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Podcast: Hospitality Reputation Marketing: Get Great Reviews
Episode:

Sally Beck GM of the Royal Lancaster London on Get Great Reviews
Category: Business
Duration: 00:25:30
Publish Date: 2020-11-30 21:32:49
Description:

Conversation with Sally Beck - General Manager of the Royal Lancaster London

“Running a good culture brings definite profits to the bottom line.”- Sally Beck, General Manager, the Royal Lancaster London

It was a great pleasure to speak with Sally Beck, the General Manager of the Royal Lancaster London, who led her team through a multiyear renovation while open and their rise from #272 to #17 (and now up to #15 as I write this) on Tripadvisor out of 1,154 hotels in London.

During our conversation, Sally shares inspiration concepts for hospitality leaders:

  • Why she does not believe in SOPs for guest engagement.
  • Techniques she uses to empower her team.
  • How she uses an inverted pyramid management philosophy
  • How she runs meeting in a way inspired by the book, Time to Think by Nancy Kline.
  • Her hiring process and much more
  • The cost savings in staff turnover enjoyed when you create a positive culture

A few of my favorite quotes from Sally Beck:

“Investing in Tripadvisor, understanding, and looking at those comments, it is your best advertising tool.”

" …it just generates good feelings and the guests genuinely feel it.”

“We’ve noticed the further we have gone up (on Tripadvisor)…generally our rates have gone with it.”

I hope you will find this episode with Sally Beck as inspiring as I did. Let me know your thoughts in the comments and share ways you inspire your team to deliver 5-Star experiences where you work.

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