Hotel Reputation Cultivation

"The Ultimate Vehicle to Drive Profitability, Loyalty & Innovation"

Travel is back, but our travelers’ needs have changed. We all know how expensive it is to acquire new customers. So why are we as an industry so satisfied with 70%-80% guest satisfaction? Are we doomed to spend ever-increasing resources to acquire new guests, while at the same time losing a significant percentage of our guests due to dissatisfaction or a simple lack of loyalty?

There is a better way. And there has never been a better time for hospitality to break down silos and fully activate and align our teams in a commitment to deliver on our brand promises.

Where to begin? Hop on the Reputation Cultivation Train. If we want our guests to be willing to pay more during their visits, stay more often, and say more wonderful things about us to the world, we need to listen to what our guests are telling us and take action.  

No matter how well we believe we are doing, all of us can significantly increase profitability with a disciplined focus on closing that gap between what we think and say about our guest experience and what our most critical guests say we deliver. 

Please feel free to bring your GM, HR, and other leaders to join you in watching this important discussion.

By Attending You Will Learn How-to:

  • Measure true loyalty
  • Use data (feedback) as the creative spark for micro innovations and big results
  • Respond to feedback in a way that inspires loyal brand advocates
  • Communicate with your team in ways that inspire optimum performance
  • Create a culture of caring, collaboration, and continuous improvement that keeps us always pushing forward toward lower costs and higher returns

Event Sponsors


Adele Gutman
Hospitality Consultant and Host
Hospitality Reputation Marketing Podcast: Get Great Reviews

Adele Gutman Milne, the host of the Hospitality Reputation Marketing Podcast, is a 40-year member of HSMAI has been honored as one of the Top 25 Most Extraordinary Minds in Sales & Marketing by HSMAI for achieving exceptional results, driving revenue through Guest Experience and Reputation Cultivation.

As the former VP of Sales, Marketing, and Revenue of the Library Hotel Collection, for 20 years Adele led the team that repeatedly earned the #1 highest guest satisfaction rating of any luxury hotel brand in the world as reported by ReviewPro.


Libby Zarrahy, CMP
Hospitality Consultant
Self Employed

Libby Zarrahy is a Certified Meeting Professional and has worked in greater LA for the past 20 years for well-known brands such as Sheraton, Marriott, and Hyatt having most recently represented the LAX Hyatt in Marketing and Public Relation at the LAX property. 

Libby also serves on board potions with HSMAI and the Los Angeles Chapter of MPI.  Pre-Covid, she was also a member of the Marketing Committee of Discover LA with a focus on Los Angeles as a preferred destination.

Libby redefined her working world by establishing herself as a hospitality consultant for various owner groups as hotels continue to experience reduced staffing and wait for California to stabilize.


Rising Star:
Unsung Hero:
Beyond the Call of Duty:
Lifetime Achievement:
General Manager of the Year:
July 21, 2021
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