Carlo Carroccia, GM of the #1 Rated Hotel in the USA on Tripadvisor
- S1E11
- 31:06
- February 24th 2021
Carlo Carroccia, GM of the #1 Rated Hotel in the USA on Tripadvisor
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.
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 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
