Shows
Hospitality Daily PodcastHow Focusing on Operations Drove Demand and Revenue for Me as a Hotel Group Commercial Leader - Adele GutmanIn this episode, Adele Gutman, the former head of sales, marketing, and revenue at The Library Hotel Collection, shares her journey of driving guest satisfaction to the top of the charts through team empowerment and operational excellence - and the impact that had on demand and revenue.You may also enjoy these with Adele:Stop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel (podcast)Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) A few more resources: If you're new to Hospitality Daily, start here. You can send me...
2024-12-1013 min
Hospitality Daily PodcastStop Fighting Fires: Building a Culture of Problem Solvers in Your Hotel - Adele GutmanIn this episode, Adele Gutman shares insights on effectively responding to hotel guest feedback to prevent future issues and improve guest satisfaction and team morale.Watch Us Build an AI Bot to Answer Hotel Reviews (YouTube) A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn...
2024-12-0912 min
Hospitality Daily PodcastChatGPT for Hotel Reviews: AI Lessons From Our 1 Hour, $20 Live Experiment - Josiah MackenzieIn this episode, Josiah Mackenzie reflects on what he learned building an AI bot in ChatGPT and Claude with Adele Gutman to help answer online hotel reviews.Watch Us Build an AI Bot to Answer Hotel Reviews on YouTubeListen to our other episodes with Adele:How to understand guest review scores“Good isn’t good. Only great is good.”How The Library Hotel Collection reached #1 in the world A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questi...
2024-12-0410 min
The Doctors On Social Media PodcastHow to Enhance the Patient Experience & Inspire 5-Star Reviews: Adele Gutman Milne [LECTURE]Enhancing Patient ExperienceThe power of Social Proof and Patient Reviews to build your online reputationHow to increase the quality and quality of reviews to build your businessEmbracing feedback and creating a culture of continuous improvementThe root cause of patient experience dissatisfactionHow to inspire your team to perform at their bestHow to deliver an outstanding patience experience in the waiting roomHow to deliver an outstanding patient experience in the exam roomEarn CME credit from this lecture's landing page: https://doctorsonsocialmedia.com/how-to-enhance-the-patient-experience-inspire-5-star-reviews-adele-gutman-milne/
2024-01-2939 min
Get Great Guest ReviewsAre Sub-Optimal Reviews Sabotaging Your Hotel Marketing ROI?Stephanie Sparks Smith is CEO and Digital Matriarch at Cogwheel Marketing™️ and partner and consultant at Cayuga Hospitality Consultants. Her agency focuses on helping hotel owners and management companies drive incremental exposure and revenue to their websites and online channels through hotel digital marketing and advertising. I recently had the pleasure of talking with Stephanie about her perspective on the impact of guest reviews on marketing. Please listen, and share your feedback and if you enjoy the program, please share with your friends and your associates. Sharing and talking about podcasts with your team is a simple and...
2023-11-2828 minGet Great Guest ReviewsBringing Hospitality to Healthcare to Elevate the Patient Experience with Peter Yesawich
2023-10-2638 minGet Great Guest ReviewsEvery Week is Housekeeping Week with Lonny Wolfe and the Art of HousekeepingHappy Housekeeping Week, Hospitality Stars! Please enjoy this episode of Get Great Guest Reviews with our guest, Lonny Wolfe of The Art of Housekeeping. Lonny shared some ideas on what he does this week and every week, the infuse the spirit of Housekeeping week into the way he works to support his teams every day. Lonny and I know that supporting your team to present a sparkling-clean property is absolutely essential to inspiring five-star reviews and the guest loyalty that comes with it. According to Bain and Company, as reported by Harvard Business Review, it costs 25 times...
2023-09-1433 minGet Great Guest ReviewsMother-Daughter Hotel Owner Duo Inspire 90% 5-Star Reviews at the Saratoga Arms Hotel When your guests shower your hotel, motel, B&B, restaurant, or vacation rental in 5-star reviews, your guests will do so much of the marketing for you, making your business more visible online, and more enticing by elevating the perceived value of the unique experience you offer. Today, let’s learn from Kathleen and Amy Smith, who are phenomenal hoteliers and hospitality reputation cultivation experts! Kathleen and Amy own and operate the #1 hotel on Tripadvisor in Saratoga Springs, the Saratoga Arms Hotel, which is celebrating its 25th year in business. Congratulations ladies!
2023-08-2328 minGet Great Guest ReviewsHow to Rank #1 in the USA on Tripadvisor with the General Manager of the Perry Lane Hotel Savannah Did you ever dream that your hotel, restaurant, or attraction could be ranked #1 in the USA? Well, dreams do come true when you commit to a proven plan for success. Consistency, Culture, Communication, Collaboration, and Celebration are just the start of these Inspiring Tips from Matthew Douzuk, General Manager of the Perry Lane Hotel in Savannah, ranked as the #1 Hotel in the
2023-07-0533 minGet Great Guest ReviewsAlain Negueloua Shares His Secrets for Consistent 5-Star Reviews at Bardessono Hotel & Spa of Remington HospitalityIf you want to learn the inside scoop from a General Manager of a highly rated hotel as to what it actually takes to help a hotel’s team inspire consistent Five Star Reviews from guests, this is the podcast for you! The Bardessono Hotel and Spa in Yountville, California, managed by Remington Hospitality, boasts a stellar 5 out of 5 Stars on Tripadvisor and Google, 9.1 out of 10 on Booking.com and 9.6 out of 10 on Expedia, not to mention some stunning ratings from travel guides and international publications. I had the pleasure of chatting with Alain Negueloua, the Vice Pr...
