45
Smart Hospitality Operations = Smart Marketing! A talk with Stuart Butler of Fuel Travel
4/15/2021
Smart Hospitality Operations = Smart Marketing! A talk with Stuart Butler of Fuel Travel https://www.dropbox.com/t/2Kkt0NcOWa1aGBw9
GM’s, DOSM’s, and HOTEL OWNERS- You won’t want to miss this episode!
Whether you are a veteran in the industry or one of the many newly minted GMs and DOSMs out there that rose to the occasion when duty called during the past year of COVID-19, this episode is for you.
My guest, Stuart Butler is the Chief Operating Officer of Fuel Travel Marketing based in...
Duration:00:58:03
How the Casablanca Hotel Ruled the Top of the Tripadvisor Charts in NYC for 15 Years
3/19/2021
How the Casablanca Hotel by Library Hotel Collection Ruled the Top of the Tripadvisor Charts in New York City for 15 Years.
Interview with Casablanca Hotel General Manager, John Taboada.
In this episode, we discuss the power of :
Embracing Guest Feedback.
Making Staff feel Appreciated.
Making Guests feel Cared about "Like Family".
And how daily coaching and grooming team members on the job so that they can make great decisions and grow their careers, all while winning at making guests...
Duration:00:33:45
Tripadvisor Returns to its Traveler-Centric Mission with the new Tripadvisor Plus
3/16/2021
Alert: this assessment was based on a minimum 10% Discount off BAR for Hoteliers. If you are offered the program based on a higher discount than what the media and I were informed of, please be sure to do the math yourself to see if that new offer will work for you. And remember, I always prefer to give my hotels direct and loyal guests the best offer on our own websites.
I won’t lie. Tripadvisor has been my favorite website for two decades. If you sell travel, it should be yours too!...
Duration:00:11:24
Carlo Carroccia, GM of the #1 Rated Hotel in the USA on Tripadvisor
2/24/2021
Carlo Carroccia, GM of the #1 Rated Hotel in the USA on Tripadvisor
How did Charlestowne Hotels and General Manager Carlo Carroccia lead the team at The French Quarter Inn in Charleston to be the #1 hotel in the country based on Guest Satisfaction, not once but two years in a row?
According to the American Hotel and Lodging Association, there are 54,200 hotels in the USA. To be rated by actual travelers as the #1 hotel in the USA is a monumental feat.
Having personally helped several of...
Duration:00:31:06
Ken Patel, CEO of EV Hotels Part Two
2/15/2021
Part 2 -- EV Hotel’s CEO, Ken Patel is ready to revolutionize the hotel industry with a new, technology-based hotel concept and a mission to make human life better.
He believes by making technology do many of all that it can, our hospitality professionals' life will be better as they will have the time and energy to focus on the guest experience.
He questions that while Hotel Brands may have a good reputation, doesn’t it matter as well that each individual property has a great...
Duration:00:29:50
Ken Patel, CEO of EV Hotels- Part One
2/15/2021
EV Hotel’s CEO, Ken Patel is planning to revolutionize the hotel industry with a new, technology-based hotel concept and a mission to make human life better.
He believes by making technology do many of all that it can, our hospitality professionals' life will be better as they will have the time and energy to focus on the guest experience.
He questions that while Hotel Brands may have a good reputation, doesn’t it matter as well that each individual property has a great reputation?
Let’s...
Duration:00:31:22
The Hotel Mogel, Larry Mogelonsky- Creating Experiences that Inspire Great Reviews
2/5/2021
Larry Mogelonsky is the most prolific author on hospitality with over 1000 articles published over the last decade, and six books, including the latest two, Hotel Mogel and More Hotel Mogel, which is on my desk now, and I highly recommend it.
A few quotes from our chat:About traveling for inspiration, before Covid, Larry and his brilliant wife Maureen traveled 30% of the time and tried to visit over 35 new hotels each year.
“The goal in going to a new property any property for or from my...
Duration:00:45:33
Charlotte Purvis, Author of The Customer Communication Formula on; Get Great Reviews
1/22/2021
Charlotte Purvis, author of The Customer Communication Formula: How to communicate with your customers and boost your customer service brand
For over two decades, Charlotte Purvis has used the Customer Communication Formula to help corporate, campus, community, and church organizations boost their customer service brands. She is proud to have influenced millions of customer service interactions. Plus, Charlotte is a Customer Service Enthusiast who enjoys being a customer and observing...
Duration:00:21:58
Sarah Dandashy, Ask a Concierge and Author of Hospitality From Within on; Get Great Reviews
1/8/2021
Sarah Dandashy, Ask a Concierge and Author of Hospitality From Within
Sarah Dandashy of Ask a Concierge is a very busy woman. Sarah is the host of the podcast Say Yes to Travel, a very inspiring series called Unscripted. Sarah also produces a segment called Hospitality Minute, a regular feature on Hospitality Live with Rupesh Patel with whom she also partners for a Social Media Bootcamp.
Soon, Sarah’s tens of thousands of followers will be able to enjoy Sarah’s first book, Hospitality...
Duration:00:29:32
How to be the #3 Rated Restaurant in the USA, An Interview with Asst GM, Hall's Chophouse, Sara Faienza
1/1/2021
Did you ever wonder how restaurants like French Laundry, Daniel, and Hall’s Chop House top the charts on review sites like Tripadvisor?
I recently had the pleasure to experience dining at the #3 rated restaurant in the USA according to the 2020 Best of the Best Tripadvisor Travelers Choice Awards. The service and experience as so warm, welcoming, theatrical, yet completely unpretentious. I loved it even though it is a steak house and I am a vegetarian!
My interview for this episode is Sara...
Duration:00:38:31