Simple Collaboration Create Big Results for Guest Experience Scores
Release Date: 08/07/2022
Are Sub-Optimal Reviews Sabotaging Your Hotel Marketing ROI?
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is CEO and Digital Matriarch at ™️ and partner and consultant at . Her agency focuses on helping hotel owners and management companies drive incremental exposure and revenue to their websites and online channels through hotel digital marketing and advertising. I recently had the pleasure of talking with Stephanie about her perspective on the impact of guest reviews on marketing. Please listen, and share your feedback and if you enjoy the program, please share with your friends and your associates. Sharing and talking about podcasts with your team is a simple and affordable way to develop...
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Bringing Hospitality to Healthcare to Elevate the Patient Experience with Peter Yesawich
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Every Week is Housekeeping Week with Lonny Wolfe and the Art of Housekeeping
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Happy Housekeeping Week, Hospitality Stars! Please enjoy this episode of Get Great Guest Reviews with our guest, Lonny Wolfe of The Art of Housekeeping. Lonny shared some ideas on what he does this week and every week, the infuse the spirit of Housekeeping week into the way he works to support his teams every day. Lonny and I know that supporting your team to present a sparkling-clean property is absolutely essential to inspiring five-star reviews and the guest loyalty that comes with it. According to Bain and Company, as reported by Harvard Business Review, it costs 25 times more to attract a...
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Mother-Daughter Hotel Owner Duo Inspire 90% 5-Star Reviews at the Saratoga Arms Hotel
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When your guests shower your hotel, motel, B&B, restaurant, or vacation rental in 5-star reviews, your guests will do so much of the marketing for you, making your business more visible online, and more enticing by elevating the perceived value of the unique experience you offer. Today, let’s learn from Kathleen and Amy Smith, who are phenomenal hoteliers and hospitality reputation cultivation experts! Kathleen and Amy own and operate the #1 hotel on Tripadvisor in Saratoga Springs, the Saratoga Arms Hotel, which is celebrating its 25th year in business. Congratulations...
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How to Rank #1 in the USA on Tripadvisor with the General Manager of the Perry Lane Hotel Savannah
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Did you ever dream that your hotel, restaurant, or attraction could be ranked #1 in the USA? Well, dreams do come true when you commit to a proven plan for success. Consistency, Culture, Communication, Collaboration, and Celebration are just the start of these Inspiring Tips from , General Manager of the in Savannah, ranked as the # If you are looking for the path to astonishing results in loyalty, passion, and enthusiasm among your associates and your guests, I promise you if you put these concepts to work at your hotel, restaurant, or any service industry...
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Alain Negueloua Shares His Secrets for Consistent 5-Star Reviews at Bardessono Hotel & Spa of Remington Hospitality
Get Great Guest Reviews
If you want to learn the inside scoop from a General Manager of a highly rated hotel as to what it actually takes to help a hotel’s team inspire consistent Five Star Reviews from guests, this is the podcast for you! The Bardessono Hotel and Spa in Yountville, California, managed by Remington Hospitality, boasts a stellar 5 out of 5 Stars on Tripadvisor and Google, 9.1 out of 10 on Booking.com and 9.6 out of 10 on Expedia, not to mention some stunning ratings from travel guides and international publications. I had the pleasure of chatting with Alain Negueloua, the Vice President and General...
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Dr. Peter Ricci, Champion for the Revolution of Progress and Flexibility in Hospitality Leadership
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Dr. Peter Ricci has been honored as a Hospitality Hero and a Top 25 Minds by HSMAI and a Global Top 100 Most Power Leaders and Thirty Most Influential Educators in Hospitality by International Hospitality Institute. Undoubtedly, Peter is one of the most influential leaders in our industry. He deserves all these honors and more for applying his unrelenting yet loving, gentle pressure on the industry to move the culture forward in a more positive and richly rewarding direction. As Clinical Professor and Director of Hospitality and Tourism for Florida Atlantic University, Dr. Peter Ricci has his...
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Raul Moronta, CCO of Remington Hotels talks about Brand Performance: Mission, Action with Intent, and Guest Satisfaction
Get Great Guest Reviews
I am so excited to share with you my recent discussion with , Chief Commercial Officer of as we talk about Brand Performance: Mission, Action with Intent, and Guest Satisfaction. Ask most travelers, and you are likely to hear about the lowering of hospitality and service excellence since the devastating impact of COVID. In fact, most consumers would say that customer service in all industries has taken a severe tumble. But counter to the trend, in the past year or so, Remington Hotels has been dramatically elevating its brand performance and loyalty across its diverse portfolio of 120 hotels...
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9 Reasons Hoteliers Need to Make Reputation and Guest Feedback Your Super Power for Revenue Results
Get Great Guest Reviews
Welcome Back to Get Great Guest Reviews, Season 2! Recently, on LinkedIn, there was a poll asking what hotel general managers and hospitality professionals care most about and want to see content on. As I recall, Trends in the Industry, Technology, and Revenue Management were all popular. However, Reputation and Social Media were combined and still came out at the bottom of the list, with only 2% of hospitality professionals showing any interest. Say it isn’t so! I took this surprising information as an opportunity to start our new season of podcasts with why...
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Carlo Carroccia, award-winning hotel manager, shares the process for phenomenal guest experiences
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Did you know that there are over 130 000 hotels in the USA? I consider myself fortunate that three of the four hotels I worked with at Library Hotel Collection were rated among the top 25 hotels in the USA on the Best of the Best, Tripadvisor's Travelers Choice Awards, and the fourth one was followed very closely behind. The people whose hotels rank among the top guest-reviewed hotels in the country are all part of a very fortunate group of hoteliers who have discovered and implemented the secrets to what it takes to make guests happy. The guests are so happy they can’t help themselves from...
info_outlineThere was a recent article in the Harvard Business Review - Future-Proofing Businesses with Modern Customer Engagement, written by Karen Peacock, the Chief Executive Officer of Intercom.
44% of respondents, hundreds of Harvard Business Review readers, indicated that a lack of collaboration and the constrictions of information silos at work are the top impediments to successful customer engagement at their company. The second obstacle at 32% of responses was the failure to share customer insight data throughout the company.
This insight hits close to home for me. I feel that a lack of collaboration and lack of sharing guest feedback are two of the top impediments to solving customer problems. That's how we limit our customer satisfaction success. If we coupled collaboration with leadership, fostering shared personal and company-wide intentions to embrace positive change, we would easily create more five-star guest experiences.
Please listen to the podcast. I want to share what I think is a terrific little story of something that just happened to me at a hotel this week that demonstrates how easy it can be to break through these obstacles and start delivering better experiences at a hotel or any business.
I will also share several tips on how you can begin today to initiate simple yet effective communications to transform the guest experience.
If you would like some help implementing these ideas, please reach out to me.
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Thank you for listening!
If you found value in this discussion, it would mean the world to us to have you as a subscriber and share this with anyone you know who might benefit from Get Great Guest Reviews the Podcast!
Have a great week, and keep reaching for the stars! ⭐⭐⭐⭐⭐
Adele
Link to the Article in HBR: https://hbr.org/sponsored/2022/07/future-proofing-businesses-with-modern-customer-engagement