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Today, a hospitality leader who took her hotel collection to the top of TripAdvisor’s global rankings reveals how she built a culture of problem-solving that delighted guests and cultivated an empowered, thriving workforce.
Adele Gutman
Today, we’re learning from Adele Gutman, a culture and guest experience consultant who was previously the Vice President of Sales, Marketing, and Revenue at The Library Hotel Collection.
The Big Idea: Operating in reaction mode keeps you stuck—build a culture of problem solvers to move forward.
Why it Matters: Preventing problems is the foundation of sustainable success in hospitality. By addressing issues proactively and learning from guest feedback, hotels can achieve more five-star reviews, driving higher visibility, stronger loyalty, and increased revenue while cutting down on costly customer acquisition. Just as important, empowering employees to be part of the solution builds morale, reduces burnout, and fosters leadership—creating a resilient team and a culture that attracts top talent and delivers exceptional guest experiences.
Go Deeper: Listen to Adele and me talk about this today on the Hospitality Daily Podcast (Apple Podcasts, Spotify).
Today’s Takeaways:
Audit Guest Touchpoints: Regularly inspect your operations to identify and address potential issues before they arise.
Foster a Feedback Culture: Actively solicit suggestions from staff and show that their input drives tangible improvements.
Engage Your Team in Solutions: Empower employees by involving them in brainstorming and implementing fixes for recurring challenges.
Train for Excellence: Equip teams to respond to guest feedback in ways that increase revenue, recommendations, and repeat business.
Strive for Five-Star Reviews: Focus on delivering the “wow factor” that turns satisfied guests into vocal advocates.
Link Reviews to Revenue: Remind your team that exceptional guest experiences don’t just earn positive reviews—they directly impact profitability and growth.
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State of the Hotel Industry Survey
As we wrap up 2024 and head into 2025, I want to give you a clear, data-driven look at where the hotel industry stands today.
That’s why I'm reaching out to everyone in hospitality—from front-line workers at independent properties to C-suite executives at major brands, management companies, and ownership groups, as well as technology providers—to understand their biggest challenges and opportunities ahead.
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A few final things:
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Thank you for reading.
-Josiah