2023-06-2132 minGet Great Guest ReviewsDr. Peter Ricci, Champion for the Revolution of Progress and Flexibility in Hospitality LeadershipDr. Peter Ricci has been honored as a Hospitality Hero and a Top 25 Minds by HSMAI and a Global Top 100 Most Power Leaders and Thirty Most Influential Educators in Hospitality by International Hospitality Institute. Undoubtedly, Peter is one of the most influential leaders in our industry. He deserves all these honors and more for applying his unrelenting yet loving, gentle pressure on the industry to move the culture forward in a more positive and richly rewarding direction. As Clinical Professor and Director of Hospitality and Tourism for Florida Atlantic University, Dr. Peter Ricci has his finger on...
2023-06-0845 minGet Great Guest ReviewsRaul Moronta, CCO of Remington Hotels talks about Brand Performance: Mission, Action with Intent, and Guest SatisfactionI am so excited to share with you my recent discussion with Raul Moronta, Chief Commercial Officer of Remington Hotels as we talk about Brand Performance: Mission, Action with Intent, and Guest Satisfaction. Ask most travelers, and you are likely to hear about the lowering of hospitality and service excellence since the devastating impact of COVID. In fact, most consumers would say that customer service in all industries has taken a severe tumble. But counter to the trend, in the past year or so, Remington Hotels has been dramatically elevating its brand performance and loyalty across its...
2023-05-2449 minGet Great Guest Reviews9 Reasons Hoteliers Need to Make Reputation and Guest Feedback Your Super Power for Revenue ResultsWelcome Back to Get Great Guest Reviews, Season 2! Recently, on LinkedIn, there was a poll asking what hotel general managers and hospitality professionals care most about and want to see content on. As I recall, Trends in the Industry, Technology, and Revenue Management were all popular. However, Reputation and Social Media were combined and still came out at the bottom of the list, with only 2% of hospitality professionals showing any interest. Say it isn’t so! I took this surprising information as an opportunity to start our new season of podcasts with why everyone needs to care about...
2023-05-1022 minGet Great Guest ReviewsCarlo Carroccia, award-winning hotel manager, shares the process for phenomenal guest experiencesDid you know that there are over 130 000 hotels in the USA? I consider myself fortunate that three of the four hotels I worked with at Library Hotel Collection were rated among the top 25 hotels in the USA on the Best of the Best, Tripadvisor's Travelers Choice Awards, and the fourth one was followed very closely behind. The people whose hotels rank among the top guest-reviewed hotels in the country are all part of a very fortunate group of hoteliers who have discovered and implemented the secrets to what it takes to make guests happy. The guests are so happy...
2022-11-0229 min![[CLIC] Connect](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded/3093554/3093554-1645813557376-39c666dd6d329.jpg)
[CLIC] Connect[CLIC] Connect with our Guest Ms. Adele Gutman Milne of The Adel Gutman Company...[CLIC] is the only Hotel Conference that focuses on the California Hotel Market and [CLIC] Connect is our official interview show. Joining the conversation today is Adele Gutman Milne, CHBA, CHDM of the Adel Gutman Company and we are talking about Reviews of your Hotel Good, Bad & Snarky, Managing your Online Reputation, Trends and our Lightning Round, Producer Dani puts two minutes on the clock.....
We are back Season 7 Episode 1 and what a joy it was to have Adele join the conversation on [CLIC] Connect......
Please tour our website and sign up for our Blog at cliconference.com.
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2022-10-2626 minGet Great Guest Reviews10 Dos & Don'ts to Cultivate Consumer Confidence with Skilled Management Responses to Bad Reviews
2022-10-1423 minGet Great Guest Reviews3 Skills Hotel Teams Need to Master to Get Great Guest Reviews Have you ever been offered a complimentary night after reporting an issue to a hotel? It happened to me a couple of times when I was totally shocked by the offer. I wasn’t expecting to be offered a comp night; I wasn’t asking for it, and it had never even crossed my mind.
2022-09-1625 minGet Great Guest ReviewsThe 1 Thing Every Hospitality Pro Needs to Know to Inspire 5-Star Reviews for Their Hotel or Restaurant.What’s the one thing everyone in hospitality needs to know to inspire 5-Star Reviews? Adele Gutman is known for having exceptional results in leading her hotels to the top guest review success in their market, city, state, country, and, yes, even the world. There is a multitude of concepts that comprise the signature five-star review system that she formulated to achieve a company-wide 96.1% Global Review Index Score. But in this episode, Adele focuses on one essential concept at the core of five-star hospitality. And you don't even have to be a five-star business to deliver five-star hos...
2022-08-2122 min
The Modern Hotelier#15: How to Get Great Guest Reviews | with Adele GutmanLike it or not online reviews are an important part of your properties' online presence. But how do you make sure you get good reviews?And what do you do with negative reviews? Do you avoid them? Ignore them? Or do you take that feedback and information to improve your guest experience?Our guest today says that feedback is a gift. Adele Gutman is a Hospitality Culture, CX and Guest Experience Expert. She currently is the Host of the Get Gre...
2022-08-0954 minGet Great Guest ReviewsSimple Collaboration Create Big Results for Guest Experience ScoresThere was a recent article in the Harvard Business Review - Future-Proofing Businesses with Modern Customer Engagement, written by Karen Peacock, the Chief Executive Officer of Intercom. 44% of respondents, hundreds of Harvard Business Review readers, indicated that a lack of collaboration and the constrictions of information silos at work are the top impediments to successful customer engagement at their company. The second obstacle at 32% of responses was the failure to share customer insight data throughout the company. This insight hits close to home for me. I feel that a lack of collaboration and lack of...
