tag:blogger.com,1999:blog-9902077975109875562011-11-27T15:49:47.129-08:00Daniel Edward Craignoreply@blogger.comBlogger711100tag:blogger.com,1999:blog-990207797510987556.post-88027801691170826012010-09-28T11:35:00.000-07:002010-09-28T11:57:54.794-07:00<div style="text-align: center;"><object height="236" width="384"><param name="movie" value="http://www.youtube.com/v/Jtn_O-d3-M4?fs=1&amp;hl=en_US"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/Jtn_O-d3-M4?fs=1&amp;hl=en_US" width="384" height="236" allowscriptaccess="never" allowfullscreen="true" wmode="transparent" type="application/x-shockwave-flash"></embed></object></div><br />By Daniel Edward Craig<br /><br />The travel industry is ahead of the curve when it comes to social media, but in terms of originality and meaningful engagement hotels are lagging behind. It seems like everybody is posting the same content, in the same perky, cloying voice. Want to stand out from the pack? Here are a few tips for strengthening your social program and developing&nbsp;a singular, authentic voice&nbsp;to evoke your&nbsp;brand. <br /><br />1. <strong>Oh right … a plan.</strong> By now most hotels are tweeting and status-updating their hearts out, but many have only a vague notion why. A recent <a href="http://www.vizergy.com/vizadmin/news/newsdetail.aspx?id=98">survey from HSMAI</a> revealed that only 40% of hotels have a social media strategy. Oops. Without knowing where you’re going, why, and how you’ll get there, you’re wasting time and creating brand confusion. Relax, it’s not too late. Back up the bandwagon and prepare a simple plan that defines your strategy, objectives, resources, responsibilities, voice and frequency. <em>Then</em> you can put the pedal to the metal. <br /><br />2.<strong> Yes, another meeting.</strong> Your social media platforms should have one distinctive voice, but behind the scenes it’s a group effort. Approach it like the revenue management function in your hotel: assemble a team, comprised of managers and frontline employees from various departments (ideally including the general manager and at least one social media whiz kid); appoint a leader; and hold weekly meetings to review feedback and analytics and to set messaging and objectives for the coming week. <br /><br />3. <strong>Once upon a time there was a boring hotel.</strong> Traditionally, hoteliers are great storytellers. With all the comings and goings of guests, we have an enviable resource of content to draw from. And yet the majority of hotel content is trite and uninspiring. If your followers aren’t commenting on, liking and sharing your content, it’s a good indication they don’t care. Meaningful engagement means telling compelling stories that capture the imagination of travelers and make them want to be a part of your hotel experience.<br /><br />4. <strong>Put your guests to work.</strong> Even better than hotel-generated content is guest-generated content. Hold contests to encourage the sharing of stories, photos and videos, and don’t be chintzy with prizes. Search YouTube and Flickr for photos and videos of your property and ask owners to share them on Facebook. Grab a Handycam and notepad and go talk to guests and staff. Et voila, fresh content and new connections.<br /><br />5. <strong>We need to talk about your reputation.</strong> Yes, a lot of chatter is taking place on Facebook and Twitter, but the real decisions are being made on travel review sites. A recent <a href="http://www.phocuswright.com/library/fyi/1441">study by PhoCusWright</a> found that more than two-thirds of travel shoppers are influenced by ratings. It’s time to stop the finger-pointing between marketing and operations and to start taking joint responsibility for monitoring, sharing and responding to traveler feedback. <br /><br />6. <strong>Drop the mouse and back away.</strong> Social media is like a new friend who’s super-cool but a bit manipulative and kind of needy. Don’t allow it to distract you into neglecting your tried-and-tested old friends in other areas of marketing. Be disciplined with your time, and constantly ask yourself, “Is this important and relevant?” If not, move on. And ignore those “Ten Reasons Why You’re a Social Media Failure” articles; they’re meant to scare you into buying services you probably don’t need. Only you know what’s right for your hotel. <br /><br />7. <strong>Beware of the tweet factory. </strong>Some of the most inane social media content comes from outsourced social media companies who clearly don’t get the hotel business. The most compelling, authentic content comes from on-property, where employees have a finger on the pulse of operations. Hire a social media strategist to help put together your plan, train staff and provide guidance, but your ultimate goal should be to bring execution in-house and to find a voice, tone and vocabulary as singular and authentic as your hotel. <br /><br />8. <strong>Memo to corporate office: loosen that death-grip. </strong>Second prize for inane content goes to corporate offices of chain hotels. Yes, it’s important for brands to have a social media presence, but travelers are more passionate about individual properties than brands. To complement brand platforms, corporate office should encourage properties to set up their own platforms, providing support and guidance along the way to ensure messaging is on-brand and on the mark. <br /><br />9. <strong>Take the guesswork out.</strong> The success of your social media program is measured not by how many tweets and updates you issue but by meaningful engagement, conversions and reputation. Use analytics tools to evaluate your activities and a social media monitoring tool to measure market share of guest satisfaction. Take the time to understand the numbers, even if it makes your head hurt, and channel resources to where you’re achieving the best results.<br /><br /><strong>A few examples of successful social media activities:</strong><br />1. <strong>Contests.</strong> Joie de Vivre’s <a href="http://www.hotelmarketing.com/index.php/article/how_joie_de_vivre_drives_new_business_with_social_media/">Road Trippin’ California</a> video contest<br />2. <strong>Blogs:</strong> Pan Pacific’s <a href="http://roomwithaviewblog.com/">A Room With a View</a> in Vancouver and <a href="http://blog.redcarnationhotels.com/">Red Carnation Hotels</a> in London<br />3.<strong> Facebook:</strong> <a href="http://www.facebook.com/BestWestern">Best Western International</a> <br />4. <strong>Twitter: </strong><a href="http://twitter.com/ironhorsehotel">The Iron Horse Hotel</a> in Milwaukee <br />5.<strong> Reputation management:</strong> <a href="http://www.blog.danieledwardcraig.com/2010/02/whats-secret-to-achieving-top-ranking.html">HKHotels</a> in New York<br />6. <strong>Social media integration: </strong><a href="http://www.nickhotel.com/html/social-media.asp">Nickelodeon Resort</a> in Orlando<br />7. <strong>And just for fun</strong>, a video from <a href="http://www.youtube.com/user/prizeotel#p/u/0/Jtn_O-d3-M4">Prizeotel</a> in Germany. <br /><br /><em>Does your hotel or a hotel you know do a great job with social media?&nbsp;Share it&nbsp;here by posting a comment. </em><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8802780169117082601?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com3tag:blogger.com,1999:blog-990207797510987556.post-70212107750382074872010-09-01T13:23:00.000-07:002010-09-09T12:32:30.287-07:00I'm excited to announce that Katrina Carroll-Foster of <a href="http://www.wisewinston.com/">WiseWinston Strategic Hotel Marketing</a> and I will be holding our first <em>Social Media for Hotels</em> seminar at the Shangri-la Hotel in Vancouver on Thursday, September 16, 2010. <br /><br /><strong>Seminar description:</strong> Managed well, social media can be a powerful tool for interacting with guests and strengthening your business. Managed poorly, it can be a drain on resources and even harmful to your brand. Developed by hoteliers for hoteliers, this three-hour seminar will help you understand and harness the powers of social media to strengthen brand, manage reputation and drive revenue. <br /><br />Seminars are open to managers and employees responsible for social media for hotels. We are expecting them to be popular and registration is first-come, first-served, so don't delay. <br /><br /><strong>For more details and to register:</strong><br /><a href="http://socialmediaforhotelsam.eventbrite.com/">Click here for the morning session</a> <br /><a href="http://socialmediaforhotelspm.eventbrite.com/">Click here for the afternoon session</a><br /><br />We hope to see you there!<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-7021210775038207487?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-89933498930728089132010-08-25T11:28:00.000-07:002010-08-25T11:56:11.686-07:00By Daniel Edward Craig<br /><br />These days, bashing online travel agencies has become a popular sport. The likes of Expedia, Travelocity and Priceline are being blamed for commoditizing hotels, for decimating rates, and for training travelers to demand deep discounts. We can probably find a way to blame them for that oil spill in the Gulf of Mexico too.<br /><div class="addthis_toolbox addthis_default_style"><br />Not that OTAs need defending, but the reality is, we as hoteliers share the blame. It’s our signature on OTA agreements. We give them access to inventory at heavily discounted rates. And we’ve taught travelers to look for the best deals on OTA sites. <br /><br />Case in point: While reserving a hotel in Chicago last month, I found six different rates for the same room. The lowest came from Expedia at $180. Inconceivably, the highest rate came from the hotel’s in-house reservations department at $229. Such <a href="http://www.xotels.com/en/revenue-management/rate-parity-or-rate-disparity">rate disparity</a> is rampant. <br /><br />What started as casual use has become an unhealthy addiction. Meanwhile, while hotels are staggering toward recovery, <a href="http://www.businessweek.com/investor/content/aug2010/pi20100820_878459.htm">the OTAs are boasting&nbsp;enormous growth</a>. It’s time to take back some of the control we relinquished during desperate times. To that end, here’s a ten-step program for easing your hotel’s OTA dependency. <br /><br /><strong>1. Admit you have a problem. </strong>The OTAs are not the cause of the discounting problem, but they are enablers and your competitor hotels are codependents. By advertising heavily that they offer deeply discounted rates, OTAs have contributed to the firesale mentality among travelers. Hotels have exacerbated the problem by being always on sale, by offering discount rates on discount rates, and by treating all inventory as distressed inventory. <br /><br /><strong>2. Do the math. </strong>Yes, OTAs can move a lot of inventory, but at what cost? The terms of OTA agreements vary, but typical commissions range between 15% and 25%, with big-box chains paying the least and small independents the most. At $200 per night for a three-night stay, an independent pays $150 in commissions. Compare that to the low-to-zero costs of direct bookings. How could you use the difference to attract more lucrative direct bookings?<br /><br /><strong>3. Don’t overestimate the billboard effect. </strong>No question, OTA business is an important part of the market mix. As Mike Nelson, president of Partners Services at Orbitz, <a href="http://www.tnooz.com/2010/07/15/news/why-hotels-and-online-travel-agencies-still-share-a-common-goal/">explained on Tnooz.com</a>, “In any economic climate, online travel companies are a strategic resource for hotels that want to stimulate demand, access a global distribution platform and benefit from vast marketing and promotional investments.” But to rank high on OTAs you must offer deep discounts. As powerful as the “billboard effect” is the “OTA effect” of training travelers to book via third parties. <br /><br /><strong>4. Make direct the best option. </strong>Travelers should get the best deals by booking direct, period. Honor your rate parity agreements, but implement a best rate guarantee and clearly state the advantages of booking direct, like <a href="http://www.marriott.com/hotel-rates/travel.mi">Marriott’s Look No Further™</a> promise. As an added incentive, offer value-adds not available via non-direct booking methods.<br /><br /><strong>5. Be strategic. </strong>Instead of discounting across the board, forecast demand in each market segment and develop separate strategies. Reward travelers for advance bookings and build rate on that base rather than offering the best deals on last-minute bookings. In an <a href="http://events.eyefortravel.com/tdsusa/conference/speaker-interviews.asp#jacob">interview with EyeforTravel</a>, Kurien Jacob of Highgate Hotels argued that opaque sites “should be used only if the hotel needs to protect its overall retail rate to maintain brand image, prevent group room dilution or maintain corporate negotiated rate protection.”