PODCAST · business
Get Great Guest Reviews
by Adele Gutman
Hello, hospitality stars! I'm Adele Gutman, a 40-year veteran of the hospitality industry and the creator of The Five-star Review System. Welcome to Get Great Guest Reviews! I created this show not only for hotel owners and hospitality leaders but for all explorers of Hospitality excellence. Those who are always ready to reach for the stars when it comes to inspiring five-star reviews, and inspiring happiness from guests, customers, members, residents, patients, and of course our own team members. Online reviews have changed the way people make buying decisions, and this is especially true when it comes to travel and experiences. To be financially successful, we need to fully utilize and empower the collective intelligence of every team member. We need to find ways our team can stay inspired and grow every day. And, we need to break down the silos between sales, marketing, revenue, and guest experience and operations. Only by working as one team, focused on an inspirational v
Episodes
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Are Sub-Optimal Reviews Sabotaging Your Hotel Marketing ROI?
Stephanie Sparks Smith is CEO and Digital Matriarch at Cogwheel Marketing™️ and partner and consultant at Cayuga Hospitality Consultants. Her agency focuses on helping hotel owners and management companies drive incremental exposure and revenue to their websites and online channels through hotel...
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Every Week is Housekeeping Week with Lonny Wolfe and the Art of Housekeeping
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…
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Mother-Daughter Hotel Owner Duo Inspire 90% 5-Star Reviews at the Saratoga Arms Hotel
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…
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How to Rank #1 in the USA on Tripadvisor with the General Manager of the Perry Lane Hotel Savannah
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 Matthew Douzuk,...
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Alain Negueloua Shares His Secrets for Consistent 5-Star Reviews at Bardessono Hotel & Spa of Remington Hospitality
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...
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Dr. Peter Ricci, Champion for the Revolution of Progress and Flexibility in Hospitality Leadership
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...
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Raul Moronta, CCO of Remington Hotels talks about Brand Performance: Mission, Action with Intent, and Guest Satisfaction
I am so excited to share with you my recent discussion with Raul Moronta, Chief Commercial Officer of Remington Hotels 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...
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9 Reasons Hoteliers Need to Make Reputation and Guest Feedback Your Super Power for Revenue Results
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.…
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Carlo Carroccia, award-winning hotel manager, shares the process for phenomenal guest experiences
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...
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10 Dos & Don'ts to Cultivate Consumer Confidence with Skilled Management Responses to Bad Reviews
Leadership in Action is Essential for Cultivating Consumer Confidence. Albert Einstein famously said, "Intellectuals solve problems; geniuses prevent them." I love the wisdom in that quote! My hospitality spin on this quote would be: Good hotels deal with problems. Great hotels fix problems. The...
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3 Skills Hotel Teams Need to Master to Get Great Guest Reviews
Have you ever been offered a complimentary night after reporting an issue to a hotel? It happened to me a couple of times when I was totally shocked by the offer. I wasn't expecting to be offered a comp night; I wasn't asking for it, and it had never even crossed my mind. To my surprise, when the...
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The 1 Thing Every Hospitality Pro Needs to Know to Inspire 5-Star Reviews for Their Hotel or Restaurant.
What's the one thing everyone in hospitality needs to know to inspire 5-Star Reviews? Adele Gutman is known for having exceptional results in leading her hotels to the top guest review success in their market, city, state, country, and, yes, even the world. There is a multitude of concepts that...
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Simple Collaboration Create Big Results for Guest Experience Scores
There 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…
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The Relationship of Reputation, Reviews and Revenue for Hotels
Welcome to Get Great Guest Reviews! In this week's episode, Christoph Hütter, the non-traditional revenue manager, joins me to discuss the Revenue generating impact of excellence in Reputation, Reviews, and the Guest Experience. Revenue Managers, General Managers, and Hotel Owners, you will want…
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7 Practices to Stop Now if You Want Guests to Love Your Hotels
"Would You Treat Your Mama Like That?" Are your mission statement and guiding principles filled with words like honesty, integrity, trust, relationships, caring, and transparency? Of course, they are! We are hospitality! Our quest for excellence requires reflection and self-examination to ensure…
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Technology, Humanity, and the Guest Experience
I'll be bold and just say it. Technology without humanity cannot resolve the Guest Expectation vs Guest Experience gap that so many businesses are facing today. Technology is a tool. It's just a tool. But in the hands of compassionate people who feel inspired, empowered, and encouraged by their...
