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Hospitality Reputation Marketing: Get Great Reviews

How to Turn Around a Struggling Hotel on the Hospitality Reputation Marketing Podcast

  • S1E15
  • 44:45
  • April 29th 2021

How to Turn Around a Struggling Hotel- with Christine Trippi and Adele Gutman

This is Adele Gutman, your host of the Hospitality Reputation Podcast, Get Great Reviews, and I can’t tell you how much I enjoyed this conversation with my guest, Christine Trippi.

As a former Vice President of Sales, Marketing and Revenue, I have personally experienced extraordinary success with helping hotel managers achieve astonishing revenue results by focusing on reviews and guest satisfaction. Yet even after being recognized by Tripadvisor as having the #1 hotel in the world and some of the top hotels in the USA on Tripadvisor, and by ReviewPro as having the highest rated luxury brand in the world, I am still seeking knowledge on how others learned to elevate and differentiate their business by creating true loyalty through hospitality.

I am continually fascinated to learn from others who have also achieved Tripadvisor and guest satisfaction success, longing to discover what their journey was like. What if any alternate routes they have they taken on the road to Five-Star Review Success?

Spoiler alert: You should not be surprised when I tell you that while every business has a different story, the steppingstones that each discovers along the way are full of parallels. There are universal truths at work. When you embrace them and put them into your daily discipline, they always bring powerful results.

This is great news. It means that if you want more success at your business, and more revenue at your hotel, these proven principles can work for you too!

And as you will hear in our conversation, it is actually easier to inspire and empower your team than to struggle by allowing issues to fester without identifying root issues and finding creative solutions.

You don’t have to be a 5-Star Hotel to deliver 5-Star hospitality and receive 5-Star reviews!

That’s why I was so delighted to invite Christine Trippi for a conversation about her experience as the former General Manager of the Courtyard by Marriott Waukegan. How did Christine step in and take her struggling property from a “red zone” low-rated select service hotel to the #1 hotel out of 81 hotels in Lake County? Guess what? It’s still ranking high as #2 in Lake County, even though Christine left years ago. That’s the power of a strong culture. As long as it is maintained, the magic will linger for a long time.

Here are a couple of my favorite quotes from our Christine during our conversation.

“Focusing on what you cannot control makes you a victim. Focusing on what you can control makes you a Viking.”

“It does not matter what four walls you are in. It only matters who is inside your four walls.”

- Christine Trippi, Author of Yes is the Answer.

You’ll definitely want to listen in to hear more about the four things within your four walls that you can control and lots more tips and insights as Christine and I share our philosophies that any business can replicate to optimize your revenue and guest loyalty.

In these challenging times when hotels and restaurants are either struggling with consumer confidence or employee shortages, it is important to note that this work that Christine and I espouse, serves not only to increase guest satisfaction and revenue goals but also develops strong, empowered, and engaged teams who are happy when they are challenged and contributing members of a successful team.

If you enjoyed this episode, please like and share it with your friends and leave a review on Audible or Apple Podcasts.

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Do you have any questions about how to rank #1 in your market on Tripadvisor, Google my Business, and other Review Sites?

Please be sure to send me a comment or message via and we will be happy to help!

Get Great Reviews! The Hospitality Reputation Marketing Podcast

Welcome to the Hospitality Reputation Marketing Podcast: Get Great Reviews! with Adele Gutman

Adele Gutman's mission is to help hotels, restaurants, and all businesses leverage guest feedback to optimize team performance, create true loyalty, and drive revenue.

A stellar online reputation should never be a footnote to a marketing plan, but should instead take the lead as the foundation of all sales, marketing, and revenue success.

Each week or two, we will spend 20 minutes or more exploring proven best practices, mindsets, techniques, tips, and tools that drive revenue and loyalty businesses, by consistently inspiring 5-Star reviews.

Great reviews are simply an indicator of an agile, guest-centric, well-run business, so we will meet with an array of successful hospitality leaders as we delve into a wide range of topics including:

  • Leadership
  • Branding
  • Culture
  • Communication
  • Compassion
  • Embracing Feedback
  • Entrepreneurial Mindset
  • Empowerment
  • Teamwork
  • Creative Problem Solving
  • Coaching
  • Hiring
  • Inspiring
  • Training
  • Humility
  • Authenticity
  • Service Innovation
  • Product Innovation
  • Process Innovation
  • Social Media
  • Websites
  • Booking Engine
  • Email Communications
  • Reservations
  • Responding to Reviews and so much more! 

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

Adele Gutman Milne, CHBA, CHDM avatar
Adele Gutman Milne, CHBA, CHDM
Host, Speaker, Coach, and Five Star Review Expert

Adele Gutman has been honored as one of the Top 25 Most Extraordinary Minds in Sales & Marketing by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Cultivation. Adele is also a former HSMAI Marketing Advisory Board Member.

 During her tenure as Vice President of the Library Hotel Collection, the brand astonished the hotel industry by repeatedly earning the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% Guest Satisfaction rating on the Luxury Brand Report, a ReviewPro survey of 2.7 million annual online reviews.

Every property Adele worked with rose to the top of their market for guest satisfaction on review sites like Tripadvisor, including the Aria Hotel Budapest who was named the #1 Hotel in the World on the 2017 Tripadvisor Travelers Choice Awards.

 Now, Adele is happily helping more business managers from all industries from hospitality to healthcare to implement the award-winning, proven methodology she developed over decades, the Five Star Review System.

In this podcast, we will explore together how business leaders from around the world have successfully empowered their teams to deliver the 5-Star service which consistently inspires 5-Star reviews. @inspirefivestars

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