• Adele Gutman Milne, CHBA, CHDM

Carlo Carroccia, GM of the #1 Hotel in America 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 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.


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