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5 Common Mistakes to Avoid When Responding to Negative Reviews
Throughout the world, there are many hoteliers who are hard at work doing their best to "do Reputation Management". These hoteliers are reading articles and getting tips from friends, suppliers, or consultants on how to do it right. But are the industry standards really working? Many of the...
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Master the Art of the Management Response. 5 Thing to do Before You Start Writing
American Industrialist and Innovator Henry Ford famously said, "You can't build a reputation on what you are going to do." I find this quote so practical and useful when thinking about hospitality reputation cultivation and responding to negative reviews. That's because it's important to know…
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Upgrade Your Mindset to Unleash Your Business Success
Welcome to Get Great Guest Reviews! I hope you enjoy the podcast and the accompanying article. Each episode is designed to help everyone move forward on their journey towards progressively heightened levels of guest loyalty and delight as well as employee engagement and growth. Please be sure to...
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Developing Your Reputation for Excellence- with Nick Faitos of Starbright Floral Design
Reputation Cultivation isn't essential only for hotels, restaurants, and supporting industries; it is mission-critical for all service professionals. Our businesses grow as we build relationships that are based on integrity, authenticity, trust, and of course, as we create those wow moments that...
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A Masterclass in Tripadvisor Success: Sally Beck, GM of the Royal Lancaster, the #3 Hotel in the UK
Welcome to Get Great Guest Reviews! If you are a hotel manager, owner, or hospitality professional who would love to see a sunshower of 5-Star reviews coming your way every day, year after year, do yourself a favor and subscribe to this podcast! The next 20 minutes are going to be packed with the...
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Why Isn't My Reputation Management Program Making Impact, and other Reputation Questions from Hoteliers
Nearly everyone in the business today understands that a company's reputation and customer reviews have a direct impact on revenue results. That's especially true in the hotel business where we are selling experiences and there's a lot of competition. Delivering five-star review-worthy stays is a...
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Authentic Hospitality -Julian Star Award-winning General Manager, Craig Poole
Last year, in 2021, I cherished a few conversations of my podcast conversations so much, that I have to revisit them. I feel this conversation is a timeless gift, whether you are an experienced hospitality leader, a brand new general manager or if you aspire to be a great general manager someday....
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The Confetti Culture Playbook Author and Hotel General Manager, James Furguson.
One of the best ways to cultivate enthusiastic 5-Star reviews is to create a culture of enthusiasm for hospitality and collaborative, creative problem-solving at your hotel. I'm excited to speak today with Hotel General Manager, James Ferguson, who is the author of the new book, The Confetti...
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Create a Culture Where Teams Can Thrive: Emotional Self Mastery Author, Cheryl C. Jones
Welcome to Get Great Guest Reviews! In our last episode, I invited a hotel owner, Robert Rauch to share with me his perspective on what general managers and hotel owners can do to support their teams and lead them through this transition as we as an industry work to recover from the repercussions...
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Shifting Culture and Social Proof as a Path to Recovery: With the Hotel Guru, Robert Rauch, Hotel Owner
As the hospitality industry is still dealing with supply issues, staffing issues, as well as heightened inflation, inflated guest expectations, and emotional stress. In this episode, Adele Gutman speaks with the Hotel Guru, Robert Rauch talk about how hotel owners and general managers can use...
