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

Ken Patel says, "Let's Make Human Life Better!" Join Adele Gutman and Ken as they discuss how the launch of EV Hotels this Summer will innovate the Hotel Industry in ways that Guests, Hotel Workers, and Hotel Owners will love.

Larry Mogelonsky, The Hotel Mogel, 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 doing that is new or unique or different that can be applied to other hotels to either to improve revenue, improve loyalty, improve guest satisfaction, or create a new experience” “There is so much we can learn from each other so many opportunities so we can take advantage of to enhance how we operate how we live and importantly how we as hoteliers can do our job better and it represents another one of those seismic shifts which are going to change how we look at hotels, and importantly how hoteliers look at their guests.” About the Guest Forward Concept: “It’s all about you- the guest. It’s not about us. We are going to take care of you as best we can within the facility that we have. No, we haven’t put in the fastest elevators, and the world’s thickest mattresses, and the world’s largest bathrooms, because that doesn’t matter to you. Ultimately, what matters to you is, do you feel comfortable. What matters is that the guest feels good about being there and if you do that, that will be reflected in the reviews very quickly.” “The flip side is don't pay attention don't do anything don't handle reviews people start to get surly and nasty and you don't care and watch what happens to your ADR your revenue and your percent occupancy and your staff who won't be happy because guests are not happy and the spiral will spin downward very quickly.” Larry is also the Managing Director of Hotel Mogel Consulting. https://www.hotelmogel.com/about/

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.

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

Welcome 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 Reputation Marketing Podcast: Get Great Reviews. In this episode we discuss: The success of French Laundry and Daniel, the #1, and #2, rated restaurants in America according to the 2020 Best of the Best Tripadvisor Travelers Choice Awards. The importance of repetition and daily devotion and excellence in every task. Every contribution to the team is critical for an organization to succeed. How grand gestures and empowerment create the legendary service Ritz Carlton is known for. How even the smallest gestures of kindness and compassion, when executed with care can leave a guest or customer with a lasting positive impression. How permitting teams to miss the mark on occasion without fear, also gives them the freedom to reach for the stars and achieve amazing results. Shep explains the philosophy, It takes one to say yes, but two to say no. Don’t miss this wonderful conversation with Shep Hyken and Adele Gutman Milne. If you have any questions on how to implement a culture of caring, collaboration, and continuous improvement at your workplace, please feel free to contact us personally on the Aspire Reputation Marketing website or via LinkedIn.

Charlotte Purvis visit Adele Gutman on the Hospitality Reputation Marketing Podcast, Get Great Reviews, and we talk about the need for Leadership Training for Empathy as a key to Customer Satisfaction Success.

Getting 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