<br /><br /><strong>6. Use social media to connect with travelers. </strong>Private sales via members-only sites like <a href="http://www.jetsetter.com/login">Jetsetter</a> and <a href="http://www.vacationist.com/join">Vacationist</a> allow you to bypass OTA rate parity requirements, but the terms can be even less favorable than those offered by OTAs. Use them sparingly to create base and sell off distressed inventory. Focus your efforts on <a href="http://www.blog.danieledwardcraig.com/2010/04/social-media-refresh-for-hotels.html">social media</a> and <a href="http://www.blog.danieledwardcraig.com/2010/08/hoteliers-guide-to-review-sites-and.html">reputation management</a> to build your email database and Facebook and Twitter followers and save your best deals for them. <br /><br /><strong>7. OTAs are partners <em>and</em> competitors. </strong>OTAs don’t care which hotels travelers book as long as they book through them. Traditional travel agents charge 10% commission and provide personalized service in bricks-and-mortar offices. How can OTAs justify such high commissions, and where does the money go? Seen the TV ads, the cost-per-click ads, the print ads and banners? They’re driving up your advertising costs and luring travelers from direct channels. <a href="http://blogs.wsj.com/digits/2010/07/02/analysts-views-how-will-google-shake-up-online-travel/?KEYWORDS=google+ita">Goldman Sachs estimates</a> that OTAs generate 8% to 10% of Google’s gross revenue worldwide. <br /><br /><strong>8. Leverage your power. </strong>Competition among OTAs is fierce, and they need access to your inventory at competitive rates to compete. In an <a href="http://articles.chicagotribune.com/2010-08-08/business/ct-biz-0808-orbitz--20100808_1_orbitz-phocuswright-ita-software">interview with the Chicago Tribune</a>, Priceline CEO Jeffrey Boyd said, “You've got to have the best rate, and the hotel has to be available when the customer is searching on it." Leverage this power by negotiating the terms right for you. According to <a href="http://www.dynamicrevenuemanagement.com/wwed">revenue management consultant Jil Larson</a>, that means “either block space or last room availability but not both.” If the OTA won’t come to terms, find one that will. <br /><br /><strong>9. Loyalty means loyalty. </strong>Loyalty program members who book via OTAs must understand that they’ve forfeited their perks to the OTA in the form of a hefty commission. Stipulate that members must book direct to qualify for privileges. This is especially true of opaque sites; booking blind isn’t brand loyalty. <br /><br /><strong>10. Make the booking experience seamless. </strong>OTAs are brilliant marketers and are constantly improving the consumer experience. How does your booking experience measure up? Is your website mobile compatible? Make voice reservations accessible, efficient and personal – an area where OTAs can’t compete. And invest in a two-way PMS interface to decrease time spent managing rates and inventory and free up time for strategizing. <br /><br />As for that hotel in Chicago, I asked them to match the Expedia rate. They agreed, so like a good hotelier I booked direct. Don’t make your guests jump through the same hoops.<br /><br /><em>Comments or more tips? Post them here.&nbsp;</em> <br /><br />Share <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8993349893072808913?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com7tag:blogger.com,1999:blog-990207797510987556.post-37012623209298799772010-08-18T10:23:00.000-07:002010-08-18T10:27:56.856-07:00By Daniel Edward Craig <br /><br />In the past few months I’ve been collaborating with the bright minds at <a href="http://www.revinate.com/">Revinate</a>, the hotel industry’s leading social media monitoring tool, on developing tips and techniques for hotels to harness the power of social media and online reviews. Out of that collaboration comes the definitive guide to managing online reviews, the <a href="http://revinate.me/1j9">Hoteliers Guide to Review Sites and Forums</a>, now downloadable for free. <br /><br />You’ll be happy to find that this document isn’t crammed with self-serving corporate mumbo jumbo that has you yawning into your coffee cup. It’s informative <em>and </em>entertaining, if I might say so myself. <br /><br />While you’re at it, check out the <a href="http://blog.revinate.com/">Revinate blog</a> for the latest in social media news for the hotel industry. And see this Wired.com article from Eliot Van Buskirk entitled <a href="http://www.wired.com/epicenter/tag/hotel/">Social Media Doesn’t Have to Suck</a>, an article I wish I had written myself - or at least came up with the title.<br /><br />Enjoy, and&nbsp;if I&nbsp;can be of assistance with your hotel’s social media and marketing strategy, <a href="mailto:dec@danieledwardcraig.com">drop me a note</a>. <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-3701262320929879977?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com8tag:blogger.com,1999:blog-990207797510987556.post-67835628428045801262010-07-26T10:39:00.000-07:002010-08-25T21:55:22.658-07:00<div class="separator" style="clear: both; text-align: center;"><a href="http://4.bp.blogspot.com/_GBKddbdp2O8/TE3FZsIq0kI/AAAAAAAAALM/Y-Yp5o-wKg8/s1600/Concierge+Desk.jpg" imageanchor="1" style="clear: left; cssfloat: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="266" hw="true" src="http://4.bp.blogspot.com/_GBKddbdp2O8/TE3FZsIq0kI/AAAAAAAAALM/Y-Yp5o-wKg8/s400/Concierge+Desk.jpg" width="400" /></a></div>By Daniel Edward Craig <br /><br />I can see dignified concierges everywhere clutching their golden keys and gasping in indignation at the title of this post. But hear me out. <br /><br />Technology has placed a world of resources at the fingertips of travelers. Mobile applications allow us to walk out of our hotel, point our phone into the street, and find local restaurants and entertainment, peruse reviews, consult maps and make reservations. In a <a href="http://www.phocuswright.com/">PhoCusWright</a> survey last year, 67% of travelers reported having used a mobile device to find local services. Almost daily, hotels and travel companies are releasing mobile apps and mobile-compatible websites packed with information normally dispensed by the capable hotel concierge. <br /><br />Where does that leave the concierge? Parking cars? Slinging drinks in the lounge? <br /><br />Let’s hope not. As a traveler, I love having the services of a concierge. But I’ve noticed an alarming trend of late: the empty concierge desk. During the economic downturn, hotel managers were forced to find ways to cut costs, and many set their sights on the concierge. There he sat, primly at his desk, occupying prime lobby real estate and yet taking in no revenue. Compared to the back-breaking work of housekeeping and the frenetic work of the kitchen, the role of the concierge seemed a bit frivolous in such lean times. Out came the schedule, and concierge hours were slashed. In some hotels, a permanent “Off Duty” sign was placed on the desk. <br /><a name='more'></a><br /><br />Did service levels nosedive? Did guests post scathing reviews on TripAdvisor because they couldn’t get front row seats to Hairspray? Perhaps. But many travelers simply turned to our mobile phones. There we found a portable, pocket-sized concierge who never recommends restaurants we can’t afford or purses his lips when asked for directions to the nearest Taco Bell. <br /><br />Can a service that is so often unavailable be considered essential? I find that the more urgently I need a concierge, the higher the likelihood her desk will be empty. Concierges operate under mysterious hours, seeming to open and close at random, like shops in Spain at siesta time. They’re always out running errands for needier guests; at the post office mailing a left-behind artificial limb; conducting cultural tours of Chinatown; shopping for that perfect ascot to match a guest’s leopard-skin jumpsuit. If she is at her desk, she’s busy reorganizing round-the-world itineraries for a guest with a heavy foreign accent and his entourage of eighteen.<br /><br />This obliges us to go to the front desk for assistance. Here the simplest questions, such as “Where is the nearest drugstore?” and “What street are we on?” can be met with blank stares. That’s because hotels recruit front desk staff from distant suburbs and lock them up during breaks. Or so goes my theory. Have you ever asked an agent who looks like she’s spent all of her fourteen years in a convent about the local club scene? Or a bellman who looks like he moonlights at a biker bar where to go antiquing? It’s no wonder we turn to our phones.<br /><br />In this era of death-match bargain-hunting, when travelers will book a hotel blind and forgo even the most basic of services if it means getting a deal, is a concierge with intimate knowledge of the finest restaurants in the city really that essential? Aren’t these travelers dining at Applebee’s? And yet some travelers are utterly dependent on the concierge; upon arriving at a hotel, they become incapable of performing even the simplest of tasks, like confirming a flight or placing a stamp on an envelope. These people aren’t likely to turn to their mobile phones for help.<br /><br />Some hotels have replaced concierges with touch-screen kiosks. That might work at airports, but hotel employees are still relatively pleasant to travelers – we like dealing with them. At a time when online travel agencies and price wars have virtually commoditized hotels, concierge services are a way for a hotel to distinguish itself. More than any employee, the concierge can turn a ho-hum stay into an unforgettable experience. In the age of social media, that can have a direct impact on guest reviews and business. <br /><br />Can a hotel that doesn’t offer concierge services call itself luxury – or even upscale? The <a href="http://www.fourseasons.com/book/">Four Seasons’ Isadore Sharp</a> describes the concierge as "a combination of personal secretary, aide-de-camp, tour guide, travel agent, social director, best friend and flat-out miracle worker.” No wonder concierges are never at their desk. They’re out building orphanages. As a front desk agent, I used to have to cover the concierge desk during breaks. My typical reaction to guest requests was, “You want me to do <em>what?</em>” I was always relieved when the concierge returned. “Of course, sir,” she would say, with astonishing composure, “I’d be delighted to organize your daughter’s wedding.”<br /><br />Not everyone has a smart phone, nor is willing to use it. I love my iPhone, but the volume of information it dispenses can be overwhelming. Sometimes I simply want to be told where to go and pointed in that direction. And so far my iPhone hasn’t volunteered to call up the owner of a sold-out restaurant to secure a table, like my concierge in Barcelona did. As smart as our phones are, they simply can’t replace the personal contacts and insider knowledge of the seasoned concierge. <br /><br />The concierge will stay modern and relevant by embracing newly available tools. Concierge software enables hotels to create mini-Yelp systems exclusively for clientele. Mobile apps and websites offer reviews and imagery to supplement the concierge’s advice. Some hotels, like <a href="http://www.ihgplc.com/index.asp?PageID=116&amp;NewsID=2445">Intercontinental</a>, have begun to equip concierges with iPads to assist with directions, advice and reservations. <br /><br />By harnessing modern technology to enhance personalized service, the concierge will continue to play an integral role in the upscale hotel experience. And that’s great news for travelers. Let’s hope we see them back at their desks soon – and not up in rooms making beds. <br /><br /><em>What do you think about the future of the hotel concierge? Post your comments here. </em><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-6783562842804580126?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com17tag:blogger.com,1999:blog-990207797510987556.post-34253885846556928792010-07-08T11:35:00.000-07:002010-07-08T12:17:24.676-07:00This is the third and final installment of my interview series with <a href="http://vtv.vfmleonardo.com/">VFM Leonardo</a>'s VTV. I draw on my background as a hotelier and author of three hotel-based <a href="http://www.danieledwardcraig.com/books.html">mystery novels</a>&nbsp;to share tips on generating compelling content through social media and other marketing activities by using the principles of storytelling. We have much to learn from online reviewers, who color their stories with facts, trivia, tips and hooks for titles that make us want to read more. <br /><br /><embed allowscriptaccess="always" flashvars="height=315&amp;image=http://vtv.vfmleonardo.com/images/vtv_frame1.jpg&amp;width=400&amp;file=http://www.vfmii.com/medlib/progressiveMedia/30573008.fl8.flv" height="315" src="http://vtv.vfmleonardo.com/wp-content/plugins/flvplayer.swf" type="application/x-shockwave-flash" width="400"></embed><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-3425388584655692879?