Smart Hospitality Operations = Smart Marketing! A talk with Stuart Butler of Fuel Travel

Smart Hospitality Operations = Smart Marketing! A talk with Stuart Butler of Fuel Travel GM’s, DOSM’s, and HOTEL OWNERS- You won’t want to miss this episode! 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 award winning 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 GM or a DOSM, 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 Enjoy the podcast and please let us know if you have any questions for Adele. Send us your email on and never miss another episode of the Hospitality Reputation Marketing Podcast. Also check out Stuart Butler’s Fuel Travel Podcast: Loren Gray’s Hospitality Marketing Podcast: Lily Hospitality Marketing Podcast: Holly Zoba’s Hospitality Sales Podcast: Dean Schmit’s Hospitality Meta Search Podcast:

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Smart Hospitality Operations = Smart Marketing! A talk with Stuart Butler of Fuel Travel is an episode from Hospitality Reputation Marketing: Get Great Reviews by Adele Gutman Milne CHBA, CHDM.

This episode is 00:58:03 long.

This episode was published on Apr 15, 2021.

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