2022-08-0711 min
The Process PodcastHow To Cultivate 5 Star Reviews - An Interview With Adele GutmanHave you ever wished you could create more favorable reviews for your business?
In this seventeenth episode of The Process podcast, Adele Gutman, one of the Top 25 Most Extraordinary Minds in Sales & Marketing, shares her proven method for improving client experience and creating strategic relationships that can yield more revenue for you! Tune in to find out how she overcame her own frustrations with negative feedback and what she learned along the way.
Discover the secrets to earning and inspiring 5-star client reviews!
2022-08-0548 minGet Great Guest ReviewsThe Relationship of Reputation, Reviews and Revenue for HotelsWelcome to Get Great Guest Reviews! In this week’s episode, Christoph Hütter, the non-traditional revenue manager, joins me to discuss the Revenue generating impact of excellence in Reputation, Reviews, and the Guest Experience. Revenue Managers, General Managers, and Hotel Owners, you will want to pay attention to this because there is no revenue optimization without reputation optimization! That means creating a culture of caring, collaboration, and continuous improvement. In addition to the video, please be sure to read the accompanying blog posts on my website www.adelegutman.com/getgreatreviews Follow and conn...
2022-07-2538 minGet Great Guest Reviews7 Practices to Stop Now if You Want Guests to Love Your Hotels "Would You Treat Your Mama Like That?" Are your mission statement and guiding principles filled with words like honesty, integrity, trust, relationships, ca
2022-07-1525 minGet Great Guest ReviewsTechnology, Humanity, and the Guest Experience I’ll be bold and just say it. Technology without humanity cannot resolve the Guest Expectation vs Guest Experience gap that so many businesses are facing today. Technology is a tool. It’s just a tool. But in the hands of compassionate people who feel inspired, empowered, and encouraged by their leaders to guests happy, great technology can give them wings to fly. There’s so much to think about when exploring the relationship between Humans and Technology in delivering great experiences to our guests, I asked a fellow Customer Experience Strategist, Larry Leung of Transformidy, to join me for a conve...
2022-07-0132 minGet Great Guest Reviews5 Common Mistakes to Avoid When Responding to Negative ReviewsThroughout the world, there are many hoteliers who are hard at work doing their best to "do Reputation Management". These hoteliers are reading articles and getting tips from friends, suppliers, or consultants on how to do it right. But are the industry standards really working? Many of the commonly accepted practices are not actually helping hoteliers significantly move the needle when it comes to reputation. And in many cases, behaviors like cutting and pasting templates are inadvertently frustrating travelers, making them feel that we care more about the show and about showing we genuinely care. As...
2022-06-2129 minGet Great Guest ReviewsMaster the Art of the Management Response. 5 Things to do Before You Start WritingAmerican Industrialist and Innovator Henry Ford famously said, "You can't build a reputation on what you are going to do." I find this quote so practical and useful when thinking about hospitality reputation cultivation and responding to negative reviews. That's because it's important to know that reputation isn't based on what you say, but rather on what you do. What powerful management responses have in common is that they are based on actions already taken. Today, most negative reviews go unresponded to according to a study done by ReviewPro. In my own observations, negative review re...
2022-06-0716 minGet Great Guest ReviewsUpgrade Your Mindset to Unleash Your Business Success Welcome to Get Great Guest Reviews! I hope you enjoy the podcast and the accompanying article. Each episode is designed to help everyone move forward on
2022-06-0246 minGet Great Guest ReviewsDeveloping Your Reputation for Excellence- with Nick Faitos of Starbright Floral DesignReputation Cultivation isn't essential only for hotels, restaurants, and supporting industries; it is mission-critical for all service professionals. Our businesses grow as we build relationships that are based on integrity, authenticity, trust, and of course, as we create those wow moments that inspire beautiful experiences, memories, and stories to be shared. No one is a finer expert in designing wow moments and building trusted relationships than my gust this week, Nick Faitos, Senior Partner of Starbright Floral Design, the premier florist for the hospitality industry in New York City and beyond. Welcome to Get Great Gue...
2022-05-1941 minGet Great Guest ReviewsA Masterclass in Tripadvisor Success: Sally Beck, GM of the Royal Lancaster, the #3 Hotel in the UK
2022-05-1221 minGet Great Guest ReviewsWhy Isn't My Reputation Management Program Making Impact, and other Reputation Questions from HoteliersNearly everyone in the business today understands that a company’s reputation and customer reviews have a direct impact on revenue results. That’s especially true in the hotel business where we are selling experiences and there’s a lot of competition. Delivering five-star review-worthy stays is a great way to stand out from the crowd and elevate the perceived value of a visit to your hotel, resort, restaurant, or attraction. But here’s the rub. While many hotels around the world have some level of Reputation Management program in place, many are wondering why it isn’t having m...
2022-05-0523 minGet Great Guest ReviewsAuthentic Hospitality -Julian Star Award-winning General Manager, Craig PooleLast year, in 2021, I cherished a few conversations of my podcast conversations so much, that I have to revisit them. I feel this conversation is a timeless gift, whether you are an experienced hospitality leader, a brand new general manager or if you aspire to be a great general manager someday. If you are looking for a truly extraordinary leader to follow, listen to Craig Poole, President of Reading Hospitality and a recent recipient of Global Hospitality’s Julian Star Award, presented by the International Hospitality Institute. My fellow podcaster friends, Kyle Allison and Greg Fregoso of Hospitality MD ma...
