Stuart Butler and Adele Gutman on the Hospitality Reputation Podcast: Get Great Reviews
GM’s, DOSM’s, and HOTEL OWNERS- Listen up!
Are smart operations really the same thing as smart hospitality marketing?
Explore this topic along with Stuart Butler of Fuel Travel and Adele Gutman, the host of the Hospitality Reputation Marketing Podcast, Get Great Reviews.
Whether you are a veteran in the industry or one of the many newly minted GMs and DOSMs out there that rose to the occasion when duty called during the past year of COVID-19, this episode is for you.
My guest, Stuart Butler is the Chief Operating Officer of Fuel Travel Marketing based in South Carolina is one of the top Hospitality Marketers in the country and the host of the awarding Fuel Hospitality Marketing Podcast.
Stuart and I agree the power of guest reviews is one of the most underutilized and misunderstood marketing opportunities for most hotels.
“Reviews are the byproduct of how you operate,” says Stuart Butler.
But they are the also foundation of your Hospitality Sales, Marketing, and Revenue success, so they require a team approach.
I hope you will listen to this episode and think about how to update or initiate your reputation management strategy with full team alignment.
Across the industry, we hear leaders speak about leveraging guest data. Guest feedback is guest data, yet because reputation, guest satisfaction, and guest reviews fall into both marketing and operations, often leaders feel it is not their area.
For that reason, reputation is either completely ignored, it’s relegated to someone without the leadership position to truly analyze and leverage the data, and sometimes a third party is paid to make it seem as though the feedback was heard, even though it wasn’t actually dealt with at the property.
Instead, let guest feedback be the spark of daily creativity and innovation at the property.
Let operations and marketing embrace the voice of the guest for insights as to how to make the experience of booking and staying at the hotel easier, faster, more convenient, and absolutely more delightful.
Are you wondering how to change your processes to create more loyal guests? Are you wondering what you need to change in your communications to best win new guests and manage expectations to avoid disappointment for your guests and conflict for your teams to handle?
Begin deeply listening to and acting upon the feedback your guest took the time to give you.
Every day is a great day to implement innovation. Just look at your reviews for friction points and ask your team to suggest small actions and creative ways to fix or soften friction points to reduce complaints.
If you are a Hotel or Restaurant Owner, GM or a Director of Sales, Marketing and or Revenue, you cannot afford to be absent from this conversation with your guests and your line staff.
In this podcast, we discuss using reviews, aka “The Voice of the Customer” to:
Identify Friction Points
Spark Innovation
Inform Marketing Decisions
Optimize ROI
Motivate Teams
Develop Future Leaders
Lower Cost of Acquisition
Attract New Guests
Create True Loyalty
Manage Expectations
Create Product and Service Differentiation
Elevate Perceived Value
Visit https://www.adelegutman.com/ to learn more about the convergence of operations and marketing how to optimize your revenue by inspiring five-star reviews.
For more from Stuart Butler, visit https://www.fueltravel.com/