CHDM - Podcast Details

Shows

Thinks Out Loud: E-commerce and Digital StrategyRevisiting The Brand is the Prompt (Thinks Out Loud) Unlike a lot of folks, I’m not convinced that AI agents are the end of brands. Sure, there’s a risk. But I still believe most customers will choose brands that work for their needs & and will train their agents, as those evolve, to pick their preferred options in many cases. Of course, getting customers to train their agents that you’re the right choice isn’t something you can wait to do when (or if) agents become available. Instead, it’s something you can (and should!) do right now. Even better, it works for your brand and...2025-07-2523 min

Thinks Out Loud: E-commerce and Digital StrategyThe Brand is the Prompt (Thinks Out Loud 465)One of my favorite facts about the internet is that people will always tell you when you’re wrong. Seriously. It’s a feature, not a bug. Because when that happens, it helps you think more clearly, more deeply about your topic and your ideas. If you want to know what you really think, ask the internet. They’ll let you know whether you got it right… or not. That’s what happened last week when I talked about how companies can win in AI-powered search. Whether we’re talking about Google’s AI Overviews, AI Mode, ChatGPT, or agentic AI, I’...2025-06-1921 min

Wilka Leadership TalksWomen in Hospitality VIP guest: Lynn ZwibakLynn Zwibak is a dynamic revenue management expert who bridges the gap between theory and practice in the hospitality industry. As an adjunct professor at Virginia Tech University and founder of her own consultancy, she brings a unique blend of academic insight and hands-on experience from her revenue management leadership across the U.S., Asia, and Africa.Drawing from her background in group sales and cross-cultural communication, Lynn specializes in making complex revenue management concepts accessible and actionable. She's particularly known for unifying commercial strategy disciplines and fostering collaboration between revenue management and other hospitality functions.2025-04-2942 min

"Travel Talk" featuring Edward Leos, publisher of The Hotel GuideEPISODE 64: "From Insights to Impact: How Mauri Berry is Driving Remington’s Brand Evolution"Join Edward Leos, publisher of The Hotel Guide, for an exclusive conversation with Mauri Berry, CHDM, a trailblazing expert in digital marketing at Remington Hospitality. In this insightful interview, we’ll delve into the evolution of digital marketing strategies within the hospitality industry, exploring how data-driven insights and innovative technologies are transforming guest experiences. Discover how Mauri and her team are shaping the future of the Remington Hospitality brand, leveraging cutting-edge tools and creative strategies to drive growth and engagement. Whether you're a hospitality professional or simply curious about the latest trends in digital marketing, th...2024-11-0815 min

No ShowHolly Zoba, Pioneer of Travel MarketingLike a prophet emerging from the haze of the Arizona desert, our guest Holly Zoba leads hospitality brands to the promised land. She has decades of experience in hotel sales and marketing, and has founded, co-founded, or been essential to companies that are dedicated to educating generations of hotel professionals. Her classes are THE gold standard of hospitality sales training, and we talk about how digital marketing is changing to meet new audiences, getting on board the AI train, new trends in customer loyalty, and the importance of carpool etiquette on snow days.https://hotelbschool...2024-09-1725 min

The Travel LeaderGrowing Self-Awareness with Stephanie SmithStephanie Sparks Smith, CHDM is CEO and Digital Matriarch at Cogwheel Marketing TM️ 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. The expertise of Cogwheel Marketing is knowing the intricacies of the branded hotel systems and understanding where brand marketing stops and hotel level marketing begins. Cogwheel Analytics TM️ , developed by Cogwheel Marketing, is a hotel digital marketing reporting and BI tool that aggregates data from multiple sources to allow companies to iden...2024-03-0446 min

[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. --- Support...2022-10-2626 min $Don\'t Look Under The Bed - A Hospitality Podcast$ 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 min

Golpazo el PodcastT3. Ep. 15.- Tengo cara estafable CHDM.Estafas y estafadores. ¿A ti qué te han hecho?2022-03-211h 50

Revenue HACKSRevenue HACKS: DORM: Strategy leadership in post-pandemic timesWhat will it take to become the strategy leader post-pandemic given the challenges? Join us this episode to discuss this important topic. Guest speaker and hosts: Jakub Klimczak - Regional Manager - Central Europe at STR Heiko Rieder - Revenue Management Professional Sheila Krishnan - CHBA, CHDM Krishnan - Commercial Director at Hamilton Hotel Partners Anna Sirba MIH AHOSPA (Cert RM) Sirba - Operations Manager at Harbour Hotels Group Calvin Tilokee, CHLC Tilokee - CEO & Creative Director at Revpar Media LLC Thibault...2022-01-1242 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 min

Hospitality 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 min

Hospitality 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

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 min

Hospitality 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 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 min

SHR SoundbitesDana, VP of Rev Strategy & Distribution, CoralTree HospitalityDana Cariss, CRME, CHDM, VP of Revenue Strategy and Distribution at CoralTree Hospitality, coming to us from San Diego, California. CoralTree is one of those rare instances amid the pandemic, finding themselves in a growth mode. 19 hotels in 6 different cities, with a mixture of resorts, conference centers, urban boutiques, and a couple of brands. Key takeaways: -One hotel was able to stay open since the beginning, with 75% re-opened. -Best two performers are leisure properties. -Urban core hotels are about the weekends. -The pandemic has forced revenue managers to de-automate o...2020-11-0507 min