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  • Writer's pictureAdele Gutman Milne, CHBA, CHDM

2021 Highlights - Top Misconceptions on Reputation Optimization and Guest Review Management

Updated: Dec 28, 2021

Certainly, one of my favorite conversations of 2021 came when the Ingunn Hofseth, President and CEO of HSMAI Region Europe invited me to speak on their program, "Tomorrow starts Now with HSMAI Europe".

Many times the people who are earnestly trying to give helpful advice on Hospitality Reputation Management are smart and well-intended but only have a peripheral experience like providing reputation technology or only have experience in "dealing with" reviews. Rarely is the advice coming from people who actually help hotels learn how to optimize a hotel or a company's online reputation so that it can become one of the top reviewed hotels in the country or the world on Tripadvisor.

As you can imagine, what comes of this consulting are some popular theories about how to optimize a hotel's reputation that can make a small, temporary uptick but don't really deliver the life-changing results enjoyed by hoteliers that do know how to focus on what really works. That's why on my podcast, I love to interview hospitality leaders whose hotels are really at the top of the industry in terms of high guest review scores.

In my conversation with Martin Andersen, a fellow hotelier with a true passion for guest-centric hospitality, we had the chance to dispel a few common myths. We also shared a better mindset that will result in more loyal guests, elevated perceived value, and heightened profitability. Any business can achieve consistent five-star reviews if they are willing to commit to a daily discipline to improve a little every day as a team!.

I hope you enjoy the conversation!

Coming soon in 2022, my new rebranded podcast- Get Great Guest Reviews!

Thank you for being part of this important conversation. Happy holidays! Adele

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