The Nantucket Hotel & Resort became #1 in the US on TripAdvisor - and remains year after year among the top-rated hotels by always looking for ways to learn and improve, owner Gwenn Snider and GM Jamie Holmes told Adele Gutman.

Constant learning requires constant feedback collection, and the team does this in a few ways. 

The first is through automated surveys. The team sends a survey to every guest the day they leave because immediate feedback is so important. 

On top of that, the team is trained to collect feedback in person, says GM Jamie Holmes. “We say ‘I hope you had a great stay – is there one thing we could have done better?’”

This acknowledges the good parts of the stay and provides opportunities for constant learning and improvement. 

But their process doesn’t stop with collecting feedback. One of the ways the hotel ensures a culture of excellence is by sending every review by email to every manager, Holmes, and Snider.

“If I wanted to pretend everything was always great I couldn’t for long because all my managers and the owners are reading what the customer is saying,” Holmes said. 

“We read every survey and every review,” Snider confirmed. 

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What does your process for listening and learning look like?