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 return back to work. Even when the enhanced federal unemployment support ended, workers failed to return in ..read more

Ken McGarrie, Author of the Surprise Restaurant Manager joins Adele Gutman on the Hospitality Reputation Marketing Podcast to discuss:   Why even 1-star reviews are great feedback for restaurant managers   How to inspire your restaurant team   What topics you must not forget on your pre-shift huddle   How to build great reviews starting at the interview process  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 ..read more

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 difference, why these leading indicators matter to savvy hospitality revenue and marketing professionals, and how to track these KPIs with yo ..read more

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 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 and values, incredible financial results will follow.   No, I am not talking about Reputation Management tools, although they are wonder ..read more

Adele Gutman, the foremost expert on Hospitality Reputation Marketing addresses a few of the most commonly asked questions ..read more

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, hired nearly 200 people, many with no experience and no exposure to what service and hospitality looks like ..read more

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 shared with me many insights on how his winning team keeps their guest satisfaction so hi ..read more

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 reputation”, who have never actually done achieved award-winning guest review success them ..read more

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 learn and to serve with generosity you too can have a shot at the American Dream.   I hope th ..read more

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 after being recognized by Tripadvisor as having the #1 hotel in the world and some of the top hotels in the U ..read more