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com2tag:blogger.com,1999:blog-990207797510987556.post-3784964747694614282010-07-06T09:31:00.000-07:002010-08-25T21:56:11.941-07:00By Daniel Edward Craig<br /><br />So your hotel went through a rough patch – a bad hire, a small fire, an apoplectic bride with singed hair and a scorched wedding dress. That’s all behind you now, but there’s a problem. A spate of nasty reviews has toppled your ranking on TripAdvisor’s Popularity Index to just below a by-the-hour motel on the outskirts of town. Meanwhile, your closest competitor has soared to the top, buoyed by a series of glowing (and suspect) reviews. It’s like high school all over again. <br /><br />What can you do? Well, you can wait for guests you didn’t set on fire to post positive reviews, pushing the incriminating ones down the list. But that might take a while, and in the meantime, those bad reviews are frightening travelers away like a foul odor in your front lobby. <br /><br />Sometimes our guests need a little nudge to remind them to tell the world how fabulous we are. To that end, here are some tips for generating positive reviews.<br /><br /><strong>Be remarkable.</strong> In the age of social media, remarkable means worth remarking about. Set realistic expectations of your property and empower employees to exceed them in creative and memorable ways. It’s the little details guests remember: the birthday cupcakes sent by the front desk; the extra bath amenities to replace the stash in the guest’s suitcase; the emergency tracheotomy performed by the concierge. Independent boutique hotels rank high on review sites because they provide unscripted, intuitive service. Toss that script aside and be spontaneous. <br /><a name='more'></a><br /><br /><strong>Don’t be shy.</strong> Recently, the Roger Smith Hotel in New York reported in the Wall Street Journal that its TripAdvisor ranking has jumped 100 places since last year, in part because front desk staff now mention TripAdvisor at checkout. Encourage happy guests to write reviews by handing them a card with a link to review sites or placing one in their room. Or send a text message or email a few minutes after departure, while they’re still basking in the afterglow of their stay and have extra time during travel. But don’t overdo it; badgering, groveling and holding guests at gunpoint may have the opposite effect. <br /><br /><strong>Be scrupulous.</strong> After resigning from a hotel a few years ago, I asked my manager for a reference letter, and he told me to write the letter and he would sign it. No argument there. If only hotels could do the same on behalf of guests. Problem is, artificially stacking the deck may set expectations your property can’t meet, leading to more bad reviews. Moreover, any attempt to game the system, like offering incentives and rewards in exchange for reviews, jeopardizes the integrity and spirit of social media. You risk penalties from review sites and a backlash from travelers. Better to channel that devious thinking toward fine-tuning the guest experience. <br /><br /><strong>Monitor and engage. </strong>TripAdvisor is the largest travel review site, but far from the only place travelers are talking about your hotel. You might be missing out on business from online travel agencies like Expedia and Travelocity because of low rankings and lackluster reviews. Strive for consistency in reputation on all platforms. Use a social media monitoring tool like Revinate (whom I consult for) to track and consolidate mentions across the web and compare performance with competitors. By interacting with guests before, during, and after their stay via sites like Facebook, Twitter and Foursquare, you’ll encourage them to spread the word.<br /><br /><strong>Recognize and reward.</strong> As a front desk agent I used to live in constant fear that every difficult guest I encountered was a silent shopper who would recommend I be fired. In the age of social media, everyone’s a critic and should be treated accordingly. Fear can be a strong motivator, but a carrot is more effective than a stick. Encourage staff to go that extra mile by sharing feedback throughout the hotel and recognizing and rewarding individuals and departments for high ratings and favorable mentions. <br /><br /><strong>Convert upset guests into advocates.</strong> Travelers tend to judge hotels less on problems that occur than on how well they’re handled. Anyone who uses social media to voice displeasure is also likely to be vocal when an issue is expertly handled. Empower your employees to resolve complaints with ingenuity and flair. Check in with guests at various touch points during their stay to catch issues in real-time, and never let a guest leave dissatisfied. Who knows, with proper handling that apoplectic bride might have become your hotel’s best advocate. <br /><br /><strong>About Revinate. </strong>The ultimate <a href="http://www.revinate.com/">social media solution for hotels</a>, Revinate harnesses online reviews and social media as the ultimate measures of guest satisfaction and drivers of demand. By tracking key metrics, providing real-time alerts and intuitively guiding hoteliers to action, Revinate helps hospitality companies profit from social media. For more information visit <a href="http://www.revinate.com/">http://www.revinate.com/</a>.<br /><br /><em>Comments or tips of your own? Share them here.</em><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-378496474769461428?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com4tag:blogger.com,1999:blog-990207797510987556.post-44872288971176240652010-06-25T12:26:00.000-07:002010-08-25T21:56:32.932-07:00<div class="separator" style="clear: both; text-align: center;"><a href="http://3.bp.blogspot.com/_GBKddbdp2O8/TCUB4ipNwCI/AAAAAAAAAKs/9bxHBGtgsXE/s1600/Blow+up+doll.jpg" imageanchor="1" style="clear: left; cssfloat: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="320" ru="true" src="http://3.bp.blogspot.com/_GBKddbdp2O8/TCUB4ipNwCI/AAAAAAAAAKs/9bxHBGtgsXE/s320/Blow+up+doll.jpg" width="169" /></a></div>By Daniel Edward Craig<br /><br />A recent story about a <a href="http://www.hotel-online.com/News/PR2010_2nd/Jun10_GoodDeed2.html">hotel housekeeper in Miami who found in $6,000</a> in cash in a guestroom got me to thinking about items guests leave behind. As travelers, we’ve all experienced that sensation upon arriving at the airport that our luggage feels pleasantly lighter – only to realize we left half our belongings in the closet of our hotel room.<br /><br />Curious, I decided to pay a visit to <a href="http://www.opushotel.com/">OPUS Hotel</a>’s housekeeping department to see what was kicking around Lost and Found. There I found boxes and boxes of guest belongings. Most of it looked like junk abandoned by guests, but hotels undertake too many frantic dumpster dives to make assumptions about what guests may or may not deem as valuable.<br /><br />While I was perusing the log book, a group of housekeeping staff filed in after their shift, and one of them deposited an item on the desk before me. <br /><br />“A bra?” I asked, staring. It was one big bra. <br /><br />“Happens all the time,” said Alejandro, one of the housemen. <br /><br />“Usually it’s men’s underwear,” said Mila, making a face.<br /><a name='more'></a><br /><br />I asked what other things guests leave behind. They listed off everything from the trivial – toiletries, toothbrushes, CDs, adapters – to the treasured – jewelry, laptops, iPods, passports, USB sticks, clothing and prescriptions. One guest left behind an $800 bottle of Crystal champagne. It might have made for a fun staff party had he not picked it up – two years later. <br /><br />“Socks,” said Alejandro. “Lots of socks.” Next time you can’t find a sock, don’t blame the washing machine. You probably left it in your hotel room. <br /><br />“Cell phone chargers!” Marifel exclaimed, leading me to a box teeming with every imaginable type of charger. <br /><br />“Everything but money,” Maria said, with a sigh. <br /><br />Sex toys are another popular leave-behind, probably because they’re hidden out of sight, in a drawer or under the bed. “Do guests ever call looking for them?” I asked.<br /><br />“Oh no, never. They’re too embarrassed.” <br /><br />We don’t call them either. Leaving a message with their secretary might be a bit awkward. <br /><br />If items left behind in hotel rooms are an indication of what travelers are up to on the road, partners and spouses have good reason to be nervous. Recorded in the log book I found a whip, pornographic material, a nurse’s uniform, a wig, a stethoscope and narcotics. Then again, I also found business books, language tapes and a Bible. <br /><br />Years ago, when I worked on the front desk of a hotel, a guest left behind a blow-up doll. The doll hung around the back office for weeks and became like an employee, sitting in on meetings spread-eagle in her chair, her red lips shaped into a permanent look of surprise. One day she just disappeared. I think she grew tired of all the jokes.<br /><br />A few years ago at Opus, I found a bag of marijuana stashed on a ledge in the stairwell. I alerted the operations manager, Nicholas, and while passing a spliff back and – er, I mean after flushing it – we speculated on which staff member it belonged to. Recently, it occurred to me it might have belonged to a guest, after I read an <a href="http://www.blackbookmag.com/article/ryan-adams-golden-stars-on-streets-of-piss/6363">interview with rocker Ryan Adams</a>. Speaking about the Roosevelt Hotel in Hollywood, he said, “I used to hide my pot in the ventilator shaft for every time I returned, with a few Xanax for coming down from the boozing. It was always there, as they never dusted the place. Not so anymore.” Hotels are always happy to hold on to extra baggage for frequent guests, but our hospitality ends with illegal activities. <br /><br />Speaking of which, a friend of mine used to manage a swank hotel in Los Angeles, and one day a female guest came to the front desk to ask for access to another guest’s in-room safe. When she was informed that only the registered guest could be granted access, she gave a sinister retort: “Oh, he won't ever be back!” The next day, management opened the safe and found $200,000 in cash stuffed inside. They notified the police, who confiscated it – to the disappointment of the housekeeper, no doubt. Typically, hotels hold on to an item for three to six months and then dispose of it, donate it to charity, or allow employees to keep it. <br /><br />What should you do if you leave something behind in a hotel? Call Lost and Found immediately, and pray that it hasn’t been sold on the black market – a new revenue stream for hotels during the recession (kidding). If they can’t find it, be patient and persistent; sometimes items are temporarily misplaced, but eventually they should show up. The hotel will arrange to mail it back to you.<br /><br />As for that housekeeper in Miami, she turned the money in, and people were so taken by her honesty and dire personal circumstances that she received donations amounting to far more than the money she found. Let her story be a friendly reminder: If you’re going to leave anything behind in a hotel room, a <a href="http://www.hotel-online.com/News/PR2009_4th/Dec09_HskprTip.html">modest tip for the room attendant</a> will be most gratefully received. <br /><br />Have you lost or found something unusual in a hotel room?&nbsp;Share&nbsp;it&nbsp;here. <br /><br />Written by <a href="http://www.danieledwardcraig.com/">Daniel Edward Craig</a><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4487228897117624065?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com6tag:blogger.com,1999:blog-990207797510987556.post-42972651929380735942010-06-23T20:20:00.000-07:002010-07-16T15:03:31.194-07:00This is the second installment&nbsp;in a series of interviews I did with <a href="http://www.vfmleonardo.com/">VFM Leonardo</a>'s VTV channel. Chief Marketing Officer John McAuliffe and I discuss how social media differs from online reputation management, the basics of a social media program, and effective strategies for social media and reputation management in the hotel industry. Trust me, it's more interesting than it sounds. (Then again, I had the wrong video posted here for weeks and nobody seemed to notice ...)<br /><br /><embed allowscriptaccess="always" flashvars="height=315&amp;image=http://vtv.vfmleonardo.com/images/vtv_frame1.jpg&amp;width=400&amp;file=http://www.vfmii.com/medlib/progressiveMedia/30357193.fl8.flv" height="315" src="http://vtv.vfmleonardo.com/wp-content/plugins/flvplayer.swf" type="application/x-shockwave-flash" width="400"></embed><br /><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4297265192938073594?