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 high, by thinking as a team, working as a team, and even focusing on guest reviews as a team. If you are a hotel manager or aspire to be a great hospitality leader someday, you will not want to miss a single word of this episode of the Hospitality Reputation Marketing Podcast, Get Great Reviews. If you wish to inspire five stars on your guest, customer, or patient reviews, this is the podcast for you. You will find inspiration from a variety of experts including those who have actually led the industry by achieving astonishing results. Adele Gutman Milne is the foremost authority on hospitality reputation marketing having created a Five Star Review System that helped her hotels achieve the highest level of guest satisfaction in the industry. Adele Gutman has been honored as one of the Top 25 Extraordinary Minds in Sales & Marketing and Revenue by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Optimization. As the Vice President of the Library Hotel Collection, the small chain raised the bar and achieved the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) a survey of over 2.7 million annual online reviews. Now, Adele is available to helping hoteliers, healthcare professionals, and all service industries implement the award-winning Five Star Review System she developed over decades in hospitality. https://www.adelegutman.com/ www.adelegutman.com

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 themselves. The mission of the Hospitality Reputation Marketing Podcast is to share the philosophy and insights of those who are truly masters at Reputation Cultivation, and whose results speak for themselves. In this conversation with Nantucket Hotel and Resort Owner, Gwenn Snider, she shared her tips on how she and her team lead by General Manager Jamie Holmes, inspire five-star reviews. • Being obsessive about the details and committed to creating a unique and welcoming guest experience. • It’s all about the small moments, so it is important that everyone feels empowered to be able to change a guest experience in a positive way. • It’s surprising what small detail or kindness can make a hotel a traveler’s favorite experience. • Never take your guests for granted. Be unrelenting. Things don’t get ignored from an operational standpoint. • Truly listen to every guest review and survey and have leadership respond personally to every complaint. • Kindness goes a long way to change someone from a state of stress to a state of relaxation. • Forget, “it’s not possible.” Find a way to say, “Yes!” For more show notes, visit adelegutman.com/blog Thank you so much for listening! Please subscribe, send us a comment, and leave a review on Apple Podcasts, YouTube, or Audible. You can also join my newsletter by leaving your email on www.adelegutman.com and never miss another episode of the Hospitality Reputation Marketing Podcast. https://www.adelegutman.com/blog Here are some other great hospitality podcasts I am sure you will enjoy: Loren Gray’s Hospitality Marketing Podcast: https://www.hospitalitydigitalmarketing.com/podcasts/ Lily Mockerman’s Hospitality Revenue Management Podcast: https://www.thinkupenterprises.com/podcast/ Holly Zoba’s Hospitality Sales Podcast: https://influencer-sales.com/podcast/ Dean Schmit’s Hospitality Meta Search Podcast: https://www.audible.com/pd/Hospitality-MetaSearch-Podcast/B08K581QTP

Prefer AudioFrench Quarter Inn: 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 Top 25 List of Tripadvisor, and one of my hotels achieve the ultimate win of #1 hotel in the World on Tripadvisor, I felt obliged to chat with Carlo to see if they used the philosophy and methods were different or similar to what we found worked so well for the Library Hotel Collection. You won’t want to miss this conversation! We discuss: The importance of a culture of caring, collaboration, and continuous improvement on long-term business success. The personal characteristics and mindsets that impact guest reviews. How to continuously keep the team attentive to cues from the guest which creates personalized service. How authenticity in marketing sets the stage for a great guest experience. French Quarter Inn: https://fqicharleston.com/ https://www.linkedin.com/in/carlo-carroccia-cha-60086814/ Connect with Adele Gutman: https://www.linkedin.com/in/adelegutman/ if you would like a personal coaching program to learn how to consistently inspire five-star reviews and outshine the competition! For more winning mindset, tips, and strategies sign up for the newsletter: https://www.adelegutman.com/ If you prefer audio, subscribe to the podcast here: https://pod.co/hospitality-reputation-marketing

Sally Beck, the Award Winning General Manager of the Royal Lancaster London share her insights and how she lead her hotel from their #272 rank on Tripadvisor all the way to 17. It's an astonishing climb and I am sure you will find her story inspiring.

Jeffrey Kulek, the Area Vice President and General Manager London West Hollywood is well known for supporting a fantastic hospitality service 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 as long as you are willing to learn and to serve with generosity, you too can have a shot at the American Dream. I hope that hotel General Managers, Hotel Owners, and everyone who aspires to be a hospitality leader will listen and take a bit of Jeffery’s wisdom to heart. It is not only the right thing to do, but this is one of those times when what feels great is also what inspires guest satisfaction, loyalty, and great reviews! Thank you so much for listening! Please subscribe, send us a comment, and leave a review on Apple Podcasts, YouTube, or Audible. You can also join my newsletter by leaving your email on www.adelegutman.com and never miss another episode of the Hospitality Reputation Marketing Podcast. https://www.adelegutman.com/blog Here are some other great podcasts I am sure you will enjoy: Loren Gray’s Hospitality Marketing Podcast: https://www.hospitalitydigitalmarketing.com/podcasts/ Lily Mockerman’s Hospitality Revenue Management Podcast: https://www.thinkupenterprises.com/podcast/ Holly Zoba’s Hospitality Sales Podcast: https://influencer-sales.com/podcast/ Dean Schmit’s Hospitality Meta Search Podcast: https://www.audible.com/pd/Hospitality-MetaSearch-Podcast/B08K581QTP

Sarah Dandashy of Ask a Concierge talks about Hospitality From Within on the Hospitality Reputation Marketing Podcast Get Great Reviews with Adele Gutman Milne.

