The KPI Every Hotel Team Should Track Together and How to Calculate NPS
- S1E22
- 14:55
- August 9th 2021
Tracking Customer Satisfaction Score (CSS) can often give managers and teams a false sense security. Alternatively, tracking Your Hotel’s Net Promoter Score (NPS) can be a shocking experience. But it can also be a very rewarding experience as you identify where you are with guest loyalty and work collaboratively with your team to reduce friction and elevate delight for your guests.
In this 13-minute video, Adele Gutman explains how CSS and NPS are different, why these leading indicators matter to savvy hospitality revenue and marketing professionals, and how to track these KPIs with your team, your leadership, and hotel owners.
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
