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/

The Casablanca Hotel by Library Hotel Collect has Ruled the top of the charts on Tripadvisor's hotel's in NYC by Guest Rating for over 15 years. For the full podcast notes including tips, mindsets, and resources on how to Great Reviews, sign up with your email on our website, www.adelegutman.com Please subscribe here on YouTube or if you prefer Audio only, Subscribe on Spotify, Google Podcasts, Apple Podcasts and other popular sites.

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.

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

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

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.

Adele Gutman Describes the new Tripadvisor Plus Product- ALERT- This review was done based on a 10% discount as described to me and industry experts by Tripadvisor Team. Since that time, some hoteliers have said that the minimum discount requirement was 15% which really changes things. Please do a complete analysis to determine if the 15% discount plus perks is a deal you can feel good about. If you are a hotelier and would like help to determine this, please feel free to contact me via my website, and I will help guide you through the decision-making process that works for me. There is no charge or obligation for this service. My own policy for hotels I work with is that no matter what offers we distribute, always try to ensure that the best deal is always reserved for your direct booking guests especially, your loyal regular guests. https://www.adelegutman.com/ https://pod.co/hospitality-reputation-marketing