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-80305527855722422112010-06-10T14:25:00.000-07:002010-07-16T15:06:59.233-07:00This is&nbsp;the first of three&nbsp;interview segments&nbsp;I did with <a href="http://www.vfmleonardo.com/">VFM Leonardo</a>'s VTV on emerging trends in the hotel industry. This segment was inspired by a tongue-in-cheek post I wrote about my <a href="http://www.blog.danieledwardcraig.com/2010/01/craigs-list-hotel-industry-trends-in.html">predictions for trends in the hotel industry in 2010</a>. Watch for me getting caught on camera sneaking a sip of a suspicious-looking liquid. It's water, honest. <a href="http://vtv.vfmleonardo.com/emerging-trends-in-the-hotel-industry-lifestyle-the-new-luxury/">Click here</a> to play.<br /><br /><div class="separator" style="clear: both; text-align: center;"><img border="0" height="315" qu="true" src="http://4.bp.blogspot.com/_GBKddbdp2O8/TBFVW4MpSqI/AAAAAAAAAKk/g02FSl_qkZg/s400/Daniel+Edward+Craig+interview+on+VTV+VFL+Leonardo.jpg" width="400" /></div><div class="separator" style="clear: both; text-align: center;"><a href="http://vtv.vfmleonardo.com/emerging-trends-in-the-hotel-industry-lifestyle-the-new-luxury/">Click here to play</a> </div><div class="separator" style="clear: both; text-align: center;"><br /></div><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8030552785572242211?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com2tag:blogger.com,1999:blog-990207797510987556.post-51633876351293178972010-05-31T16:08:00.000-07:002010-09-29T08:40:02.931-07:00By Daniel Edward Craig<br /><br />In a recent article about <a href="http://www.blog.danieledwardcraig.com/2010/04/social-media-refresh-for-hotels.html">social media for hotels</a>, I argued that it doesn’t make sense for most hotels to start a blog. Blogs are time-consuming and challenging to maintain, often starting in a flurry of enthusiasm and then fading over time. An abandoned blog is like frayed carpet in a hotel lobby: it speaks of apathy and neglect and can be off-putting when stumbled upon. <br /><br />My comments prompted a minor outcry, though notably not from hotel managers but from third-party web marketers, who were quick to point out the benefits of blogs to search engine optimization. Last year, a <a href="http://blog.hubspot.com/blog/tabid/6307/bid/5014/Study-Shows-Small-Businesses-That-Blog-Get-55-More-Website-Visitors.aspx">Hubspot survey</a> reported that small businesses with a blog receive 55% more website traffic and 97% more inbound links than small businesses without a blog. <br /><br />If anyone understands the value of a hotel blog, I do. It was four years ago this month that I started the <a href="http://www.opushotel.com/blog/">General Manager’s Blog</a>, a first in the industry. Our then-director of marketing, Katrina, came up with the idea, and I’m still mad at her. Nevertheless, I tackled my first posts with zeal, writing in a breezy style that suggested I had banged them out between check-ins. In fact, a great deal of effort went into making them sound effortless.<br /><a name='more'></a><br />From the outset I promised to give an insider’s look at the hotel business and to “leave out the boring parts”. As the manager of an independent contemporary hotel, I could get away with being a bit edgy; writing things other hotel managers think but don’t dare say. I covered taboo subjects like <a href="http://www.opushotel.com/blog/the-holy-grail-of-the-hotel-business/">relocating</a>, <a href="http://www.opushotel.com/blog/the-day-the-earth-stood-still/">construction</a> and <a href="http://www.opushotel.com/blog/the-tyranny-of-the-mistreated-traveller/">guest complaints</a>. I debated the pros and cons of offering <a href="http://www.opushotel.com/blog/deconstructing-mini-bars/">sex toys in the mini-bar</a>. And I vented about a <a href="http://www.opushotel.com/blog/guests-behaving-badly/">challenging weekend</a> in which a guest received a stream of “nieces” to his room and a drag queen gave her room a makeover … with her makeup.<br /><br />In many ways, hotels are an ideal platform for a blog. We welcome a stream of new guests each day, and they bring with them unique stories, inspiration and, occasionally, drama. But while reporting on guest antics might be great for attracting blog traffic, it can also frighten travelers away. So I’ve had to walk a fine line, providing enough intrigue to appeal to readers while respecting the privacy of guests. With such a narrow scope, I’ve often found myself staring hopelessly at a blank computer screen, feeling increasingly anxious about the other duties I’m neglecting. It’s a lot more fun to swill cocktails with clients in the hotel lounge. <br /><br />Given the challenges, it’s no surprise that <a href="http://www.invesp.com/blog-rank/Hotels">blogs written by hoteliers</a> are still quite rare. Some of the best I’ve seen are published like an online magazine, rich in imagery and content, with enviable resources backing them. Others are simpler, maintained by the owner or manager of a small hotel or inn, with compelling, quirky stories and an intensely personal feel. <br /><br />Recently, I came across a new blog for a bed-and-breakfast whose author promised to post something every day so as “not to disappoint” her readers. All I could think was good luck. It’s only a matter of time before she resorts to writing about kittens, what she had for breakfast, and why beige is her favourite colour. I try to avoid this fate by blogging infrequently and writing long posts, exploring topics from various angles.<br /><br />In this age of social media, a blog provides a platform for hotels to engage with guests. But readers rarely leave comments, and I’m often convinced that no one is listening—and that if anyone is listening, they think I’m a moron. Then, just as I’m sinking into total despair, I’ll receive a gushing comment about how great my blog is … only to realize it’s spam from a timeshare in Goa. Travelers tend to be more active in sharing content on Facebook, Twitter and, of course, TripAdvisor and other online travel communities. <br /><br />What readers probably don’t know about the OPUS blog is that it’s frequently quoted and republished across the web, has been lauded by publications from Condé Nast Traveler to <a href="http://content.usatoday.com/communities/hotelcheckin/post/2010/02/hotel-insider-shares-tips-on-how-to-complain-to-your-hotel-to-get-what-you-want/1">USA Today</a>, and is followed by travelers, hotel employees and students around the world. <br /><br />At the end of 2007, I left OPUS to focus on writing. My successor as general manager, Nicholas, a clever fellow, opted to delegate the blog to Katrina. Suddenly Katrina wasn’t so thrilled about her brilliant idea. Rechristening it OPUS Hotels’ Blog, she explored meaningful issues like <a href="http://www.opushotel.com/blog/is-green-the-new-black/">hotels and the environment</a> and <a href="http://www.opushotel.com/blog/healthy-drinking-at-opus-hotel/">healthful drinking</a>. Needless to say, readership plummeted. (Okay, I’m kidding.) In 2008, I returned as <a href="http://www.opushotel.com/blog/home-sweet-hotel/">interim resident manager</a> of OPUS Montreal and have been maintaining the blog since, along with working on various other projects.<br /><br />There’s no question, a blog can be great for SEO and can give personality to a hotel, helping to distinguish it from other hotels. If a property has the skills and commitment for the long haul, I say go for it; we need more hoteliers in the blogosphere. If not, the hotel’s scarce resources might be better channeled elsewhere.<br /><br />Why does OPUS persist? The blog has become a part of our culture, drawing people to our site who might not otherwise find us and giving our guests a flavour of what to expect before they arrive. Looking ahead, we plan to integrate it further into our marketing and social media activities and to bring back some of its original edge. Our marketing director, Chella, tells me I’ve softened of late. Apparently, I was getting dangerously close to writing about kittens. <br /><br /><strong>OPUS Hotels’ Top Ten Most Popular Blog Posts: </strong><br /><br />1. <a href="http://www.opushotel.com/blog/so-you-want-to-work-in-hotels/">So You Want to Work in Hotels</a> <br />2. <a href="http://www.opushotel.com/blog/is-green-the-new-black/">Is Green the New Black?</a> <br />3. <a href="http://www.opushotel.com/blog/hotels-in-space/">Hotels in Space</a><br />4. <a href="http://www.opushotel.com/blog/deconstructing-mini-bars/">Deconstructing the Hotel Mini-Bar</a> <br />5. <a href="http://www.opushotel.com/blog/sos-from-island-paradise/">SOS from Island Paradise</a><br />6. <a href="http://www.opushotel.com/blog/the-tyranny-of-the-mistreated-traveller/">The Tyranny of the Mistreated Traveler</a> <br />7. <a href="http://www.opushotel.com/blog/what-to-do-when-things-go-wrong-in-a-hotel/">What to Do When Things Go Wrong in a Hotel</a><br />8. <a href="http://www.opushotel.com/blog/%e2%80%9ca-hidden-gem%e2%80%9d-or-%e2%80%9clame%e2%80%9d-online-travel-reviewers-to-watch-out-for/">Online Travel Reviewers to Watch Out For</a><br />9. <a href="http://www.opushotel.com/blog/behind-the-scenes-before-the-winter-olympics/">Behind the Scenes Before the Winter Olympics</a><br />10. <a href="http://www.opushotel.com/blog/the-day-the-earth-stood-still/">The Day the Earth Stood Still</a> <br /><br /><em>Do you have a favourite travel or hotel blog or blogging tips of your own? Share them here.</em><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-5163387635129317897?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com8tag:blogger.com,1999:blog-990207797510987556.post-2612441415678469052010-05-17T11:01:00.000-07:002010-08-25T21:57:14.865-07:00By Daniel Edward Craig<br /><br />It appears that hotels are finally waking up to the importance of monitoring and responding to online reviews. <a href="http://www.tripadvisor.com/">TripAdvisor</a> reports a 203% increase in hotel responses to negative reviews last year. Unfortunately, this equates to a mere 4% response rate. As reviews become ubiquitous, playing an increasingly critical role in travel decisions, hoteliers can no longer afford to let complaints go unanswered. In the second installment of this <a href="http://www.blog.danieledwardcraig.com/2010/05/best-practices-for-responding-to-online.html">two-part series</a>, we share more tips for responding to negative online reviews. <br /><br /><strong>What kind of tone should I use? </strong><br />Some hotel managers write like it’s the Victorian era and they’re running Buckingham Palace. In social media you can be more informal and to the point, though always professional. Address the guest directly, but bear in mind you’re speaking to an entire community. As difficult as it may be at times, try not to take negative feedback personally. And don’t be dramatic, as in “I’m shocked and devastated by your comments”—it’s a guest complaint, not a death in the family. Avoid humor and especially sarcasm, and never be defensive, petty or condescending. You might think you’re concealing your true feelings, but travelers can read between the lines. <br /><br /><strong>Bad response: </strong>“I sure hope all these bad reviews aren’t being posted by our competitors. Just kidding.”<br /><br /><strong>Good response: </strong>“We take all feedback seriously, and sincerely regret that we did not meet your expectations.”<br /><br /><strong>What if the reviewer makes false claims? </strong><br />Dispute the review with the host website, providing backup. Be forewarned, however, that this can be a slow and often futile process. In the meantime, post a reply to set the record straight diplomatically and respectfully. Never accuse a reviewer of dishonesty or exaggeration; erroneous claims are often the result of a misunderstanding, not maliciousness. If a reviewer is obviously delusional, don’t feel obliged to respond; travelers will understand. Accept that occasionally you’ll be the victim of unfair or false claims. Support your team and move on. <br /><br /><strong>Bad response: </strong>“Your claims are at best pure fabrications and at worst a deliberate attempt to slander our good reputation.”<br /><br /><strong>Good response: </strong>“We can find no record of this incident, and it certainly is not in keeping with how we treat our guests. We urge you to contact us directly to discuss.”<br /><a name='more'></a><br /><strong>What if the claims are true but I can’t fix the problem?</strong><br />Be transparent. Acknowledge that it’s an ongoing issue that may take time to resolve, and apologize. Complaints such as a noisy neighborhood, limited services, rooms in need of a renovation, or an inconvenient location can help set expectations for other guests and thereby reduce complaints. Use feedback to make a case to ownership for upgrading facilities and services. <br /><br /><strong>Bad response: </strong>“Sorry, but we can’t control noise from the street. You should have asked for a quiet room.” <br /><br /><strong>Good response: </strong>“We sincerely regret the disturbance. Our downtown location can mean extra street activity on weekends, as much as we try to contain it. On your next visit, we would be happy to assign one of our quieter, east-facing rooms upon request.” <br /><br /><strong>What if the complaint is about high prices?