Hospitality Reputation Marketing: Get Great Reviews

Welcome back to the Hospitality Reputation Podcast. I have a holiday season gift for you. This episode is a conversation with one of my favorite Customer Experience authors, Shep Hyken.

I’ve already read Be Amazing or Go Home, and Amaze Every Customer Every Time. I’m currently reading The Cult of the Customer and The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty will be next. I highly recommend you follow Shep Hyken for continuous inspiration as well as following us here at the Hospitality Reputation Marketing Podcast: Get Great Reviews.

 In this episode we discuss:

 The success of French Laundry and Daniel, the #1, and #2, rated restaurants in America according to the 2020 Best of the Best Tripadvisor Travelers Choice Awards.

 The importance of repetition and daily devotion and excellence in every task. Every contribution to the team is critical for an organization to succeed.

 How grand gestures and empowerment create the legendary service Ritz Carlton is known for.

 How even the smallest gestures of kindness and compassion, when executed with care can leave a guest or customer with a lasting positive impression.

 How permitting teams to miss the mark on occasion without fear, also gives them the freedom to reach for the stars and achieve amazing results.

 Shep explains the philosophy, It takes one to say yes, but two to say no.

 Don’t miss this wonderful conversation with Shep Hyken and Adele Gutman Milne.

If you have any questions on how to implement a culture of caring, collaboration, and continuous improvement at your workplace, please feel free to contact us personally on the Aspire Reputation Marketing website or via LinkedIn.

If you need proof that you don’t have to be a 5-Star Hotel to deliver 5-Star service and inspire 5-Star reviews, this episode is for you.

I had the great pleasure to interview Lonny Wolfe GM of the Sun Dek Beach House, a 3-Star Beach hotel in Florida, yet it has a pure 5-Star/5-Bubble rating from the members of Tripadvisor. Only 61 of the over 3,200 hotels listed on Tripadvisor in Florida have achieved this coveted score!

Listen in and see how this GM helped the team at this modest beach house hotel win big on guest satisfaction and on getting great reviews.

Conversation with Sally Beck - General Manager of the Royal Lancaster London

“Running a good culture brings definite profits to the bottom line.”- Sally Beck, General Manager, the Royal Lancaster London

It was a great pleasure to speak with Sally Beck, the General Manager of the Royal Lancaster London, who led her team through a multiyear renovation while open and their rise from #272 to #17 (and now up to #15 as I write this) on Tripadvisor out of 1,154 hotels in London.

During our conversation, Sally shares inspiration concepts for hospitality leaders:

• Why she does not believe in SOPs for guest engagement.
• Techniques she uses to empower her team.
• How she uses an inverted pyramid management philosophy
• How she runs meeting in a way inspired by the book, Time to Think by Nancy Kline.
• Her hiring process and much more
• The cost savings in staff turnover enjoyed when you create a positive culture

A few of my favorite quotes from Sally Beck:

“Investing in Tripadvisor, understanding, and looking at those comments, it is your best advertising tool.”

" …it just generates good feelings and the guests genuinely feel it.”

“We’ve noticed the further we have gone up (on Tripadvisor)…generally our rates have gone with it.”

I hope you will find this episode with Sally Beck as inspiring as I did. Let me know your thoughts in the comments and share ways you inspire your team to deliver 5-Star experiences where you work.

Please subscribe and share with others who may find these conversations helpful!

Please join us, subscribe, and share so that we may reach more people and help everyone GET GREAT REVIEWS!

Getting great reviews begins with leadership and inspiring the best in your team. Look online and you will find many variations, the 4 E's of Leadership. the 5, the 6, the 7 and beyond. But my first guest co-host Tom Nolan, a multi-decade veteran of hospitality joined me to discuss his version of the article, which so impressed me, the 6 E’s of Leadership, where he applied this classic format to Leadership in Hospitality.

I enjoyed this conversation so much, and I hope you will too.

Thank you for joining us!

Adele