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Library Hotel Collection - The Secret to TripAdvisor Success
By Larry Mogelonsky
A recent issue of Condé Nast Traveler extolled the success of the Library Hotel Collection's four properties. Perennially, the organization's boutique-style hotels rank in the Top 10 (Ranking #1, #3, #5 and #6 as of this writing) of the 437 TripAdvisor listings in New York City proper. How it is that these small (not one property exceeds 103 rooms) and less-than-brand-new properties deliver such stellar results?
I'm lucky to have worked with Adele Gutman, the Chain's affable VP of Sales, Marketing and Revenue. In her own words, the answer is simple, "We cherish our guests and we let them know by our actions that they are appreciated. We respect their needs and care for them as we would a member of our family."
Easier said than done. I was determined to learn for myself, so I joined Adele on an inspection of all four properties. Here are my observations:
It is refreshing to note that getting back to basics works. The Library Hotel Collection does not set a goal of over-wowing their guests with excesses and grandeur. Rather, they wow them with kindness and use the tools available to everyone in the hotel business: common sense with a shrewd guest focus. This may be difficult to duplicate in a 300-room or a 600-room property, but the lessons learned here are nonetheless universally applicable. Treat the guest as you would a friend visiting your own home, or better, and you'll be amazed at the results.
About Larry Mogelonsky
Larry Mogelonsky (email@example.com) is the president and founder of LMA Communications Inc. (www.lma.ca), an award-winning, full service communications agency focused on the hospitality industry (est. 1991). Larry is also the developer of Inn at a Glance hospitality software. As a recognized expert in marketing services, his experience encompasses Four Seasons Hotels & Resorts and Preferred Hotels & Resorts, as well as numerous independent properties throughout North America, Europe and Asia. Larry is a registered professional engineer, and received his MBA from McMaster University.
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