2022-04-2831 minGet Great Guest ReviewsThe Confetti Culture Playbook Author and Hotel General Manager, James Furguson.One of the best ways to cultivate enthusiastic 5-Star reviews is to create a culture of enthusiasm for hospitality and collaborative, creative problem-solving at your hotel. I’m excited to speak today with Hotel General Manager, James Ferguson, who is the author of the new book, The Confetti Culture Playbook: How to Boost Your Team’s Contribution and Impact. With the level of stress and frustration at hotels today, I truly believe that there is nothing more important right now for the future success of our industry than shifting to this people-centric mindset. So d...
2022-04-1941 min
Don't Look Under The Bed - A Hospitality PodcastGet Great Guest Reviews with Adele Gutman Milne, CHBA, CHDMAdele Gutman Milne is a Speaker, Guest Experience Authority and host of Get Great Guest Reviews, the Podcast. Adele has been honored as one of the Top 25 Most Extraordinary Minds in Sales & Marketing by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through guest experience and reputation cultivation. During her tenure as Vice President of the Library Hotel Collection, the brand repeatedly earned the #1 highest guest satisfaction rating on any luxury hotel brand in the world. Adele is helping hoteliers, healthcare professionals and all service industries implement the award winning...
2022-04-1142 minGet Great Guest ReviewsCreate a Culture Where Teams Can Thrive: Emotional Self Mastery Author, Cheryl C. Jones Welcome to Get Great Guest Reviews! In our last episode, I invited a hotel owner, Robert Rauch to share with me his perspective on what general managers and hotel owners can do to support their teams and lead them through this transition as we as an industry work to recover from the repercussions of COVID. Today, we are going to examine the issue from a different perspective. Seeing that our teams are dealing with a high degree of stress that is impacting their quality of life as well as our ability to deliver great experiences for our guests, I’ve invi...
2022-04-0539 minGet Great Guest ReviewsShifting Culture and Social Proof as a Path to Recovery: With the Hotel Guru, Robert Rauch, Hotel OwnerAs the hospitality industry is still dealing with supply issues, staffing issues, as well as heightened inflation, inflated guest expectations, and emotional stress. In this episode, Adele Gutman speaks with the Hotel Guru, Robert Rauch talk about how hotel owners and general managers can use culture and experiences to lead their teams through recovery and continued change. Everyone wants a great culture and great guest reviews, but sometimes it’s challenging to know where to begin. From my perspective as a former VP of Sales, Marketing, and Revenue, I suggest starting by asking your team for their in...
2022-03-3039 minGet Great Guest ReviewsHospitality From Within with Author Sarah DandashySarah Dandashy is the hospitality industry’s Golden Girl, so smart, funny, exceptionally hard-working, elegant, relentlessly kind and helpful, and full of love for our industry. It is no wonder that her new book is titled, Hospitality From Within, and is filled with heartfelt and unpretentious wit and wisdom that our industry really needs to hear right now. I had the great honor of interviewing Sarah as one of my earliest guests in January of 2021 for last year’s season of the show, which was formerly called Hospitality Reputation Marketing, the podcast. Sarah recently released Hospitality from With...
2022-03-2326 minGet Great Guest ReviewsThe Impact of Guest Reviews on Hotel Sales Success: Amy Infante Shares What Hoteliers Need to KnowThe success of Hotel Directors of Sales and Sales Managers is highly impacted by reputation, including word of mouth, online reviews, and other social media user-generated content. In episode 8 of Get Great Guest Reviews, the Podcast, Hospitality Sales expert, Amy Infante, Founder, and CEO of GitGo talks with Adele Gutman about the role reputation plays in maximizing sales, and the role sales professionals play as advocates and leaders in creating a stellar reputation that enhances profitability. Your Reputation Proceeds You: Amy shared a statistic from Gartner that only 17% of the sales journey involves a salesperson. A...
2022-03-1630 minGet Great Guest ReviewsLeadership and the Employee Experience to Guest Experience Connection with Jill Raff & Adele GutmanDo Happy Employees = Happy Guests or is it Vice Versa? EX2CX Excpert Jill Raff and Adele Gutman talk it out! Outside of location and price, the Guest Experience is the most important differentiator in choosing a hotel. In fact, it is so important that many travel decision-makers are willing to pay more they planned to and select a less convenient location in order to have an exceptional elevated experience that enriches their lifestyle. But an excellent guest experience isn’t created in a lab. It is delivered by human beings. And right now...
2022-03-0926 minGet Great Guest ReviewsGX Success Story: Tips From the #1 B&B in the World on Tripadvisor, owner Andy Banner-PriceWhat happens when a Customer Experience professional and his partner decide to open a business together with a great love for entertaining but no professional hospitality background? A whole lot of hard work, and steep learning curve, and a world of on-the-job training, leads, in the end, to phenomenal success. Learn how these owners applied their passion for making guests feel welcome combined with a disciplined daily devotion to continuous improvement that made them two of the foremost leaders in the alternative accommodations field. If you are a hospitality professional, or someone with a dream of...
