The Travel Media Group digital solution has hit the monumental milestone of responding to over 2 million online guest reviews for our hotel partners. To commemorate such a major achievement, Chief Technology Officer, Jason Lee, and Director of Product - Respond & Resolve™, Jackie Avery, join the Suite Spot to discuss this accolade, what it means to the organization, and the future of review response. Ryan Embree: Welcome to Suite Spot, where hoteliers check in, and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. Welcome to another episode of The Suite Spot. This is your host, Ryan Embree, here for a very celebratory episode. Today we're gonna have two guests with me, our first Jackie Avery, director of Product - Respond and Resolve. Jackie, congratulations, as the title says of TMG hits over 2 million online guest reviews. Thank you so much for being with me on the Suite Spot. Jackie Avery : Yeah, absolutely. Thank you. It feels so good to be here. Just really excited to celebrate this. Ryan Embree: Yeah, I think it was August 2022, where we were actually in our older building, before we moved into our podcast studio. Hopefully you were watching us on YouTube and celebrating 1 million guest reviews responded to, um, which just seemed like unfathomable to even think about that amount. So now here we are at 2 million in 2025 before the summer, which we're gonna talk about that, that flux of reviews that come in during the busiest time of the year for hoteliers and for travel. But talk to me a little bit about what this accomplish means, to you and, and your team and network of professional writers. Jackie Avery : Yeah. I mean, honestly, this is just one of the many milestones for the team this year. So I guess, like full of transparency, what it means is continued momentum. I think, you know, we're feeling pumped up. We're doing what we love, and it feels so good to, you know, help our clients and really just connect, you know, in a really authentic way with travelers all over the world. Ryan Embree: Yeah. And when we talk about a number, again, like 2 million, that is reviews, online reviews from across all different platforms. Recently added Medallia surveys as well for some of the brands. But obviously it's not just you and a couple people doing this. You've got a huge network of US-based writers that do this. Talk to us a little bit about the training that goes into this, Jackie, because I don't think I've heard one GM, or front desk manager, whoever is responding to those reviews saying that I got into hospitality because I wanted to respond to reviews. Right. They're more focused on the people and guests as they should be on site. What type of training and nuances goes into responding to specifically an online hotel guest review? Jackie Avery : Alright, well, I'll tell you a little bit, but you're not gonna get all my secrets. Well, the team, when they join us, they come already with extensive education. I feel like that's talked about a lot, but in reality, that's actually just like the baseline. That's where we start. And then from there, right, they need to know about hospitality, they need to know about different hotel brands. But there's also extensive training in, specific person to person communication to be able to connect with someone, in a genuine way. Of course. Like with the main focus being in the written form. Because, you know, the team of writers. But yeah, so I'd say, you know, being highly educated and having those degrees and level of experience with different forms of writing is really where it starts. And then we build off that. Ryan Embree: Yeah. And we've been hospitality specific Travel Media Group that is for 40-plus years. Again, there's a lot of nuances that if you're that US hoteliers kind of take for granted things like, taking it a deposit at the beginning of a stay and maybe that deposit not hitting back or get o...