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 USA on Tripadvisor, and by ReviewPro as having the highest rated luxury brand in the world, I am still seeking knowledge on how others learned to elevate and differentiate their business by creating true loyalty through hospitality. I am continually fascinated to learn from others who have also achieved Tripadvisor and guest satisfaction success, longing to discover what their journey was like. What if any alternate routes they have taken on the road to Five-Star Review Success? Spoiler alert: You should not be surprised when I tell you that while every business has a different story, the steppingstones that each discovers along the way are full of parallels. There are universal truths at work. When you embrace them and put them into your daily discipline, they always bring powerful results. This is great news. It means that if you want more success at your business and more revenue at your hotel, these proven principles can work for you too! And as you will hear in our conversation, it is actually easier to inspire and empower your team than to struggle by allowing issues to fester without identifying root issues and finding creative solutions. You don’t have to be a 5-Star Hotel to deliver 5-Star hospitality and receive 5-Star reviews! That’s why I was so delighted to invite Christine Trippi for a conversation about her experience as the former General Manager of the Courtyard by Marriott Waukegan. How did Christine step in and take her struggling property from a “red zone” low-rated select service hotel to the #1 hotel out of 81 hotels in Lake County? Guess what? It’s still ranking high as #2 in Lake County, even though Christine left years ago. That’s the power of a strong culture. As long as it is maintained, the magic will linger for a long time. Here are a couple of my favorite quotes from Christine during our conversation: “Focusing on what you cannot control makes you a victim. Focusing on what you can control makes you a Viking.” “It does not matter what four walls you are in. It only matters who is inside your four walls.” - Christine Trippi, Author of Yes is the Answer. You’ll definitely want to listen in to hear more about the four things within your four walls that you can control and lots more tips and insights as Christine and I share our philosophies that any business can replicate to optimize your revenue and guest loyalty. In these challenging times when hotels and restaurants are either struggling with consumer confidence or employee shortages, it is important to note that this work that Christine and I espouse, serves not only to increase guest satisfaction and revenue goals but also develops strong, empowered, and engaged teams who are happy when they are challenged and contributing members of a successful team. If you enjoyed this episode, please like and share it with your friends and leave a review on Audible or Apple Podcasts. Never miss an episode of the Hospitality Reputation Marketing Podcast! Subscribe and discover more at https://www.adelegutman.com/ Do you have any questions about how to rank #1 in your market on Tripadvisor, Google my Business, and other Review Sites? Please be sure to send me a comment or message via adelegutman.com and we will be happy to help! Thank you so much for visiting! If you enjoyed this content, please listen, subscribe and follow us the Hospitality Reputation Marketing Podcast: Get Great Reviews on: itunes, spotify google podcasts, amazon music, acast; pocketcasts, tunein breaker and deezer. www.adelegutman.com

GM’s, DOSM’s, and HOTEL OWNERS- Listen up! Are smart operations really the same thing as smart hospitality marketing? Explore this topic along with Stuart Butler of Fuel Travel and Adele Gutman, the host of the Hospitality Reputation Marketing Podcast, Get Great Reviews. Whether you are a veteran in the industry or one of the many newly minted GMs and DOSMs out there that rose to the occasion when duty called during the past year of COVID-19, this episode is for you. My guest, Stuart Butler is the Chief Operating Officer of Fuel Travel Marketing based in South Carolina is one of the top Hospitality Marketers in the country and the host of the awarding Fuel Hospitality Marketing Podcast. Stuart and I agree the power of guest reviews is one of the most underutilized and misunderstood marketing opportunities for most hotels. “Reviews are the byproduct of how you operate,” says Stuart Butler. But they are the also foundation of your Hospitality Sales, Marketing, and Revenue success, so they require a team approach. I hope you will listen to this episode and think about how to update or initiate your reputation management strategy with full team alignment. Across the industry, we hear leaders speak about leveraging guest data. Guest feedback is guest data, yet because reputation, guest satisfaction, and guest reviews fall into both marketing and operations, often leaders feel it is not their area. For that reason, reputation is either completely ignored, it’s relegated to someone without the leadership position to truly analyze and leverage the data, and sometimes a third party is paid to make it seem as though the feedback was heard, even though it wasn’t actually dealt with at the property. Instead, let guest feedback be the spark of daily creativity and innovation at the property. Let operations and marketing embrace the voice of the guest for insights as to how to make the experience of booking and staying at the hotel easier, faster, more convenient, and absolutely more delightful. Are you wondering how to change your processes to create more loyal guests? Are you wondering what you need to change in your communications to best win new guests and manage expectations to avoid disappointment for your guests and conflict for your teams to handle? Begin deeply listening to and acting upon the feedback your guest took the time to give you. Every day is a great day to implement innovation. Just look at your reviews for friction points and ask your team to suggest small actions and creative ways to fix or soften friction points to reduce complaints. If you are a Hotel or Restaurant Owner, GM or a Director of Sales, Marketing and or Revenue, you cannot afford to be absent from this conversation with your guests and your line staff. In this podcast, we discuss using reviews, aka “The Voice of the Customer” to: Identify Friction Points Spark Innovation Inform Marketing Decisions Optimize ROI Motivate Teams Develop Future Leaders Lower Cost of Acquisition Attract New Guests Create True Loyalty Manage Expectations Create Product and Service Differentiation Elevate Perceived Value Visit https://www.adelegutman.com/ to learn more about the convergence of operations and marketing how to optimize your revenue by inspiring five-star reviews. For more from Stuart Butler, visit https://www.fueltravel.com/