12 | This is Not the Norm

This is the text that we are searching for. Adele Gutman danced her way through performing arts high school before feeling the pull of hospitality, courtesy of a destination spa trip with her mom. Adele found a home at the Library Hotel Collection, where she led its New York portfolio to a truly odds-defying 15 years at the top of the TripAdvisor charts. Susan and Adele talk about the ins and outs of managing a hotel’s reputation by making small but continuous improvements to reduce friction in the guest experience.