2022-03-0243 minGet Great Guest ReviewsThe Simple Way to Implement Innovation at Your Hotel or RestaurantHardly a day goes by that I don’t hear someone say that the hospitality industry is famously slow on embracing technology or innovation. But not every innovation has to be done on a grand scale. When it comes to Customer Experience, it’s the little things that can make the biggest impact. Yes, we should review our tech stack at least every year to see if what we have is still the best fit for our goals. Yes, we need to be open to updating our product in new ways to stay ahead of the curve. But for most...
2022-02-2321 minGet Great Guest ReviewsGuest Experience Evangelist Josh Liebman talks with Adele GutmanWhat happens when you put two Guest Experience Evangelists together? A lot of passion and laughter, and some great advice that anyone can put to work to elevate their business guest loyalty and online reputation to attract new customers like a magnet. Josh Liebman's 16-year background in attractions and venues such as Walt Disney and Universal gave him a rich background in hospitality experiences which lead him to become the Guest Experience Evangelist for the guest experience platform, Roller, and the Host of the Guest Experience Show. Josh calls the Guest Experience the ultimate differentiator...
2022-02-1636 min
Hospitality Podcast by Torres ConsultingEp 104 Interview: Adele Gutman | Hotel Reputation Consultant | Get Great Guest Reviews Podcast | Charleston (USA)Ep 104 Interview: Adele Gutman | Hotel Reputation Consultant | Get Great Guest Reviews Podcast | Charleston (USA)
Adele Gutman is a global reference when it comes to Hotel reputation and ensuring her clients hit the top spots on the global review sites.
During our conversation, Adele talked about:
-Her career and how she felt in love with good service
-What is needed to provide a great experience
-The relation between good service, better reviews and increasing your rates
-Empowerment, a key to success
-Advice for the young professionals
Hope you find the content useful, Subscribe for more!
2022-02-121h 01
Revenue HACKSRevenue HACKS: Increasing the Hotel Product without great expenditureAs a hotel manager or operator, your goal may be to provide a comfortable environment for your guests to stay, but at the end of the day, you are running a business, which means you must sell hotel rooms.
Your hotel's sales techniques should emphasize the significance of booking as many rooms as possible at any given time while also reflecting your devotion to the guest experience. You'll want to build hotel room selling tactics that are designed to maximize revenue whether it's peak season or offseason.
Guest speakers and hosts:
2022-02-0938 minGet Great Guest ReviewsWinning Digital Customers with Author, Howard Tiersky The Greek philosopher Heraclitus was known to say, “change is the only constant in life.” Organizations that embrace change as the natural state of being will have the best chance to successfully stay ahead of the curve as the needs and desires of our customers continue to shift. Yet, while people as children are instinctively open to learning and creativity, many organizations are naturally resistant to change and set up cultures that can discourage creative problem-solving, innovation, and transformation. In this episode, Howard Tiersky and Adele Gutman discuss four common misconceptions about digital transformation that have t...
2022-02-0933 minGet Great Guest ReviewsFix What's Not Working- Five Star Service Recovery with Adele GutmanIs your service recovery goal to earn one customer for life or is it to earn 1,000+ customers for life? As long as we are humans serving humans, it's inevitable that things will sometimes go wrong in business. Even in the hospitality industry when we focused on our hotel and restaurant guests and deliver great service, there are many hands “touching that customer journey” and anything can happen. Hospitality professionals understand that providing excellence in service recovery is critical for guest satisfaction, guest reviews, and creating brand loyalty. However, I believe that the model of service recover...
2022-02-0420 minGet Great Guest ReviewsWant to Get More Five Star Guest Reviews? Here's where to start- with Adele GutmanEvery business must already have satisfied customers to keep the doors open, but not every business enjoys the benefits of loyalty, new customer referrals, and increased perceived value that a stellar reputation provides. In this episode, Adele Gutman, the authority on hospitality reputation marketing, shares a more effective strategy to not only get a few more reviews that you might have had before but to have your business bask in the sunshower of fabulous, enthusiastic, five-star reviews- focus on adding more warmth and energy to the guest experience. These insights come from...
2022-01-3015 min
The Guest Experience ShowThe Power of Online Reviews (Adele Gutman - Get Great Reviews Podcast)Adele Gutman is a hospitality expert with decades of experience in the hotel industry, and today she focuses specifically on helping businesses use online reviews to further drive the success of their property. In this interview, we talk about what it was like during the early days of TripAdvisor, when guest feedback first went public, and how Adele and her team embraced the idea of people sharing their experiences online, rather than being intimidated. Adele’s “Service is Marketing” philosophy suggests that in order to gain five star reviews, you must provide a five star experience, and the cost of not...
2022-01-1233 min
Winning Digital CustomersOne of 2021's Top Influential Leaders in Hospitality, Adele Gutman | Winning Digital CustomersWe're rounding out the year with one of 2021's Top Influential Leaders in Hospitality and the creator of The Five Star Review System, Adele Gutman. Adele sits down to talk about empowering her teams, inspiring great reviews, and the value behind both positive and negative customer feedback. Tune in to hear the secrets behind delivering great experiences for guests at every touchpoint.To learn more about Adele, visit: http://www.adelegutman.comWinning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The...
2021-12-3041 min
Hospitality Reputation Marketing: Get Great ReviewsGo from Housekeeping Woes to Housekeeping Wows.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 fail...
2021-09-2536 minHospitality Reputation Marketing: Get Great ReviewsWhat Restaurant Managers Need to Know About Getting Great ReviewsKen 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: ...
2021-08-2725 minHospitality Reputation Marketing: Get Great ReviewsThe KPI Every Hotel Team Should Track Together and How to Calculate NPSTracking 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 matter to savvy hospitality revenue and marketing professionals, and how to track these KPIs with your tea...