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Hospitality From Within with Author Sarah Dandashy
Sarah Dandashy is the hospitality industry's Golden Girl, so smart, funny, exceptionally hard-working, elegant, relentlessly kind and helpful, and full of love for our industry. It is no wonder that her new book is titled, Hospitality From Within, and is filled with heartfelt and unpretentious…
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The Impact of Guest Reviews on Hotel Sales Success: Amy Infante Shares What Hoteliers Need to Know
The success of Hotel Directors of Sales and Sales Managers is highly impacted by reputation, including word of mouth, online reviews, and other social media user-generated content. In episode 8 of Get Great Guest Reviews, the Podcast, Hospitality Sales expert, Amy Infante, Founder, and CEO of…
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Leadership and the Employee Experience to Guest Experience Connection with Jill Raff & Adele Gutman
Do Happy Employees = Happy Guests or is it Vice Versa? EX2CX Excpert Jill Raff and Adele Gutman talk it out! Outside of location and price, the Guest Experience is the most important differentiator in choosing a hotel. In fact, it is so important that many travel decision-makers are willing to…
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GX Success Story: Tips From the #1 B&B in the World on Tripadvisor, owner Andy Banner-Price
What happens when a Customer Experience professional and his partner decide to open a business together with a great love for entertaining but no professional hospitality background? A whole lot of hard work, and steep learning curve, and a world of on-the-job training, leads, in the end, to...
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The Simple Way to Implement Innovation at Your Hotel or Restaurant
Hardly a day goes by that I don't hear someone say that the hospitality industry is famously slow on embracing technology or innovation. But not every innovation has to be done on a grand scale. When it comes to Customer Experience, it's the little things that can make the biggest impact. Yes, we...
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Guest Experience Evangelist Josh Liebman talks with Adele Gutman
What happens when you put two Guest Experience Evangelists together? A lot of passion and laughter, and some great advice that anyone can put to work to elevate their business guest loyalty and online reputation to attract new customers like a magnet. Josh Liebman's 16-year background in...
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Winning Digital Customers with Author, Howard Tiersky
The Greek philosopher Heraclitus was known to say, "change is the only constant in life." Organizations that embrace change as the natural state of being will have the best chance to successfully stay ahead of the curve as the needs and desires of our customers continue to shift. Yet, while…
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Fix What's Not Working- Five Star Service Recovery with Adele Gutman
Is your service recovery goal to earn one customer for life or is it to earn 1,000+ customers for life? As long as we are humans serving humans, it's inevitable that things will sometimes go wrong in business. Even in the hospitality industry when we focused on our hotel and restaurant guests and...
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Want to Get More Five Star Guest Reviews? Here's where to start- with Adele Gutman
Every business must already have satisfied customers to keep the doors open, but not every business enjoys the benefits of loyalty, new customer referrals, and increased perceived value that a stellar reputation provides. In this episode, Adele Gutman, the authority on hospitality reputation...
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ABOUT THIS SHOW
Hello, hospitality stars! I'm Adele Gutman, a 40-year veteran of the hospitality industry and the creator of The Five-star Review System. Welcome to Get Great Guest Reviews! I created this show not only for hotel owners and hospitality leaders but for all explorers of Hospitality excellence. Those who are always ready to reach for the stars when it comes to inspiring five-star reviews, and inspiring happiness from guests, customers, members, residents, patients, and of course our own team members. Online reviews have changed the way people make buying decisions, and this is especially true when it comes to travel and experiences. To be financially successful, we need to fully utilize and empower the collective intelligence of every team member. We need to find ways our team can stay inspired and grow every day. And, we need to break down the silos between sales, marketing, revenue, and guest experience and operations. Only by working as one team, focused on an inspirational v
HOSTED BY
Adele Gutman
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Frequently Asked Questions
How many episodes does Get Great Guest Reviews have?
Get Great Guest Reviews currently has 36 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Get Great Guest Reviews about?
Hello, hospitality stars! I'm Adele Gutman, a 40-year veteran of the hospitality industry and the creator of The Five-star Review System. Welcome to Get Great Guest Reviews! I created this show not only for hotel owners and hospitality leaders but for all explorers of Hospitality excellence. Those...
How often does Get Great Guest Reviews release new episodes?
Get Great Guest Reviews has 36 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Get Great Guest Reviews?
You can listen to Get Great Guest Reviews on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Get Great Guest Reviews?
Get Great Guest Reviews is created and hosted by Adele Gutman.
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