The Art of Housekeeping owner, Lonny Wolfe returns to our podcast with powerful words of advice for hoteliers challenged with mixed reviews due to housekeeping issues. Just as COVID-19 increased the need to inspire trust with travelers on our cleanliness and hygiene practices, the industry was thrown into a second crisis- how to hire and retain sufficient housekeeping staff. While many brands and hospitality associations have worked diligently to provide hotels with guidance, the volume of mixed reviews and poor reviews indicate that on-property leadership and their teams are still struggling to achieve cleanliness levels that guests consider essential. The world may refer to “The Great Resignation”, but in the case of our industry, it was simply a lack of desire to return back to hospitality housekeeping work the way it currently exists. Even when the enhanced federal unemployment support ended, hotels were disappointed that their teams still failed to return in full force to hotels. Many left for less taxing higher-paid jobs with more benefits, fewer hours, better schedules, and a better work-life balance. There has been a lot of discussion about the need to enhance the employee experience in the industry, but it makes one wonder why it takes a pandemic to make many of us in the industry start think about treating our teams with the same care and compassion we want them to give to our guests. The Hospitality Industry recently celebrated Housekeeping Week, a time when hotel leadership takes the time to show extra appreciation for our hard-working housekeeping teams, but the time has come to show appreciation to all our staff every day. Lonny Wolfe, Owner of the new company, The Art of Hospitality, is a former GM who is a shining example of how you can challenge your team every day, set the highest standards and expectations of excellence, and keep a loyal, engaged, high-performance team who stayed with the hotel year after year. The 3-Star hotel was one of the highest-guest rated hotels in Florida, thanks to an unwavering flow of five-star reviews, even throughout the crisis. We discussed: Being humble, while setting high expectations How to inspire your team How to prepare your team for a victorious day every day How to cool down an agitated guest How to build trust with your guests Creating moments and earning memories I hope you enjoy this conversation as Lonny shows hotels how to create employee and guest loyalty, starting with the hardest working people on any property, the housekeeping team. Please subscribe, like, and share with your fellow hospitality professionals! Connect with Adele: ⭐Website: https://www.adelegutman.com/ ⭐LinkedIn: https://www.linkedin.com/in/adelegutman/ ⭐ YouTube: https://www.youtube.com/channel/UCAsO1RjzCREScY9fDXuBXQA ⭐Podcast: https://pod.co/hospitality-reputation-marketing ⭐ Twitter: https://twitter.com/AdeleGutman I’m on Audible! https://www.audible.com/pd/Hospitality-Reputation-Marketing-Get-Great-Reviews-Podcast/B08JJLXSP3/ If you wish to inspire five stars on your guest, customer, or patient reviews, this is the podcast for you. You will find inspiration from a variety of experts including those who have actually led the industry by achieving astonishing results. Adele Gutman Milne is the foremost authority on hospitality reputation marketing having created a Five Star Review System that helped her hotels achieve the highest level of guest satisfaction in the industry. Adele Gutman has been honored as one of the Top 25 Extraordinary Minds in Sales & Marketing and Revenue by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Optimization. As the Vice President of the Library Hotel Collection, the small chain raised the bar and achieved the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) a survey of over 2.7 million annual online reviews. Now, Adele is available to helping hoteliers, healthcare professionals, and all service industries implement the award-winning Five Star Review System she developed over decades in hospitality. www.adelegutman.com

Ken McGarrie, Author of the Surprise Restaurant Manager joins Adele Gutman on the Hospitality Reputation Marketing Podcast to discuss: • How to turn 1-star reviewers into loyal diners • How to inspire your restaurant team • Essential elements to your pre-shift huddle • How to build great reviews starting at the interview process Please LIKE, SHARE, and SUBSCRIBE! If you have any comments or questions for Ken McGarrie or Adele Gutman, please leave us a comment below! We are here to help! Buy the Book Here: https://www.amazon.com/The-Surprise-Restaurant-Manager/dp/B08YP1R14Y Connect with Adele: ⭐Website: https://www.adelegutman.com/ ⭐LinkedIn: https://www.linkedin.com/in/adelegutman/ ⭐Twitter: https://twitter.com/AdeleGutman ⭐Facebook: https://www.facebook.com/InspireFiveStars/ ⭐Instagram: https://www.instagram.com/inspirefivestars/ If you wish to inspire five stars on your guest, customer, or patient reviews, this is the podcast for you. You will find inspiration from a variety of experts including those who have actually led the industry by achieving astonishing results. Adele Gutman Milne is the foremost authority on hospitality reputation marketing having created a Five Star Review System that helped her hotels achieve the highest level of guest satisfaction in the industry. Adele Gutman has been honored as one of the Top 25 Extraordinary Minds in Sales & Marketing and Revenue by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Optimization. As the Vice President of the Library Hotel Collection, the small chain raised the bar and achieved the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) a survey of over 2.7 million annual online reviews. Now, Adele is available to helping hoteliers, healthcare professionals, and all service industries implement the award-winning Five Star Review System she developed over decades in hospitality. www.adelegutman.com