2021-08-0914 min
I Meet Hotel - The Hoteliers PodcastCreating Alignment to Boost Loyalty, Drive Engagement & Grow Revenue with special guest Adele Gutman MilneIn this episode, we welcome Adele Gutman Milne who is the host of the Hospitality Reputation Marketing podcast. We explored alignment, the importance of all being on the same page from sales, marketing, operations and communications for the best guest satisfaction and higher revenue.Support the show (https://www.patreon.com/imeethotel)
2021-08-0436 minHospitality Reputation Marketing: Get Great ReviewsThe Tool Your Hospitality Marketing Tech Stack is MissingWhat’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 and values, incredible financial results will follow.
No, I am not talking about Repu...
2021-07-2335 minHospitality Reputation Marketing: Get Great ReviewsQ&A with Adele on Reputation Management vs Reputation MarketingAdele Gutman, the foremost expert on Hospitality Reputation Marketing addresses a few of the most commonly asked questions.
2021-07-0920 minHospitality Reputation Marketing: Get Great ReviewsTripadvisor Success Story, Craig Poole, AHLA General Manager of the YearI 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 ho...
2021-06-2540 minHospitality Reputation Marketing: Get Great ReviewsTripadvisor Success Story, Jamie Holmes, General Manager of the Nantucket Hotel and ResortIt’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 satisfac...
2021-06-1242 minHospitality Reputation Marketing: Get Great ReviewsHow to be "Best of the Best" on Tripadvisor Travelers’ Choice Awards: With Hotel Owner Gwenn Snider and Adele GutmanThere 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...
2021-05-2928 minHospitality Reputation Marketing: Get Great ReviewsHow This Hotel Manager Attracts and Develops Hotel Talent with Jeff Kulek and Adele GutmanJeffrey 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 D...
2021-05-1531 minHospitality Reputation Marketing: Get Great ReviewsHow to Turn Around a Struggling Hotel on the Hospitality Reputation Marketing PodcastHow 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 to...
2021-04-2944 minHospitality Reputation Marketing: Get Great ReviewsSmart Hospitality Operations = Smart Marketing! A talk with Stuart Butler of Fuel TravelSmart 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 Marketin...
2021-04-1558 min
Amazing Business RadioThe Most Powerful Marketing Tool is a Happy Customer Featuring Adele Gutman MilneTop Takeaways:- While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.- Many hoteliers (and businesses in general) spend a fortune on advertising and little to no investment of time or energy in inspiring empowering their team to top performance.- Teach GMs and department heads to start inspiring and empowering. Our teams are full of talent that we can use if we invite them to collaborate.- Many business owners like the thought of having consistent 5-Star...
2021-03-3025 min
Hospitality Digital Marketing PodcastEpisode 123 - Hospitality Marketing Podcast"To App or not to App, That is the question"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #293 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.appmysite.com/ https://my.duda.co/ https://www.app...
2021-03-1900 minHospitality Reputation Marketing: Get Great ReviewsHow the Casablanca Hotel Ruled the Top of the Tripadvisor Charts in NYC for 15 YearsHow 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 happy.
Everything w...
2021-03-1933 minHospitality Reputation Marketing: Get Great ReviewsTripadvisor Returns to its Traveler-Centric Mission with the new Tripadvisor PlusAlert: 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! Hundreds of millions of pe...
2021-03-1611 minHospitality Digital Marketing PodcastEpisode 292 - Hospitality Marketing PodcastHello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #292 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.marquiz.io/ https://www.surveymonkey.com/ https://www.typeform.com/ https://www.google.com/forms/about/ https://surveys...
2021-03-1200 minHospitality Digital Marketing PodcastEpisode 291 - Hospitality Marketing PodcastHello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #291 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://serpstat.com/ https://www.spyfu.com/ https://www.ispionage.com/
00:03— Our Technique this week is; "When there are no 'intern...
2021-03-0500 min
Hospitality Revenue ManagementHospitality Revenue Management Show 26How to Create Magical Moments for Guests That They Will Treasure Forever
Highlights from This Episode
Lily: I know in your work, you emphasize the memory, and how the brain works in relation to how customers
rate their experience when traveling. Tell us a little bit more about your thoughts on that.
Antonio: In a parachute jumping experience, it’s not that we are writing about the experience at the moment we jump. We write about it when the jump is done, our memory of th...
2021-02-2441 minHospitality Reputation Marketing: Get Great ReviewsCarlo Carroccia, GM of the #1 Rated Hotel in the USA on TripadvisorCarlo 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 my hotels to land on the T...
2021-02-2431 minHospitality Digital Marketing PodcastEp. 289 - Hospitality Marketing PodcastHello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #289 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://seranking.com/ https://serpstat.com/
00:06— Our Technique this week is; “Lighthouse to Lanterns the Impact of Covid on Hospitalit...
2021-02-1900 minHospitality Reputation Marketing: Get Great ReviewsKen Patel, CEO of EV Hotels Part TwoPart 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 reputation?
Let’s re-examine the ways hotels have c...
2021-02-1529 minHospitality Reputation Marketing: Get Great ReviewsKen Patel, CEO of EV Hotels- Part OneEV 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 re-examine the ways hotels have continued to wor...
2021-02-1531 minHospitality Digital Marketing PodcastEpisode 288 - Hospitality Marketing PodcastHello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #288 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://app.peakmetrics.com/ https://app.brandmentions.com/ https://app.awario.com/
00:06— Our Technique this week is; “Into the ‘Gray Zone’...
