“Good isn’t good. Only great is good.”

That’s the message from Adele Gutman, who used to run sales, marketing, and revenue for The Library Collection in New York, and worked with owner Henry Kallan and their teams to achieve the incredible result of placing all 4 of their hotels in the top 4 spots of TripAdvisor’s list of hotels in New York City with the highest guest satisfaction.

In this episode, Adele shares:

* Why “good isn’t good - only great is good”

* The profitability of loyal guests

* What’s missing in too many hospitality experiences

* What defines a great brand in hospitality

* How one experience can ruin a brand’s reputation

* Her system for “reputation cultivation”

* The innovation trap

This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.hospitalitydaily.com

A few more resources:

If you're new to Hospitality Daily, start here.
You can send me a message here with questions, comments, or guest suggestions
If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Bitcoin News Roundup for March 26, 2020: Elon Musk Makes Vents