Daniel Edward Craig

Hotel Online Reputation Management

Categories: Branding, Business, Communications, Customer Experience, Generations, Marketing, Strategy, Technology, Trends

Over his 25-year career in travel, Daniel E. Craig worked in the hotel, airline and cruise industries in positions ranging from front desk agent to vice president.

Under his leadership as general manager, Opus Hotel in Vancouver was named one of the World’s Best 100 Hotels by readers of Condé Nast Traveler and earned a reputation for exceptional service and cutting-edge marketing.

Daniel left Opus to focus on writing, and is the author of Murder at the Universe and two other mystery novels set in hotels, as well as numerous articles, guides and the Reknown blog.

Having experienced the disruptive impact of social media as a hotelier and author, in 2008 Daniel founded Reknown, a global consultancy that provides organizations with strategic planning, training and best practices in marketing, reputation management and customer experience.

Daniel speaks at conferences around the world and has produced and hosted hundreds of seminars and webinars for business professionals.

ONLINE REPUTATION MANAGEMENT FOR HOTELS

With the explosive popularity of social networking, travel shoppers are increasingly bypassing traditional sources of trip information and advice and turning to other travelers and peers on review sites like TripAdvisor and in social networks like Facebook.

To stay on top of this shift, tourism businesses must take an active role in managing their online reputation. This means actively participating in social networking and, most importantly, monitoring, analyzing, reacting to and encouraging online reviews and guest feedback.

The seminar covers the following:

1. What is online reputation management?

2. Why manage your online reputation?

3. Time-saving tools for monitoring and measuring

4. Discussing feedback and resolving issues internally

5. How to respond to reviews and feedback

6. How to encourage customers to spread the word

With examples and success stories from the travel industry.

SOCIAL MEDIA AND STORYTELLING FOR THE TOURISM INDUSTRY

Craig’s dual careers as a hotel manager and mystery novelist couldn’t be more different, and yet they’ve overlap in many unexpected ways. Surprisingly, it’s the storytelling skills he developed as a writer that have helped him most as a hotelier.

Hoteliers are traditionally great storytellers, and social media provides unprecedented platforms and audiences for sharing them. Yet much of the content produced by hotels is similar, and is often trite and uninspiring.

In this seminar Craig discusses how to use storytelling principles to strengthen your brand and generate compelling social media content that captures the attention of travelers and converts them into guests. Topics include where to source content, how to present content for maximum impact, and how to encourage the most compelling storytellers of all: your guests.

SOCIAL MEDIA AS A SALES TOOL

Social media has yet to prove itself as a significant revenue generator, and yet its influence on traveler decisions is undeniable. And it’s not just individual travelers; increasingly, group organizers, event planners and corporate travel managers are consulting review sites and social networks when making decisions.

In this session Craig discusses how to take advantage of this trend by using sites like LinkedIn, Facebook and Twitter as a sales tool to research and prospect, qualify leads, network with clients, prospects and influencers, and strengthen relationships. Topics include social media etiquette, work habits and prioritization.

… one of the best speakers I have had the pleasure of listening to.
~ Jacqueline Johnson, Chairman, Caribbean Tourism Organization Foundation

Daniel draws a crowd. An expert in the hospitality industry and an exceptional speaker, he was a natural fit for TripAdvisor’s master class events. His presentations are excellent and we receive loads of positive feedback after each event.
~ Kevin Carter, Business & Trade Media Relations, TripAdvisor

Daniel’s workshops have been very well received as his professional, smart and humorous manner engages audiences large and small. His next workshop should be entitled ‘How to be an ideal consultant.
~ Laura Plant, Manager, Community Partnerships, Destination British Columbia

Daniel was a delight to work with leading up to the event, great company when we met in Scotland and an informative, engaging and fun speaker – hope he comes back again soon.
~ Leslie Wood, Organizer, Digital Hospitality for Scottish Tourism Conference

Daniel was an inspiration. He got rave reviews, and his view on social media marketing from “across-the-pond” was just what we needed. More than that, he’s a personable guy who really did his homework on the delegates and format of the conference.
~ Martin Evans, Organiser, UK National Hotel Marketing Conference, London

Our attendees were really looking forward to Daniel’s session because so many are ardent followers of his blog. He did not disappoint! Our evaluations were filled with responses like ‘excellent presentation’, ‘exactly what I wanted’, and ‘bring Daniel back!’ He really did a bang up job.
~ Jay Karen, President & CEO, Professional Association of Innkeepers International

Daniel Edward Craig

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