2021-02-1200 minHospitality Reputation Marketing: Get Great ReviewsThe Hotel Mogel, Larry Mogelonsky- Creating Experiences that Inspire Great ReviewsLarry 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 standpoint is learning what is it that this hotel is...
2021-02-0545 min
Hotel CastHotel Cast #12 - How Hotel Reviews Can Get You from Good to Great with Adele GutmanIn this episode, we chat with Adele Gutman , Founder at Aspire Reputation, about how hotel reviews can help you get from good to great. Listen to this episode now:
2021-02-0343 minHospitality Digital Marketing PodcastEpisode 285 - Hospitality Marketing Podcast“Emerging and redefining logistics. The big rethink"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #285 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.kingsumo.com/ https://viral-loops.com/
00:07— Our Technique this week is; “Emerging and...
2021-01-2200 minHospitality Reputation Marketing: Get Great ReviewsCharlotte Purvis, Author of The Customer Communication Formula on; Get Great ReviewsCharlotte 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 customer service in action.
In this episode, Adele and Charlotte discuss the current challenges of the hospitality industry and the sometimes overwhelming strain i...
2021-01-2221 minHospitality Digital Marketing PodcastEpisode 284 - Hospitality Marketing Podcast“Listen while they are still talking, talk while they are still listening"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #284 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.editmate.com https://www.videopeel.com http...
2021-01-1500 minHospitality Digital Marketing PodcastEpisode 283 - Hospitality Marketing Podcast“What we have here is a failure to communicate"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #283 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.airmeet.com/ https://www.eventsframe.com/ https://heysummit.com/
00:10— O...
2021-01-0800 minHospitality Reputation Marketing: Get Great ReviewsSarah Dandashy, Ask a Concierge and Author of Hospitality From Within on; Get Great ReviewsSarah 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 From Within.
During this c...
2021-01-0829 minHospitality Reputation Marketing: Get Great ReviewsHow to be the #3 Rated Restaurant in the USA, An Interview with Asst GM, Hall's Chophouse, Sara FaienzaDid 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 Faienza, the Assistant General Manager of Hall’s Chophouse, a lawyer by profess...
2021-01-0138 minHospitality Digital Marketing PodcastEpisode 281 - Hospitality Marketing Podcast“Listening, joining and participating in the coming conversations"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #281 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tool for review this week are; https://www.hashtagsforlikes.co/
00:06— Our Technique this week is; “Listening, joining and particip...
2020-12-2500 minHospitality Digital Marketing PodcastEpisode 280 - Hospitality Marketing Podcast“Getting your legal ducks in a row before it gets crazy"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #280 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.iubenda.com/en/overview
00:04— Our Technique this week...
2020-12-1800 minHospitality Reputation Marketing: Get Great ReviewsShep Hyken, Customer Experience Author on Get Great ReviewsWelcome back to the Hospitality Reputation Podcast. I have a holiday season gift for you. This episode is a conversation with one of my favorite Customer Experience authors, Shep Hyken.
I’ve already read Be Amazing or Go Home, and Amaze Every Customer Every Time. I’m currently reading The Cult of the Customer and The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty will be next. I highly recommend you follow Shep Hyken for continuous inspiration as well as following us here at the Hospitality Reput...
2020-12-1841 minHospitality Digital Marketing PodcastEpisode 279 - Hospitality Marketing Podcast"Defining your own Starting line in 2021"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #279 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://serpstat.com/ https://www.accuranker.com/ https://seranking.com/
00:05— Our Technique this week is...
2020-12-1100 minHospitality Reputation Marketing: Get Great ReviewsInterview with Lonny Wolfe GM of Sun Dek Beach House on Get Great Reviews.If you need proof that you don’t have to be a 5-Star Hotel to deliver 5-Star service and inspire 5-Star reviews, this episode is for you.
I had the great pleasure to interview Lonny Wolfe GM of the Sun Dek Beach House, a 3-Star Beach hotel in Florida, yet it has a pure 5-Star/5-Bubble rating from the members of Tripadvisor. Only 61 of the over 3,200 hotels listed on Tripadvisor in Florida have achieved this coveted score!
Listen in and see how this GM helped the team at this modest beach house hotel win big on...
2020-12-1122 minHospitality Digital Marketing PodcastEpisode 278 - Hospitality Marketing Podcast“Holiday time communication, COVID style"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #278 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.powtoon.com/ https://viddyoze.com/ https://www.toonly.com/ https://videoremix.io/
00:06— Our Techni...
2020-12-0400 minHospitality Reputation Marketing: Get Great ReviewsSally Beck GM of the Royal Lancaster London on Get Great ReviewsConversation with Sally Beck - General Manager of the Royal Lancaster London
“Running a good culture brings definite profits to the bottom line.”- Sally Beck, General Manager, the Royal Lancaster London
It was a great pleasure to speak with Sally Beck, the General Manager of the Royal Lancaster London, who led her team through a multiyear renovation while open and their rise from #272 to #17 (and now up to #15 as I write this) on Tripadvisor out of 1,154 hotels in London.
During our conversation, Sally shares inspiration conc...
2020-11-3025 minHospitality Digital Marketing PodcastEpisode 277 - Hospitality Marketing Podcast“Ringing true in your holiday marketing messaging for 2020"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #277 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tool for review this week are; https://dubb.com
00:05— Our Technique this week is; “Ringing true in your holiday...
