Chief Experience Officer
Get Great Guest Reviews
Lectured October 13, 2022
Adele Gutman is the creator of the Five-Star Review System, designed to create outstanding guest and employee loyalty while inspiring powerful user-generated content. She has been recognized by the Hospitality Sales and Marketing Association International (HSMAI) as one of the Top 25 Most Extraordinary Minds in Sales & Marketing, an honor given to those who have achieved unprecedented results in driving revenue through guest experience, reputation optimization and culture. A leading authority on all things related to guest reviews and hospitality reputation excellence, Adele is the creator of “Get Great Guest Reviews – the Podcast” as well as the newsletter.
During her 20-year tenure as vice president of the Library Hotel Collection, the brand astonished the hotel industry by repeatedly earning the No. 1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index by ReviewPro) on the Luxury Brand Report, a survey of 2.7 million annual online reviews. Every property in the collection rose to the top of its country for guest satisfaction on review sites like Tripadvisor, including the Aria Hotel Budapest – the No. 1 Hotel in the World on the 2017 Tripadvisor Travelers’ Choice Awards.
Today, Adele’s mission is to help hoteliers and business leaders in all industries revolutionize their culture and revenue success by customizing and implementing the award-winning methodology she has developed over decades.
Active professionally, Adele has served on the chapter boards of HSMAI in Dallas, New York and South Carolina, as well as on the Marketing Advisory Board. She’s also served on the board of the Boutique Lifestyle Leaders Association’s (BLLA) Travel Industry Women’s Executive Network and the Tripadvisor Industry Council. Adele admits to being “blushing and humbled” by the recognition she’s received from some pretty sweet awards from the International Hospitality Institute, including the 100 Most Powerful People in USA Hospitality, the Top 30 Hospitality Podcasts and the Top 25 Hospitality Social Media Influencers.