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  • Writer's pictureAdele Gutman Milne, CHBA, CHDM

How to Turn Around a Struggling Hotel- with Christine Trippi and Adele Gutman

Updated: Jun 18, 2021

Greetings, Hospitality Stars! Welcome from Adele Gutman, your host of the Hospitality Reputation Podcast, Get Great Reviews! I can’t tell you how much I enjoyed this conversation with my guest, Christine Trippi, and I am sure you are going to feel energized by this conversation.

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? And 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.

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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 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:

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