</strong><br />Likely the issue is less about pricing than perceived value. The traveler may be unfamiliar with pricing levels in your destination or caliber of property. Resist the urge to lecture. If guests feel they did not get good value for their money, you share responsibility and should express regret. <br /><br /><strong>Bad response: </strong>“Our hotel is not, as you claim, a ‘RIP OFF’. If you traveled more often you’d understand that it’s pricey in this city and we’re by far not the most expensive.”<br /><br /><strong>Good response: </strong>“Our pricing is in line with similar properties in this area and we feel that we offer good value given our central location and extensive facilities. However, in your case it appears we failed to meet expectations, and for that I am truly sorry.”<br /><br /><strong>What if we already handled the complaint?</strong><br />Given that the guest is posting a complaint, it’s a safe assumption that you didn’t handle it to her satisfaction. You should have the guest’s contact info on file, so call her directly and try to resolve things, with the objective of having her remove the negative remark or post a follow-up comment. In the meantime, post a reply to acknowledge the complaint.<br /><br /><strong>Bad response: </strong>“We already comped your meal after your alleged ‘near-death experience’ from mussels in our award-winning restaurant. I guess you’re looking for more freebies.”<br /><br /><strong>Good response: </strong>“We were under the impression we had resolved this issue to your satisfaction at the time it was brought to our attention. I am sorry if this is not the case. I have left you a message, and look forward to discussing the matter in more detail.” <br /><br /><strong>How can I keep track of reviews?</strong><br />You can subscribe to alerts from TripAdvisor, Google and Yahoo, but considering the explosive growth of online reviews, I recommend a comprehensive and manageable platform for managing your hotel’s reputation like <a href="http://www.revinate.com/">Revinate</a> (whom I consult for). <br /><br /><strong>How do I encourage positive reviews?</strong><br />I’ll address this question at length in a future article, but for now I’ll say never let a guest leave dissatisfied and don’t be shy about asking happy guests to share feedback. If you’re not using feedback to improve, it doesn’t matter how good you are at responding to complaints. Above all, be remarkable. As marketing guru <a href="http://sethgodin.typepad.com/">Seth Godin</a> says, that means worth remarking about. <br /><br /><em>For more tips see </em><a href="http://www.blog.danieledwardcraig.com/2010/05/best-practices-for-responding-to-online.html"><em>Part I</em></a><em>. C</em><em>omments or tips of your own? Share them here.</em><br /><br /><strong>About Revinate. </strong>The ultimate <a href="http://www.revinate.com/">social media solution for hotels</a>, Revinate harnesses online reviews and social media as the ultimate measures of guest satisfaction and drivers of demand. By tracking key metrics, providing real-time alerts and intuitively guiding hoteliers to action, Revinate helps hospitality companies profit from social media. For more information visit <a href="http://www.revinate.com/">http://www.revinate.com/</a>.<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-261244141567846905?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com3tag:blogger.com,1999:blog-990207797510987556.post-38748924655079437202010-05-04T09:11:00.000-07:002010-06-03T13:19:15.389-07:00By <a href="http://www.danieledwardcraig.com/">Daniel Edward Craig</a><br /><br />As a hotel manager, when a guest comes to the front desk to register a complaint, do you: 1) look busy; 2) skulk out the back door; or 3) handle the matter personally? <br /><br />Not that difficult a question, is it? Then why do only 4% of negative reviews on TripAdvisor get a response? Does the fact that reviews are often anonymous and directed at travelers rather than hotels let us off the hook? Or are hoteliers even paying attention? Consumers certainly are. Reviews are playing an increasingly important role in booking decisions. Some would say that online reviews deserve even more time than internal surveys, as the feedback is just as (if not more) valuable, and the impact is public.<br /><br />According to TripAdvisor, a property’s response to criticism can have more influence on traveler decisions than the criticism itself. Hoteliers have a chance to redeem themselves, yet the vast majority chooses to remain silent, willfully allowing reputation and business to suffer. Granted, not all review sites allow hotel responses. Online travel agencies posted three times as many hotel reviews than traveler review sites last year, yet whereas Expedia and Hotels.com allow responses, Priceline and Travelocity don’t, effectively shutting hotels out of the conversation. <br /><br />Given their influence on booking decisions, it’s a safe bet that soon all OTAs will allow hotel responses. It’s time for hoteliers to make more time for monitoring and responding to public feedback. Here are some tips for responding to reviews to minimize damage and cast your hotel in a more positive light. Each property will have a different approach, so I recommend answering these questions on your own and compiling the results into a brief strategic plan. <br /><a name='more'></a><br /><strong>Should I respond to all reviews? </strong><br />You should respond to any feedback that is damaging to your hotel’s reputation, even if simply to acknowledge the issue and apologize. An unanswered complaint leaves travelers to draw their own conclusions, as in “I guess it’s true” or “The hotel doesn’t care”. <br /><br />Respond to positive reviews occasionally to show you’re listening, to express appreciation and to reinforce the positive, but don’t feel obliged to reply to each one. Travelers read reviews for advice from other travelers, not for a succession of gloating responses from hotel managers. That said, your advocates deserve proper reverence. If the host site permits, send a private note of thanks and flag their profile to acknowledge them in person on their next stay.<br /><br /><strong>Bad response: </strong>“It is with tremendous joy that I read your most gracious remarks regarding our cherished employees, who take immense pride in pleasing our valued guests …”<br /><br /><strong>Good response: </strong>“Thank you for your wonderful remarks, which I have shared with our staff. We are thrilled to hear that you enjoyed your stay, and look forward to welcoming you back soon.”<br /><br /><strong>Who should respond? </strong><br />Given their influence, online reviews should be handled at the highest level and disseminated at all levels. It’s okay for a verbally gifted middle manager or executive assistant to draft responses, provided they’re approved by—and addressed from—a senior manager. As a rule I discourage hotel owners from responding. They have too much at stake and aren’t always as diplomatic as managers.<br /><br /><strong>Bad response: </strong>“How dare you insult my bootifull hotel! I spit on your mother’s grave!”<br /><br /><strong>Good response: </strong>“We welcome all constructive criticism, as it helps us to get better.”<br /><br /><strong>When should I respond?</strong><br />The sooner the better. The longer a complaint is left to fester, the more business it will drive away. But first thoroughly investigate the incident, draft a reply, sleep on it, delete all threats and curses, and have it reviewed by a highly literate and judicious colleague. <br /><br />If your property rarely receives reviews, negative reviews will have a longer shelf-life, which makes monitoring and responding even more important. If you receive frequent reviews, regular responses are necessary to keep them up front and center—ideally on the first page. To stay on top of reviews I recommend a reputation management tool like <a href="http://www.revinate.com/">Revinate</a> (whom I consult for), which will scour the web for mentions of your hotel on all social media platforms and deliver a daily summary to your desktop.<br /><br /><strong>Bad response: </strong>“I would have appreciated it if you had brought this issue to my attention while a guest rather than two years later.” <br /><br /><strong>Good response. </strong>“You will be happy to know that, as a result of guest feedback like yours, we have implemented the following changes …”<br /><br /><strong>What should I say? </strong><br />A poorly worded response risks making things worse, whereas a well executed response will prompt readers to conclude that, despite unfortunate circumstances, management cares and is on the ball. Thank the reviewer, acknowledge positive comments first, and apologize. Explain what you’ve done to fix the problem—or why it can’t be fixed. Readers will be put off by stock replies, and a few changed words won’t fool them, so tailor each response. Never offer compensation, as it might encourage more complaints. <br /><br /><strong>Bad response. </strong>“Let’s try to avoid hyperbolizing, shall we, as in ‘worst hotel experience EVER!’ Yes, we dropped the ball, but we got slammed that morning and two employees called in sick.” <br /><br /><strong>Good response: </strong>“Clearly we were not performing to our usual standards that morning, and for that I sincerely apologize. I have reviewed your feedback in detail with our restaurant manager.”<br /><br /><em>Stay tuned for <a href="http://www.blog.danieledwardcraig.com/2010/05/best-practices-for-responding-to-online_17.html">Part 2</a>, in which we discuss what to do about false claims and complaints that can’t be resolved. If you have comments or tips of your own to share, post them here under Comments. </em><br /><br /><strong>About Revinate. </strong>The ultimate <a href="http://www.revinate.com/">social media solution for hotels</a>,&nbsp;Revinate harnesses online reviews and social media as the ultimate measures of guest satisfaction and drivers of demand. By tracking key metrics, providing real-time alerts and intuitively guiding hoteliers to action, Revinate helps hospitality companies profit from social media. For more information visit <a href="http://www.revinate.com/">http://www.revinate.com/</a>.<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-3874892465507943720?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com13tag:blogger.com,1999:blog-990207797510987556.post-11065681014308594722010-04-26T10:49:00.000-07:002010-05-19T13:34:09.450-07:00<div align="left" class="separator" style="clear: both; text-align: center;"><img border="0" height="251" src="http://1.bp.blogspot.com/_GBKddbdp2O8/S9XRO8d6X6I/AAAAAAAAAJM/r5A0G_PTBxM/s320/New+Yorker+Social+Media+Cartoon+-+Batter.gif" tt="true" width="320" /></div><br />By <a href="http://www.danieledwardcraig.com/">Daniel Edward Craig</a><br /><br />Social media programs tend to start with a flurry of activity and then either take over our life or fade into obscurity. At one end of the spectrum is the coordinator who’s issuing updates every thirteen seconds and neglecting her other duties. At the other end is the manager who resents social media's insatiable appetite for time and creative energy and is neglecting it in favor of other duties. <br /><br />The key is to find the right balance: to manage social media rather than allow it to manage you. A basic program can be administered in as little as ten hours per week, with excellent results for your hotel’s reputation, relationships and the bottom line. Here are some tips for investing your time in all the right places. <br /><br /><strong>Less is more. </strong>Social media is essentially about sharing content in the form of words, images and videos. This can be accomplished via as few as three platforms: Facebook, Twitter and YouTube. These platforms allow you access to both a mass market and niche markets. You can participate elsewhere if you have the resources, but better to do a great job on a few platforms than a mediocre job on multiple platforms. Social media’s potential is significant but limited and resources should be allocated accordingly. The best programs are fully integrated with marketing and operational activities.<br /><a name='more'></a><br /><strong>Listen first. </strong>Don’t be that guy who barges into a conversation, says something out of context, and gets tuned out. Monitor first. Learn about what people are saying about your property, your destination and the travel industry. Then message. You can facilitate monitoring by subscribing to a listening tool that scans the web for mentions of your hotel and delivers a daily summary to your desktop. Be disciplined: get in, monitor, message, and get out. Otherwise you’ll lift your head and it’ll suddenly be four hours later. <br /><br /><strong>Make reviews a priority. </strong>If you do nothing else, monitor reviews of your hotel, share feedback with staff, and respond to complaints. TripAdvisor is the largest review site, but reviews are popping up everywhere, and Twitter is increasingly being used to air grievances. <a href="http://www.phocuswright.com/library/fyi/1251?utm_source=feedburner&amp;utm_medium=feed&amp;utm_campaign=Feed%3A+PhoCusWrightFYI+%28PhoCusWright%27s+FYI%29">PhoCusWright reports</a> that almost three times as many reviews were posted on online travel agencies than on traveler review sites last year. Moreover, OTA shoppers who visit review pages are twice as likely to convert. Yes, some reviews are false or exaggerated, but all the more reason to respond.