Sally Beck GM of the Royal Lancaster London on Get Great Reviews artwork
Hospitality Reputation Marketing: Get Great Reviews

Sally Beck GM of the Royal Lancaster London on Get Great Reviews

  • S1E2
  • 25:30
  • November 30th 2020

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!

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

Support Us