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MEET ADELE

Adele Gutman 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 astonished the hotel industry by repeatedly earning the
#1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) on the Luxury Brand Report, a survey of 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.

 You don't need to be a 5-Star Hotel to deliver a 5-Star Experience and inspire 5- Star Reviews. 

With the right success coach, business leaders of any price point, and classification can learn how to empower team performance, create employee and customer loyalty, and Inspire Five Star Reviews!

Adele is also the host of the Hospitality Reputation Marketing Podcast - Get Great Reviews! Subscribe on YouTube, Spotify, Apple Podcasts, and more! 

Discussion with Adele Gutman: How Technology helps hoteliers to get five-star guest reviews
01:22:15

Discussion with Adele Gutman: How Technology helps hoteliers to get five-star guest reviews

The team members from Advanced Hospitality Technologies brings you another episode of our podcast featuring Adele Gutman, top influential leader in hospitality host of “Get Great Guest Reviews”@advhtech Discussion revolved around the guest satisfaction and how hoteliers need to change their service model to improve it. Great reviews are essential for any hotel operation and Adele Gutman shared her expertise on the matter. The growing role of #technology in the hospitality industry and its future role in shaping the industry was also explored. Adele brings her Five-star review system to table and shares her extensive experience in the #hospitalityindustry over the years. ************* CONTENT OF THIS VIDEO ************* ⏱ TIMESTAMPS ⏱ 00:00 Intro 02:01 Adele's career. 05:25 'Get Great Guest Reviews' podcast. 12:40 Getting 5-star reviews. 22:48 Tech vs human touch. 40:56 Guest expectations amidst industry changes. 1:00:22 Hospitality conferences. 1:04:59 Advice for young professionals. 1:11:08 Pet friendly hotels. 1:16:28 Inspirations & influences. *************LINKS************* Visit us at: https://www.advhtech.com/ Follow us on LinkedIn: https://www.linkedin.com/company/advanced-hospitality-technologies/ Follow us on Facebook: https://www.facebook.com/Advancedhtech Follow us on Instagram: https://www.instagram.com/advhtech/ Follow us on Twitter: https://twitter.com/advhtech Subscribe on YouTube: https://www.youtube.com/@advhtech #hoteltechreviews #fivestarguests #hospitalitytechtalk #guestreviewstrategies #adelegutmaninsights #techinhoteloperations #maximizeguestsatisfaction #hotelinnovation #guestexperiencetech #fivestarreviewtips
Avoid the most costly and common mistakes hotels often make when it comes to reviews and reputation
59:59

Avoid the most costly and common mistakes hotels often make when it comes to reviews and reputation

Tomorrow starts now with HSMAI Europe How to avoid the most costly and common mistakes hotels often make when it comes to reviews and reputation? Meet Adele Gutman Milne – Host of the Hospitality Reputation Marketing Podcast: Get Great Reviews In this interview you will meet Adele Gutman Milne. She has been honored as one of the Top 25 Most Extraordinary Minds in Sales & Marketing by the Hospitality Sales and Marketing Association International (HSMAI) for achieving unprecedented results in driving revenue through Guest Experience, Reputation Optimization, and Culture. During her tenure as Vice President of the Library Hotel Collection in New York, the brand astonished the hotel industry by repeatedly earning the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) on the Luxury Brand Report, a survey of 2.7 million annual online reviews. Every property in the collection rose to the top of their market for guest satisfaction on review sites like Tripadvisor, including the Aria Hotel Budapest who was named the #1 Hotel in the World on the 2017 Tripadvisor Travelers Choice Awards. Morderated by Martin Andersen – Commercial Director, Amerikalinjen Martin is an “out in front” leader with a proven history of adding value to any Hotel that he has worked for. As a seasoned professional with more than 14 years of hospitality experience, Martin is known for driving brand growth, maximizing operational excellence, and delivering financial performance. He most recently served as Commercial Director for Amerikalinjen located in Oslo Norway where he led branding, sales, marketing and P.R. for the property. Before that Martin led the sales efforts for two of America’s most legendary hotels as he acted as Director of Sales for The Beverly Hilton Hotel in Los Angeles California and Assistant Director of Sales for the Waldorf Astoria New York. Through his solid education and work experiences, he has always portrayed the highest level of initiative and good judgement while maintaining budgets and meeting and exceeding goals. In his current role he manages Sales, Marketing and PR for 7 Hotels in Norway, working for one of Scandinavians largest hotel brands – Nordic Hotels and Resorts. In order for you to ask questions and comment during the session, you will have to be logged in with your Google/Youtube account.
Testimonials
How to Go from Hotel Housekeeping Woes to Housekeeping Wows - Get Great Guest Reviews
36:02

How to Go from Hotel Housekeeping Woes to Housekeeping Wows - Get Great Guest Reviews