<br /><br /><strong>Leave out the boring parts. </strong>We all know someone who can tell a story about her old vacuum cleaner and have us in tears, and another person who can tell us about seeing his mother eaten alive by alligators and have us glancing at the time. Traveler reviews are compelling because they tell stories populated with facts, trivia, tips and humor. Use these elements in your messaging. Be spare with words and generous with imagery, and use hooks that make readers want to click for more. And remember, the subtext to every good story is your hotel’s branding, mission statement and values.<br /><br /><strong>Easy on the smileys and exclamation marks. </strong>Your tone should fit your hotel’s branding. Be less formal than when dealing with guests in person, but not overly familiar, and always be professional. Show enthusiasm, but don’t be cutesy or overly promotional. And by that I mean annoying—it will cost you friends and followers. If people other than you think you’re funny, then by all means use humor, but never when dealing with complaints, and avoid sarcasm. Each platform has a different audience and communication style, so adapt your tone and messaging to the medium.<br /><br /><strong>Think of social media as a cocktail party. </strong>While mingling, we tend to tune out the chatty Cathys, the braggarts and the Debbie Downers, and we don’t even notice the quiet shy guy in the corner. We’re drawn to passionate people who think before they speak and say things relevant to us. How often should you issue updates? As often as you have something interesting and relevant to share with your primary audience of guests and prospective guests, and not a peep or tweet more. That disqualifies photos from drunken staff parties and birth announcements from housekeeping. Unless someone had octuplets. <br /><br /><strong>Should you start a blog? </strong>Probably not. The web is a wasteland of abandoned Facebook pages, blogs and Twitter profiles. Blogs in particular are hard to maintain and time-consuming, often devolving into thinly disguised publicity vehicles or random posts from semi-literates. An abandoned social media platform is like a frayed carpet in your hotel lobby: it speaks of apathy and neglect and is off-putting when stumbled upon. A well-executed blog can give personality to your hotel and drive traffic to your website, but unless you have the skills in-house and are in for the long haul, channel your resources elsewhere. <br /><br /><strong>Turn guests into advocates. </strong>Out of ideas and content? No problem. The most compelling social media content comes not from hotels but from guests. Encourage them to use your platforms and their own to share stories, news, reviews, photos, videos and tips. You may be surprised by their enthusiasm. It’s okay if guest content is a bit amateurish—in fact, it’s more authentic. Be sure to acknowledge their efforts.<br /><br /><em>Need assistance with social media?&nbsp;<a href="mailto:info@danieledwardcraig.com">Email me</a> for a quote. Comments or tips to share? Click "Comments" below.</em> <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><br />Cartoon credit: <a href="http://www.newyorker.com/humor/issuecartoons/2010/04/19/cartoons_20100412#slide=18">The New Yorker</a><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-1106568101430859472?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com7tag:blogger.com,1999:blog-990207797510987556.post-72294305770654021902010-04-05T09:57:00.000-07:002010-05-04T09:17:59.754-07:00By <a href="http://www.danieledwardcraig.com/">Daniel Edward Craig</a><br /><br />In the battle for market share, hotel managers with a background in sales have a distinct advantage. For managers who worked their way up through other departments, keeping the sales team productive and motivated can be a daunting task. Here are a few tips for ensuring your property is sales driven from the top down. <br /><br /><strong>Be an advocate.</strong> Years ago, when I transferred to sales from the front desk, I became “one of them”: prancing around in designer suits and swilling cocktails with “clients” in the hotel lounge. If I wasn’t harassing my long-suffering colleagues on the front desk for last-minute showrooms, I was tossing around upgrades like confetti at an Italian wedding. <br /><br />If only the job were that glamorous. As hotel manager, you need to support the sales team by educating other departments on the unique challenges of securing business. Sales people are demanding and exacting because their clients are, not because they get a thrill out of seeing operations staff sweat.<br /><a name='more'></a><br /><strong>Celebrate success.</strong> The pressures of revenue targets, activity quotas, and frequent rejection can make sales people a tad needier than their hardened colleagues in operations. And chattier too. Don’t hide from them. A good hotel manager engages sales staff, understands their ups and downs, and acknowledges wins big and small. Drop by the department regularly, attend sales meetings, and covet your big producers.<br /><br /><strong>Prospect or perish.</strong> Sales managers will find any excuse not to make cold calls—reorganizing files, springing for office lattes, chatting up the ladies at the front desk. Days and weeks drift by, and suddenly your hotel has lost market share. Don’t let this happen. Prospecting is like saving money: most people pay expenses first and save what’s left over: nothing. Save first by making prospecting the number one priority every day. Rest assured, the other duties will get done.<br /><br /><strong>Praise rewards, but money motivates.</strong> An incentive plan is like a silent supervisor: it keeps staff focused and motivated even when you’re not around. A well-crafted plan is simple to understand and easy to track, with individual and group components, tiered quarterly and year-end payments, and activity quotas. Foster a sales-driven team environment by including support staff in the plan and implementing upsell and suite sales incentives for reservations and the front desk. And don’t be stingy.<br /><br /><strong>Create structure.</strong> Sales people can be hard to track; they’re notorious for long lunches and unexplained absences. But they’re not above the rules. If they’re not making their numbers, there’s simply no excuse for dashing out the door at the strike of five. Above all, they must be there for the client, whether it’s a late evening, an early morning, or a sunny Sunday afternoon. The more self-disciplined they are, the fewer rules you’ll have to enforce.<br /><br /><strong>Back to the basics. </strong>Sales is about building relationships, and that means lots of sales calls, entertaining, and networking events. Tradeshows have diminished in effectiveness; a sales trip crammed with targeted one-on-one meetings will produce far better results. Good salespeople are resourceful and highly competitive; they scour the news for business opportunities, survey competitor reader boards, and blitz local businesses. If a sales manager prefers to hide behind her computer, she might be more comfortable in accounting.<br /><br /><strong>Think like a client.</strong> Salespeople must be instantly likeable, and even more likeable over time. If not, they’ll have a hard time getting face time with clients. They should also instill confidence, be immaculately groomed, and be a great listener. If you’re not getting this vibe in an interview, your clients won’t either—move on. When making an offer, leave room for negotiation; it’ll be a good indication of how well they’ll negotiate with clients. <br /><br /><strong>Don’t interfere.</strong> Support the sales team by meeting and entertaining clients and, when appropriate, picking up the phone to thank (or ask) them for the business. But don’t impose unless you’re adding value; the sales manager has worked hard to build the relationship, and an awkward meeting or clumsy remark might blow the deal. When groups are on property, make your presence known. Follow protocol by addressing VIP welcome cards from you, not from Susie the sales coordinator.<br /><br /><em>More tips or comments to share? Post them <a href="https://www.blogger.com/comment.g?blogID=990207797510987556&amp;postID=7229430577065402190">here</a>.</em> <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-7229430577065402190?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com8tag:blogger.com,1999:blog-990207797510987556.post-29907648451315198402010-03-25T09:39:00.000-07:002010-04-05T10:26:07.226-07:00<div class="separator" style="clear: both; text-align: left;">By <a href="http://www.danieledwardcraig.com/">Daniel Edward Craig</a></div><div class="separator" style="clear: both; text-align: left;"><br /></div><div class="separator" style="clear: both; text-align: left;"><em>"We often hear from travelers that how a property responds to criticism has more influence on their booking decision than the criticism itself.”—April Robb, TripAdvisor</em></div><div style="text-align: left;"><br /></div>Social media is all about managing your hotel’s online reputation, and no platform wields more influence on travel decisions than <a href="http://www.tripadvisor.com/">TripAdvisor</a>. Recently, I interviewed April Robb, TripAdvisor’s Social Media Program Manager, responsible for social media outreach, brand monitoring, and blogger relations. She offered up some great advice to hoteliers for managing online reviews. <br /><br /><strong>What’s new at TripAdvisor? </strong><br />TripAdvisor now has 32 million unique monthly visitors, 15 million+ members, and more than 30 million reviews and opinions on over one million properties. We’re operating in 17 countries and 12 languages. One of our newest initiatives is Business Listings, which allows hotel owners the option of including direct contact details – website, phone number, and email address – on their hotel page on all TripAdvisor domains for an annual fee based on the size of property. Our goal is to put hoteliers one keystroke away from converting potential guests into paying guests. <br /><a name='more'></a><br /><strong>Hotel reviews are popping up everywhere online, and there appears to be a trend toward sites sharing reviews, like on Google Maps. Where else do TripAdvisor reviews appear?</strong><br />We believe that travelers should be able to find other travelers’ feedback anywhere they’re researching their trips. That’s why we’ve created our Partnerships group, and have given both hoteliers and other travel sites different ways to partner with us and post our reviews. We’ve currently got over 100 contracted content partners – including jetBlue, Walt Disney World, Westin Hotels and Resorts, Visit London, Hertz, and AOL Travel – and over 14,000 unique websites have added a self-service widget or badge. <br /><br />As the world’s largest travel community, TripAdvisor truly represents the wisdom of the crowds. The sheer volume of reviews we have for an individual property allows travelers to base their decisions on the opinions of many. <br /><br /><strong>What factors affect a property’s ranking in the popularity index? </strong><br />The primary factors are the quantity of reviews, how well those reviews rate the property, and how current the reviews are. If we’ve discovered that a property has engaged in fraudulent activity, the penalties may very well impact their ranking for a period of time. And since I’ve been asked several times, I also want to clarify that whether or not a property opts for a business listing does not impact their popularity ranking.<br /><br /><strong>What steps do you recommend hotels take to increase positive reviews?