Larry Mogelonsky is the most prolific author on hospitality with over 1000 articles published over the last decade, and six books, including the latest two, Hotel Mogel and More Hotel Mogel, which is on my desk now, and I highly recommend it.
A few quotes from our chat:About traveling for inspiration, before Covid, Larry and his brilliant wife Maureen traveled 30% of the time and tried to visit over 35 new hotels each year.
“The goal in going to a new property any property for or from my standpoint is learning what is it that this hotel is doing that is new or unique or different that can be applied to other hotels to either to improve revenue, improve loyalty, improve guest satisfaction, or create a new experience”
“There is so much we can learn from each other so many opportunities so we can take advantage of to enhance how we operate how we live and importantly how we as hoteliers can do our job better and it represents another one of those seismic shifts which are going to change how we look at hotels, and importantly how hoteliers look at their guests.”
About the Guest Forward Concept:
“It’s all about you- the guest. It’s not about us. We are going to take care of you as best we can within the facility that we have. No, we haven’t put in the fastest elevators, and the world’s thickest mattresses, and the world’s largest bathrooms, because that doesn’t matter to you. Ultimately, what matters to you is, do you feel comfortable. What matters is that the guest feels good about being there and if you do that, that will be reflected in the reviews very quickly.”
“The flip side is don't pay attention don't do anything don't handle reviews people start to get surly and nasty and you don't care and watch what happens to your ADR your revenue and your percent occupancy and your staff who won't be happy because guests are not happy and the spiral will spin downward very quickly.”
Larry is also the Managing Director of Hotel Mogel Consulting. https://www.hotelmogel.com/about/
Adele Gutman can be reached at https://www.adelegutman.com/
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:
- Embracing Feedback
- Entrepreneurial Mindset
- Creative Problem Solving
- Service Innovation
- Product Innovation
- Process Innovation
- Social Media
- Booking Engine
- Email Communications
- 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