Is the Role of the Hotel Concierge Going Obsolete?
By Daniel Edward Craig I can see dignified concierges everywhere clutching their golden keys and gasping in indignation at the […]
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Toss that script aside: Tips for generating positive hotel reviews
By Daniel Edward Craig So your hotel went through a rough patch – a bad hire, a small fire, an […]
About that item you left in your room …
By Daniel Edward Craig A recent story about a hotel housekeeper in Miami who found in $6,000 in cash in […]
Best Practices for Responding to Online Hotel Reviews, Part 2
By Daniel Edward Craig, Reknown. It appears that hotels are finally waking up to the importance of monitoring and responding […]
Best Practices for Responding to Online Hotel Reviews, Part I
By Daniel Edward Craig, Reknown. As a hotel manager, when a guest comes to the front desk to register a […]
Tips for Managing Online Hotel Reviews: An Interview with TripAdvisor
By Daniel Edward Craig, Reknown. “We often hear from travelers that how a property responds to criticism has more influence […]
What’s the secret to achieving top ranking on TripAdvisor?
Many hotels aspire to achieve top ranking in TripAdvisor’s popularity index, but HKHotels (now Library Hotel Collection) in New York dominates […]
What to do when things go wrong in a hotel
By Daniel Edward Craig People often corner me at social functions to tell me about a problem they’ve had in […]