</strong><br />First and foremost, take care of your guests and give them a good experience. We do encourage hoteliers to solicit reviews, as long as incentives are not used. We also recommend that hotels monitor their reviews, and take advantage of this free feedback. Hoteliers can sign up via our Owners’ Center to take advantage of free tools like email reminders, mini-review widgets, downloadable flyers, and custom reminder cards. We also offer badges, new review alerts, management response capabilities, and the ability to monitor satisfaction trends and compare performance against competitors. <br /><br />Hotels should address any problems that travelers have identified so they don’t impact future guests’ stays – and reviews. They should also think about managing their entire listing, not just the reviews. Make sure the listing is as complete as possible. Travelers love photos and, as of March 1st, owners can upload an unlimited number. They can upload videos, as well. Also, the detail tab on the hotel listing page is a great place to enhance their property description. <br /><br /><strong>What is TripAdvisor’s policy on hotels offering incentives or rewards to guests like upgrades, discounts or amenities for writing a positive review? </strong><br />It is against our policy for properties to offer incentives for reviews; the promise of a discount or any other perk casts the unbiased nature of the review into question. This policy is clearly stated within both our Help Center and the Owners’ Center. <br /><br />Whenever we find out about a property offering an incentive – and we encourage travelers to let us know – we get in touch with them. We determine if they are unaware of our policy, and made an honest mistake, or if there was an attempt to game the system. In the latter case, they are subject to a variety of penalties, and their property is no longer eligible for inclusion in our Travelers’ Choice awards and Top 10 lists. Also, reviews that are shown to have been submitted as part of the incentive program will be further verified and potentially removed. <br /><br /><strong>What can a hotel do if it feels a review is fraudulent or fictitious? </strong><br />Hoteliers can either make use of the Review Dispute form in the Owners’ Center or they can report the review via the "Report Inappropriate" link at the bottom of each review. While the dispute process is ongoing, we certainly encourage them to post a management response. <br /><br />Content integrity is something we take really seriously, and approach in several different ways. First of all, members are asked to check a box when they submit a review in order to certify that the review is their genuine opinion, and that they have no affiliation – business or personal – with the property. By checking the box, they are also confirming that they haven’t been offered an incentive or payment for their review. <br /><br /><strong>What does TripAdvisor do if it suspects a hotel has posted a fictitious review? </strong><br />We have three primary methods to insure the legitimacy of reviews: submissions are systematically screened by proprietary site tools that are continually upgraded; our team of quality assurance specialists investigates any suspicious content; and our large and passionate community helps screen our reviews and reports anything suspicious. If we determine that a hotel has posted a fake review, that review is removed, the property’s other reviews are investigated, and the property incurs penalties that may impact their popularity ranking. In some cases, a red badge will be posted on their hotel page, alerting travelers that the property’s reviews are suspicious. <br /><br /><strong>Do you recommend hotel managers respond to all reviews? </strong><br />We strongly encourage hoteliers to address negative reviews. We often hear from travelers that how a property responds to criticism has more influence on their booking decision than the criticism itself. A management response is the hotelier’s opportunity to apologize and to let both that traveler – and all potential guests who are reading the reviews – know how they have remedied any problems. It’s an indication that an owner is invested in improving their establishment, and that they take customer service seriously. <br /><br />As for positive reviews, we definitely see properties that respond and thank travelers for feedback. I think it goes a long way to creating loyal brand ambassadors. <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-2990764845131519840?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com16tag:blogger.com,1999:blog-990207797510987556.post-86614613853428698412010-03-08T08:20:00.000-08:002010-03-08T18:40:40.386-08:00If anything strikes fear in the hearts of hoteliers these days, it’s social media. Seemingly overnight, we’re expected to tune in to dozens of websites each day to make sure no one has badmouthed us or posted an embarrassing video. If they have, we’re obliged to respond in a courteous, guest-is-always-right manner, knowing that everyone is listening—travelers, clients, media and the competition. No pressure there.<br /><br />We’re also expected to generate original content. Not the easy pleasantries we’re used to exchanging with guests, like “Good morning!”, “Superior or deluxe?” and “How would you like to pay for that bathrobe in your suitcase?”, but clever, meaningful things in text, image and video format. And regardless of how desperate we may be to fill our rooms, we’re forbidden from being salesy or overtly promotional. That will cost us friends and followers.<br /><br />Social media is like a difficult guest who demands so much attention we’re not convinced she’s worth the effort. She’s in our lobby now, demanding to speak to the manager, because she didn’t get her wakeup call—and missed her daughter’s wedding. Like any great leader, our first impulse is to run and hide. But that will only make things worse. So we gently take her aside, listen, learn, and use every tool at our disposal to turn her around. In essence, we tame the social media beast.<br /><a name='more'></a><br />Social media has wrestled control over what is being said about hotels out of the hands of hoteliers and placed it into the hands of our guests—and then handed them a megaphone. This is fantastic when guests are singing our praises, but vexing if they’re crying for blood. Fortunately, new tools are now available to help us harness the powers of social media. One such tool is <a href="http://www.revinate.com/">Revinate</a>, a hotel-specific solution that so impressed me I'm now collaborating with its experienced team.<br /><br />For the hotel industry, social media is an all-encompassing term that includes traveler review sites like TripAdvisor and Yelp, online travel agencies like Expedia and Travelocity, social networking sites, blogs, and content-sharing platforms like YouTube and Flickr. Hoteliers can debate the power of platforms like Twitter and Facebook to drive room sales, but the influence of traveler review sites, where a “Book now!” button is never far away, is undeniable.<br /><br />A major point of resistance to developing a comprehensive social media program is the time commitment involved. As a former general manager and director of sales and marketing, I recognize the hunted look in the eyes of my colleagues. During these challenging economic times, who has time to actively seek feedback when there’s a line of neglected guests outside our door? And yet we’re all too aware of the risks of turning our backs on the conversation.<br /><br />Part of the solution is to reduce our dependency on traditional marketing activities that have diminished in effectiveness, things like print ads and brochures, direct mail, print publicity, voice reservations and three-martini lunches. Our resources need to shift to where the action is; increasingly, travel research, decisions and bookings are taking place online.<br /><br />At the same time, we can adopt time-saving applications that do the work for us. Tools that scour the web for text, photo and video mentions of our hotel and our competitors and deliver a daily summary to our desktop. For the cost of a room night per month, we can monitor performance in real time, share and respond to feedback, and drill down in areas where improvement is needed. A simple, intuitive interface is essential, of course, since hoteliers reserve all our patience for our guests.<br /><br />By bringing guest feedback into the open, social media empowers travelers to compare not only rates but multitudes of opinions in a variety of categories, from service and rooms to value and overall satisfaction. By collecting, qualifying and organizing this feedback, tools like Revinate enable two game-changing new standards of performance measurement in the hotel industry: market share of guest satisfaction and market share of voice.<br /><br />Whether we’re a hotel owner, general manager or department head, we can no longer avoid that guest roaring for our attention in the lobby. By reallocating resources and utilizing newly-available tools, we can convert the social media beast into a powerful ally for managing our hotel’s reputation and strengthening our business.<br /><br /><strong>About Revinate.</strong> The ultimate social media solution for hotels, Revinate harnesses online reviews and social media as the ultimate measures of guest satisfaction and drivers of demand. By tracking key metrics, providing real-time alerts and intuitively guiding hoteliers to action, Revinate helps hospitality companies profit from social media. For more information visit <a href="http://www.revinate.com/" title="blocked::http://www.revinate.com/">http://www.revinate.com/</a><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator"></span><a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8661461385342869841?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com4tag:blogger.com,1999:blog-990207797510987556.post-2845632543333917792010-02-15T13:20:00.000-08:002010-03-08T18:45:21.612-08:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/TripAdvisor-II-755523.gif"><img alt="" border="0" src="http://www.danieledwardcraig.com/blog/uploaded_images/TripAdvisor-II-755522.gif" style="cursor: hand; float: left; height: 49px; margin: 0px 10px 10px 0px; width: 148px;" /></a>Many hotels aspire to achieve top ranking in TripAdvisor’s popularity index, but <a href="http://www.hkhotels.com/">HKHotels</a> in New York dominates the charts, with all four of its properties in the <a href="http://www.tripadvisor.com/Hotels-g60763-New_York_City_New_York-Hotels.html">top five rankings</a>. Did they pay someone off at TripAdvisor? Write bogus reviews or complex algorithms?<br /><br />Turns out the secret is good old-fashioned hospitality. I thought hoteliers could learn a thing or two from the company, which owns and operates Hotel Giraffe, Casablanca Hotel, Hotel Elysée and the Library Hotel, so I contacted Adele Gutman, VP of Sales &amp; Marketing. Here’s a condensed version of my interview.<br /><br /><strong>Tell us how HKHotels achieved top five placement for all four of your hotels.</strong>Several years ago, one of our hotels was in the top ten on TripAdvisor and another at #56, and it made us wonder, why the disparity? We started to pay a lot of attention to reviews comments. It became clear that reviews were our greatest opportunity for word of mouth advertising. We set a goal to have all of our hotels in the top 10%.<br /><a name='more'></a><br />It was clear that satisfying our guests’ expectations wasn’t enough. To inspire the enthusiasm to post a review, we needed everyone to be thrilled. We had hired the nicest, happiest people we could find, so it was up to us to lead, train and empower them. Each hotel discusses reviews at morning meetings and posts comments on the board. Every employee, from housekeeper to doorman to general manager, takes pride in positive comments, so it created a self-perpetuating culture of going above the norm. We reached our initial goal of top 10% in 2004 and then made top ten in 2006.<br /><br /><strong>How are your hotels different from other New York offerings?</strong>If you ask our guests, they will probably point first to the friendly staff who will do anything to please them. Then to our clubroom concept, with complimentary refreshments, a European-style breakfast buffet and an evening wine and cheese reception. They might also mention free Wi-Fi, bottled water, cappuccino machine, and the comfortable, pleasing environment.<br /><br />Behind this is the owner’s commitment to spending resources on enhancing the guest experience instead of on high administrative and marketing costs. We trust that if we do all we can to delight our guests, they will support our marketing and sales efforts by spreading the word and returning. With the help of social media, they tell the world exactly what to expect. That’s great, because each of our hotels has its own personality and flavor. And that leads to better and more frequent reviews.<br /><br /><strong>Which social media platforms do you use?</strong>Facebook, Twitter, Linked In, TripAdvisor and any other review sites that allow us to enhance our listing or communicate with potential customers. We tried a blog for a while but it was too time-consuming. I would rather get stronger with Facebook, Twitter and travel review sites. We have small hotels and a lean team. We do not have the resources for a dedicated social media person; we each try to take a few minutes out of our day to see what people are saying and how we can participate in the conversation.<br /><br /><strong>What steps do you follow when you get a negative review?</strong>It’s hard to hear bad comments, but we learn from our guests and grow better each day. Every negative comment is reviewed by senior management. We find out as much as we can about what happened and we determine the actions needed to improve, in all four hotels if necessary. Sometimes we contact the traveler privately. We reply publicly if comments are so strong it would look strange and uncaring if we didn’t. Or it may be a topic we want to address with the TripAdvisor community to ensure it won’t be a problem for them. Some comments are so “interesting” it’s best to say nothing at all; we trust savvy travelers will take them with a grain of salt.