Marketing, Social Media and Reputation Management Strategy for Hotels and Travel Industry
By Daniel Edward Craig In my last post I discussed how social media has enabled a new measure of hotel performance: the Guest Satisfaction Index (GSI). Derived from guest reviews and ratings aggregated from major review sites, the GSI provides a measure of a hotel’s market share of guest satisfaction [...] Read more »
By Daniel Edward Craig A basic tenet of sales is to go where your customers are, and yet the hotel sales department has been reluctant to embrace social media. Why? It’s not only individual travelers who use social media to research trips. Increasingly, group organizers and corporate travel buyers [...] Read more »
By Daniel Edward Craig When I saw Nate Bucholz, Google’s UK Travel Industry Manager, present at the HSMAI Europe conference in London last month, I knew hoteliers would benefit from hearing what he had to say. So I asked him for an interview, and he graciously complied. Here’s a condensed [...] Read more »
Keeping up on industry news can be overwhelming for hoteliers when you have properties to run and beds to fill. For me, one of the advantages of working from a home office (aside from attending conference calls in pajamas) is being able to concentrate without the typical distractions of a [...] Read more »
While in London this month, I couldn’t resist hopping on the Eurostar to visit Paris, where I spent four months in Paris in 2009 on a writing sabbatical. Like so many others, I fell in love with the city. But my next sabbatical will take place somewhere with fewer distractions—like [...] Read more »
By Daniel Edward Craig, February 2011 I was in London last week to speak about online reputation management at the National Hotel Marketing Conference, and I thought I’d share a few observations from the hotels I visited and the people I met. London hotels: from the tony to the traditional. [...] Read more »
By Daniel Edward Craig “I have no doubt we will be stealing some market share.” – Jay Karen, President & CEO, Professional Association of Innkeepers International (PAII). Social media, the great equalizer, has allowed bed-and-breakfasts and independent boutiques to compete for the attention of travelers online with big-box, chain hotels. [...] Read more »
By Daniel Edward Craig “Good storytelling makes people sit up and listen … It is worthy of their attention, worth remembering and retelling.” Corey Torrence, iMedia Connection My dual careers as a hotelier and novelist couldn’t be more different, and yet they’ve overlapped in unexpected ways. As a hotel [...] Read more »