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. While many brands and hospitality associations have worked diligently to provide hotels with guidance, the volume of mixed reviews and poor reviews indicate that on-property leadership and their teams are still struggling to achieve cleanliness levels that guests consider essential. 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 hospitality housekeeping work the way it currently exists. Even when the enhanced federal unemployment support ended, hotels were disappointed that their teams still failed to return in full force to hotels. Many left for less taxing higher-paid jobs with more benefits, fewer hours, better schedules, and a better work-life balance. There has been a lot of discussion about the need to enhance the employee experience in the industry, but it makes one wonder why it takes a pandemic to make many of us in the industry start think about treating our teams with the same care and compassion we want them to give to our guests. The Hospitality Industry recently celebrated Housekeeping Week, a time when hotel leadership takes the time to show extra appreciation for our hard-working housekeeping teams, but the time has come to show appreciation to all our staff every day. Lonny Wolfe, Owner of the new company, The Art of Hospitality, is a former GM who is a shining example of how you can challenge your team every day, set the highest standards and expectations of excellence, and keep a loyal, engaged, high-performance team who stayed with the hotel year after year. The 3-Star hotel was one of the highest-guest rated hotels in Florida, thanks to an unwavering flow of five-star reviews, even throughout the crisis. We discussed: Being humble, while setting high expectations How to inspire your team How to prepare your team for a victorious day every day How to cool down an agitated guest How to build trust with your guests Creating moments and earning memories I hope you enjoy this conversation as Lonny shows hotels how to create employee and guest loyalty, starting with the hardest working people on any property, the housekeeping team. Please subscribe, like, and share with your fellow hospitality professionals! Connect with Adele: ⭐Website: https://www.adelegutman.com/ ⭐LinkedIn: https://www.linkedin.com/in/adelegutman/ ⭐ YouTube: https://www.youtube.com/channel/UCAsO1RjzCREScY9fDXuBXQA ⭐Podcast: https://pod.co/hospitality-reputation-marketing ⭐ Twitter: https://twitter.com/AdeleGutman I’m on Audible! https://www.audible.com/pd/Hospitality-Reputation-Marketing-Get-Great-Reviews-Podcast/B08JJLXSP3/ 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. www.adelegutman.com
How to Inspire Great Restaurant Reviews with Ken McGerrie and Adele Gutman
23:50

How to Inspire Great Restaurant Reviews with Ken McGerrie and Adele Gutman

Ken McGarrie, Author of the Surprise Restaurant Manager joins Adele Gutman on the Hospitality Reputation Marketing Podcast to discuss: • How to turn 1-star reviewers into loyal diners • How to inspire your restaurant team • Essential elements to your pre-shift huddle • How to build great reviews starting at the interview process Please LIKE, SHARE, and SUBSCRIBE! If you have any comments or questions for Ken McGarrie or Adele Gutman, please leave us a comment below! We are here to help! Buy the Book Here: https://www.amazon.com/The-Surprise-Restaurant-Manager/dp/B08YP1R14Y Connect with Adele: ⭐Website: https://www.adelegutman.com/ ⭐LinkedIn: https://www.linkedin.com/in/adelegutman/ ⭐Twitter: https://twitter.com/AdeleGutman ⭐Facebook: https://www.facebook.com/InspireFiveStars/ ⭐Instagram: https://www.instagram.com/inspirefivestars/ 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. www.adelegutman.com
The Leading KPI Hoteliers Need to Track Now- How to Calculate Your Hotel NPS Score
13:16

The Leading KPI Hoteliers Need to Track Now- How to Calculate Your Hotel NPS Score

Tracking Customer Satisfaction Score (CSS) can often give managers and teams a false sense of 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 team, your leadership, and hotel owners. 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. www.adelegutman.com
The Top Hospitality Marketing Tool Your Tech Stack Is Missing: Jordan Ekers Co-Founder of Nudge
33:30

The Top Hospitality Marketing Tool Your Tech Stack Is Missing: Jordan Ekers Co-Founder of Nudge

What’s in your tech stack enhancement plans this year? Contactless, AI, CRM, CRS, PMS, Revenue Management, all great tools that everyone should have and use to the fullest. But according to technology alone will not transform your business’ guest experience nor your ability to retain clients and employee’s loyalty without working to win the hearts and minds of your team. When everyone is fully engaged and aligned with your company’s mission, goals, and values, incredible financial results will follow. No, I am not talking about Reputation Management tools, although they are wonderful to have and very worthwhile. I had the pleasure of speaking with Jordan Ekers, the COO and co-founder of Nudge, an internal communication tool that can help you transform the culture of your company. Is that a Marketing tool? I say, yes! Absolutely! Your Business’ Reputation is the foundation on which to build any commercial strategy for success. Sales, Marketing, and Revenue initiatives will all be greatly impacted by the loyalty created on the strength of your Guest Experience. If you wish to inspire five stars on your guest, member, 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. www.adelegutman.com
Tripadvisor Success Story, Jamie Holmes, General Manager of the Nantucket Hotel and Resort
41:14

Tripadvisor Success Story, Jamie Holmes, General Manager of the Nantucket Hotel and Resort

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
Carlo Carroccia How French Quarter Inn Became the #1 Rated Hotel in the USA on Tripadvisor
34:42

Carlo Carroccia How French Quarter Inn Became the #1 Rated Hotel in the USA on Tripadvisor

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
  • Speaking Engagements

  • Reputation Optimization

  • Leadership Consulting

  • Executive Workshops

  • Culture Workshops

  • Communications Alignment 

Our Services

No one aspires to

spend each day
of their
life

 

doing average things
and achieving average results. 


We have a great team,

so why do we settle for ordinary?

As long as we must work, let's have some fun with it!

Let's enjoy life, and find ways to be great,
to make travelers happy,
and to achieve results

 beyond our dreams!

Library Hotel Collection Receiving the A
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