2020-11-2600 min
Hospitality Reputation Marketing: Get Great ReviewsHospitality Consultant Tom Nolan the 6 E's of Leadership Get Great ReviewsGetting great reviews begins with leadership and inspiring the best in your team. Look online and you will find many variations, the 4 E's of Leadership. the 5, the 6, the 7 and beyond. But my first guest co-host Tom Nolan, a multi-decade veteran of hospitality joined me to discuss his version of the article, which so impressed me, the 6 E’s of Leadership, where he applied this classic format to Leadership in Hospitality.
I enjoyed this conversation so much, and I hope you will too.
Thank you for joining us!
Adele
2020-11-2042 minHospitality Digital Marketing PodcastEpisode 275 - Hospitality Marketing Podcast“Expanding your Voice with Podcasts, For your Guests"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #275 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://www.podcast.co/ https://www.headliner.app/ https://voicebuddy.io/
00:08— Our Techni...
2020-11-1300 minHospitality Digital Marketing PodcastEpisode 274 - Hospitality Marketing Podcast“Ho Ho Ho tis' the season now to sell EVERYTHING"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #274 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://myvirtualtours.com/ https://www.google.com/streetview/ https://spott.ai...
2020-11-0600 min
HospitalityMDDesign the Guest Experience with Adele GutmanYou can find the Hospitality, M.D. Podcast on any of your favorite podcast services.
Follow us on all of our socials:
Facebook: fb.me/HospitalityMDofficial
Facebook Messenger: m.me/HospitalityMDofficial
Instagram: https://www.instagram.com/hospitalitymd/
LinkedIn Business Page: https://www.linkedin.com/company/28464166
YouTube: https://www.youtube.com/channel/UCnN-svfpsdSxF67utHBag4g
Website: www.hospitality-md.com
Kyle:
Email: Kyle@Hospitality-md.com
LinkedIn: https://www.linkedin.com/in/kyle-allison-545156115/
Instagram: https://www.instagram.com/kallison100/
2020-10-2739 minHospitality Digital Marketing PodcastEpisode 269 - Hospitality Marketing Podcast“Broadcasting your message, it’s not for the faint of heart, but its very productive"
Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #269 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
00:01 — Our tools for review this week are; https://expertise.tv/ https://home.webin...
2020-10-0200 min
Redefine Hospitality PodcastEpisode 79: How To Create The World's Highest Guest Satisfaction Hotel With Adele GutmanIn this episode, Adele Gutman shared with us how she and her team managed to create the world's highest guest satisfaction hotel in the world. She shared with us ideas, strategies and things we can do to improve our guest's experience, guest satisfaction and simultaneously increase our bottom line.
2020-09-2452 min
Hospitality Sales PodcastHospitality Sales Show 8Title - Repuation Marketing for Sales
Guest - Adele Gutman Milne with Aspire Reputation Marketing
For more than 10 years, Adele was able to keep her four hotels in the top ten on TripAdvisor - in New York City with over 500 hotels trying to take her spots. How did she do it? What was her "secret" - listen and find out!
2020-08-1535 minHospitality Digital Marketing PodcastEpisode 259 - Hospitality Marketing PodcastHello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #259 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
0:01 — Our tools for review this week are; https://tyle.io/ https://getstencil.com/
00:07— Our Technique this week is; “Fishing, or where to find where to fish in an ever...
2020-07-2300 min
Hospitality MarketingHospitality Marketing Show 257Hello everyone and welcome to Hospitality Marketing the podcast, I am your host Loren Gray and this is episode #257 where each week we spend around 20 to 30 minutes sharing the most interesting tools, news, and techniques being used in marketing for the hospitality industry. We also do a quick recap of our weekly Live Video show “This Week in Hospitality Marketing” which also airs every Friday at 11:30 am Eastern US Time.. SO let's get started;
0:01 — Our tools for review this week are; https://restream.io/ https://onestream.live/ https://obsproject.com/
00:08— Our Technique this week is; “Stop Selling, C...
2020-07-1024 min
The Skift Travel PodcastHotels and the CoronavirusIn this unprecedented downturn in travel as a result of Covid-19, the crisis is impacting every hotel company, from the top chains to small hotel operators. Major declines in occupancy and room rates are a global problem, which has forced many hotels to furlough employees and others to shutter, or convert to quarantine centers and host healthcare staff working round-the-clock. As this uncertainty continues, especially in Europe and North America, the likelihood of a strong rebound of occupancy within two or three months seems ever more distant.
Listen as Skift editors and research analysts, along with leaders...
2020-05-291h 40
Eat & Stay Podcast#006: Library Hotel Collection - Adele Gutman (NYC)Today, we sit down with Adele Gutman - the VP of Sales, Marketing, and Revenue for the entire Library Hotel Collection. The Library Hotel Collection is made up of NYC’s Library Hotel, Hotel Elysee, Casablanca Hotel, and Hotel Giraffe; the Aria Hotel Prague, Aria Hotel Budapest, and Hotel X Toronto. In this week's episode, we cover:
(3:26) Some distinguishing features of the Library Hotel Collection
(5:21) How Adele turned being a dancer into a successful foray into hospitality
(11:20) The importance of having a foundation in Southern hospitality and how to add "sweetness" into business
(19:40) The im...
2019-03-201h 00
The Travel Queen Radio ShowTravel Queen Show - 05.17.08 (2 of 2)Amy McMillan, Crossroads Village/Huckleberry RR Adele Gutman, HK Hotels, NYC
2008-05-1700 min