Tracking Customer Satisfaction Score (CSS) can often give managers and teams a false sense of security. Alternatively, tracking Your Hotel’s Net Promoter Score (NPS) can be a shocking experience. But it can also be a very rewarding experience as you identify where you are with guest loyalty and work collaboratively with your team to reduce friction and elevate delight for your guests. In this 13-minute video, Adele Gutman explains how CSS and NPS are different, why these leading indicators matter to savvy hospitality revenue and marketing professionals, and how to track these KPIs with your team, your leadership, and hotel owners. If you wish to inspire five stars on your guest, customer, or patient reviews, this is the podcast for you. You will find inspiration from a variety of experts including those who have actually led the industry by achieving astonishing results. Adele Gutman Milne is the foremost authority on hospitality reputation marketing having created a Five Star Review System that helped her hotels achieve the highest level of guest satisfaction in the industry. Adele Gutman has been honored as one of the Top 25 Extraordinary Minds in Sales & Marketing and Revenue by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Optimization. As the Vice President of the Library Hotel Collection, the small chain raised the bar and achieved the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) a survey of over 2.7 million annual online reviews. Now, Adele is available to helping hoteliers, healthcare professionals, and all service industries implement the award-winning Five Star Review System she developed over decades in hospitality. www.adelegutman.com

What’s in your tech stack enhancement plans this year? Contactless, AI, CRM, CRS, PMS, Revenue Management, all great tools that everyone should have and use to the fullest. But according to technology alone will not transform your business’ guest experience nor your ability to retain clients and employee’s loyalty without working to win the hearts and minds of your team. When everyone is fully engaged and aligned with your company’s mission, goals, and values, incredible financial results will follow. No, I am not talking about Reputation Management tools, although they are wonderful to have and very worthwhile. I had the pleasure of speaking with Jordan Ekers, the COO and co-founder of Nudge, an internal communication tool that can help you transform the culture of your company. Is that a Marketing tool? I say, yes! Absolutely! Your Business’ Reputation is the foundation on which to build any commercial strategy for success. Sales, Marketing, and Revenue initiatives will all be greatly impacted by the loyalty created on the strength of your Guest Experience. If you wish to inspire five stars on your guest, member, customer, or patient reviews, this is the podcast for you. You will find inspiration from a variety of experts including those who have actually led the industry by achieving astonishing results. Adele Gutman Milne is the foremost authority on hospitality reputation marketing having created a Five Star Review System that helped her hotels achieve the highest level of guest satisfaction in the industry. Adele Gutman has been honored as one of the Top 25 Extraordinary Minds in Sales & Marketing and Revenue by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Optimization. As the Vice President of the Library Hotel Collection, the small chain raised the bar and achieved the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) a survey of over 2.7 million annual online reviews. Now, Adele is available to helping hoteliers, healthcare professionals, and all service industries implement the award-winning Five Star Review System she developed over decades in hospitality. www.adelegutman.com

If you want a fantastic example of how hospitality leadership and the highest standards for guest experience excellence can produce more revenue, more return visits, and more five-star reviews, you won’t find a better example than in the story of Craig Poole, AHLA General Manager of the year and President of Reading Hospitality Management - Doubletree by Hilton. Hear how Craig took a distressed hotel in one of the poorest, most crime-filled cities in Pennsylvania, hired nearly 200 people, many with no experience and no exposure to what service and hospitality looks like. He looked for people who felt hope for the city and the joy of hospitality in their hearts and gave them a chance to build something amazing together that would change people’s lives in the city of Reading. Even ex-felons were given a second chance to turn their lives around for themselves, their families, and their community. Now The Doubletree by Hilton in Reading, Pennsylvania is not only the top-rated Doubletree in the world with a perfect 5-Bubble review score on Tripadvisor, but it also is one of the highest-rated hotels on Tripadvisor in the entire state, and comfortably selling at rates $50 a night its competition.

It’s time for Part Two of the Nantucket Hotel and Resort interviews! In our last episode, we had a thought-provoking conversation with Gwenn Snider, the owner of Little Gem Resorts, including the Nantucket Hotel and Resort, a hotel distinguished for year after year, topping the Top 25 Best of the Best Hotels in the US on the Tripadvisor Travelers Choice Awards. This time, I was honored to have the opportunity to speak with the hotel’s extraordinary General Manager, Jamie Holmes. Jamie shared with me many insights on how his winning team keeps their guest satisfaction so high, by thinking as a team, working as a team, and even focusing on guest reviews as a team. If you are a hotel manager or aspire to be a great hospitality leader someday, you will not want to miss a single word of this episode of the Hospitality Reputation Marketing Podcast, Get Great Reviews. If you wish to inspire five stars on your guest, customer, or patient reviews, this is the podcast for you. You will find inspiration from a variety of experts including those who have actually led the industry by achieving astonishing results. Adele Gutman Milne is the foremost authority on hospitality reputation marketing having created a Five Star Review System that helped her hotels achieve the highest level of guest satisfaction in the industry. Adele Gutman has been honored as one of the Top 25 Extraordinary Minds in Sales & Marketing and Revenue by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Optimization. As the Vice President of the Library Hotel Collection, the small chain raised the bar and achieved the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) a survey of over 2.7 million annual online reviews. Now, Adele is available to helping hoteliers, healthcare professionals, and all service industries implement the award-winning Five Star Review System she developed over decades in hospitality. https://www.adelegutman.com/ www.adelegutman.com

Prefer AudioFrench Quarter Inn: 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. French Quarter Inn: https://fqicharleston.com/ https://www.linkedin.com/in/carlo-carroccia-cha-60086814/ Connect with Adele Gutman: https://www.linkedin.com/in/adelegutman/ if you would like a personal coaching program to learn how to consistently inspire five-star reviews and outshine the competition! For more winning mindset, tips, and strategies sign up for the newsletter: https://www.adelegutman.com/ If you prefer audio, subscribe to the podcast here: https://pod.co/hospitality-reputation-marketing

Sally Beck, the Award Winning General Manager of the Royal Lancaster London share her insights and how she lead her hotel from their #272 rank on Tripadvisor all the way to 17. It's an astonishing climb and I am sure you will find her story inspiring.