<br /><br /><strong>What do you do to encourage guests to write reviews?</strong>The secret is to make guests feel they have found something so special they want to share it with the world. There is no shortcut or marketing ploy. It’s about hard work and genuine hospitality. After our guests check out, we send an email to thank them and invite them to write about us on TripAdvisor, along with a link. That’s it.<br /><br /><strong>What advice would you pass along to hotels who aspire to similar accomplishments?</strong>Give up the notion that there is a shortcut. Just be the best hotel you can be every single day. Treat every guest as though they were the most important travel writer in the world, because indeed they may very well be.<br /><br /><em>Note: TripAdvisor rankings can vary from week to week. Visit HKHotels at <a href="http://www.hkhotels.com/">http://www.hkhotels.com/</a>.<br /><br /></em><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator"></span><a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-284563254333391779?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com2tag:blogger.com,1999:blog-990207797510987556.post-44203966749668744702010-02-09T20:07:00.000-08:002010-03-28T20:02:46.736-07:00With the 2010 Winter Olympic Games due to start in Vancouver this Friday, I decided to pay a surprise visit to Opus Hotel to check in on frantic last-minute preparations. I didn’t exactly find what I expected!<br /><br /><div align="center"><object height="295" width="400"><param name="movie" value="http://www.youtube.com/v/LkPHwOxgtKc&amp;hl=en_US&amp;fs=1&amp;"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/LkPHwOxgtKc&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="400" height="295"></embed></object></div><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator"></span><a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4420396674966874470?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com3tag:blogger.com,1999:blog-990207797510987556.post-6630955348128128412010-02-03T17:15:00.000-08:002010-03-09T12:56:51.562-08:00People often corner me at social functions to tell me about a problem they’ve had in a hotel. It doesn’t matter if I’ve never worked for the hotel or the incident occurred seventeen years ago; apparently, it’s my duty to listen. Sometimes I get the impression they think I’m somehow to blame.<br /><br />I don’t mind, though. Bad service stories are fascinating. But often, as I hear the teller describe how the entire hotel staff conspired to ruin her stay, I see a different side. I see employees trying to help, and I see guests getting in the way. And I can’t help but think that if travelers had a bit more insight into how hotels worked, they’d have more time to enjoy their trips. And I’d have more fun at cocktail parties.<br /><br />To that end, I thought I’d share a few insider tips on what to do when things go wrong in a hotel.<br /><a name='more'></a><br /><strong>Should you complain? </strong>Probably. Hotels need to know if you’re dissatisfied; it gives us a chance to turn things around for you and to fix things for future guests. But if you set expectations the hotel can’t meet, such as a harbor view in a prairie hotel, resist the temptation to shift the blame. The best way to avoid unpleasant surprises is to check out online reviews before you book. They’ll give you the real story, warts and all.<br /><br /><strong>Talk to someone who can fix the problem. </strong>Yes, it feels good to unload on friends, colleagues and random strangers, but repetition heightens feelings of victimization, and chances are they’re not listening anyway. If the issue is minor, speak to the front desk. If it’s significant, ask for the duty manager. If tears and family heirlooms are involved, contact the general manager. If there’s blood, call 911.<br /><br /><strong>No more drama. </strong>Hotels will go to great lengths to appease guests, but it’s kind of hard if you’re throwing furniture or lunging at our throat. Ladies are discouraged from standing sullenly aside while their husband complains, uttering little huffs to convey feelings about their husband (wimp) and the manager (moron). Gentlemen, no need to inform us of your net worth, shoe size or number of Twitter followers. By virtue of being dissatisfied, you’re important enough.<br /><br /><strong>The maid didn’t steal your tiara. </strong>Hotel managers receive frequent calls from frantic guests who have misplaced a valuable item and immediately blame the nearest employee. Invariably, the item turns up. When a guest accused one of my staff members of stealing her iPod, I ran a key report and viewed security camera footage, then called her back to ask if she had checked with the stream of visitors to her room late that night. I didn’t hear back. Store your valuables in the safe.<br /><br /><strong>An eye for an eye. </strong>In today’s economy, hotels aren’t particularly enthusiastic about doling out freebies if we’re not at fault. If we messed up, however, the matter should be resolved to your satisfaction. If you feel you deserve compensation, be candid—otherwise you might get a fruit basket. But be reasonable. If you want a large cash payout, you’d better be missing a limb. If you invent or exaggerate a story to get free stuff, you might get it, but you’ll probably end up in hell.<br /><br /><strong>Complain up. </strong>If the issue arises after checkout, send an email to the manager, who can copy it to other departments and, theoretically at least, resolve the matter quickly. If you’re not satisfied, forward the message to hotel ownership or the management company; these individuals loathe complaints and will get to the bottom of things fast. You can also dispute erroneous charges with your credit card company.<br /><br />Bad things happen, even at the best hotels. The true test lies in how staff members respond. If an issue is expertly handled, a little praise goes a long way. At times it may seem otherwise, but we’re in this business because we love to please. Enjoy your stay.<br /><br /><a href="http://www.timesonline.co.uk/tol/travel/where_to_stay/article7007912.ece">Click here</a> for the perspective of a really cranky traveler. I hope this guy never corners me at a cocktail party.<br /><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator"></span><a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-663095534812812841?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com6tag:blogger.com,1999:blog-990207797510987556.post-6749532060587541142010-01-28T11:24:00.000-08:002010-03-09T12:57:21.306-08:00Putting together a social media program is a daunting task. You’re navigating uncharted territory, and it feels like everyone is watching. Fortunately, there are a few sharp people out there who have published some great online resources to guide you through the clutter. Some of them even understand the hotel business. Here are a few I’ve found to be particularly helpful.<br /><br />But first, a tip: These sites link to other sites, which in turn link to even more sites. Resist the urge to click until you’ve gotten through the links on this page. Otherwise it’ll suddenly be three days later and you’ll be more confused than when you started.<br /><br />1. <a href="http://www.hotelmarketingstrategies.com/">Hotel Marketing Strategies</a>. Blogger Josiah Mackenzie, a self-styled “social media pragmatist”, provides hotel-savvy advice in a clear, practical manner, with lots of helpful links. Check out <a href="http://www.hotelmarketingstrategies.com/dealing-with-negative-hotel-reviews/">Beating Negative Hotel Reviews</a> and his other site, <a href="http://www.blogforguests.com/">Blogging for Guests</a>.<br /><a name='more'></a><br />2. <a href="http://blog.orourkehospitality.com/">O’Rourke Hospitality</a>. Wise words from an internet marketing company that works exclusively with the hospitality industry. See the interviews with social media guru Chris Brogan about <a href="http://blog.orourkehospitality.com/2009/10/chris-brogan-interview-hotels-that-listen-in-social-media-generate-business/">hotels and social media</a> and <a href="http://blog.orourkehospitality.com/2009/11/innovative-hotel-website-ideas-for-2010-orourke-interview-with-chris-brogan/">hotel websites</a>.<br /><br />3. <a href="http://www.wrsol.com/hotelmarketingblog/">Hotel Internet Marketing</a>. Some good advice from Worldwide Revenue, an internet marketing company. See the <a href="http://www.wrsol.com/hotelmarketingblog/category/tips-for-hoteliers/">Tips for Hoteliers</a> section.<br /><br />4. <a href="http://www.hotelmarketing.com/">Hotelmarketing</a>. A news aggregator for hospitality marketers. Check out <a href="http://www.hotelmarketing.com/index.php/content/article/the_time_for_hotels_to_get_involved_with_social_media_is_now/">The Time is Now</a> and do a site search for “social media” articles.<br /><br />5. <a href="http://blog.milestoneinternet.com/">MileStone Internet Marketing</a>. Another internet marketing company that specializes in the hospitality industry. See <a href="http://blog.milestoneinternet.com/web-2/social-networking/social-media-strategies-for-hotels/">Social Media Strategies for Hotels</a>.<br /><br />6. <a href="http://www.hotel-blogs.com/">Hotel blogs</a>. Guillaume Thevenot reports on what hotels are up to in the social media and blogging world. Scroll down for his list of hotel blogs and other blogs worth checking out.<br /><br />7. <a href="http://rogersmithlife.com/">Sample blog 1: The Roger Smith Hotel</a>. A great example of what a hotel blog can be. The two guys behind this New York hotel’s social media program are so enthusiastic you want to stay there and meet them. See eConsultancy’s <a href="http://econsultancy.com/blog/4586-q-a-the-marketing-duo-behind-new-york-s-social-media-hotel-3">interview</a>.<br /><br />8. <a href="http://www.opushotel.com/blog/">Sample blog 2: Opus Hotel</a>. Okay, so I’m the author, but this was the first-ever blog written by a hotel manager and it continues today to provide an irreverent insider’s look at the hotel business—even though I’m no longer the GM.<br /><br />There are lots of great resources that are not hotel specific. They’ll make your head spin, but they provide great how-to articles. My favorites include <a href="http://www.chrisbrogan.com/">Chris Brogan</a>, <a href="http://www.socialmediaexaminer.com/">Social Media Examiner</a>, <a href="http://www.convinceandconvert.com/">Convince and Convert</a> and <a href="http://altitudebranding.com/">Altitude Branding</a>. For inspiration, I visit <a href="http://sethgodin.typepad.com/">Seth Godin</a> and <a href="http://gladwell.typepad.com/gladwellcom/">Malcolm Gladwell</a>.<br /><br />Finally, I’d be remiss if I didn’t mention a few of my own articles: <a href="http://www.danieledwardcraig.com/blog/2009/12/who-is-voice-of-social-media-in-your.html">Who is the Voice of Social Media in Your Hotel?</a> and <a href="http://www.danieledwardcraig.com/blog/2009/10/online-reviews-bane-of-hotels-existence.html">Online Reviews: the Bane of a Hotelier’s Existence?</a> And just for fun, check out <a href="http://www.danieledwardcraig.com/blog/2009/11/hidden-gem-or-lame-online-travel.html">Online Reviewers to Watch Out For</a>.<br /><br />Be choosy about what you read; otherwise you won’t get anything else done. Follow your favorites on Twitter so you can scan their tweets and decide if you want to read more. Also, subscribe to a few of the hotel news aggregator sites, too numerous to list here.<br /><br />This should keep you busy for a while. Good luck, and let me know if I can help. And if you know of any hotels that are doing a great job with social media, I’d love to hear about it. <a href="http://www.danieledwardcraig.com/contact.html">Click here</a> for my contact info.<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator"></span><a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-674953206058754114?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com3tag:blogger.com,1999:blog-990207797510987556.post-31210067332884011242010-01-23T13:12:00.000-08:002010-03-08T19:06:28.991-08:00<div class="separator" style="clear: both; text-align: center;"><a href="http://www.danieledwardcraig.com/blog/uploaded_images/Planter-in-San-Francisco-hotel-758071.JPG" imageanchor="1" style="clear: left; cssfloat: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="320" mt="true" src="http://www.danieledwardcraig.com/blog/uploaded_images/Planter-in-San-Francisco-hotel-758063.JPG" width="240" /></a></div>Last weekend I was in San Francisco to do research for my next book, and while there I did my usual sweep of hotels. San Francisco has some great hotels, but signs of the recession are everywhere. One area that stood out was the lack of fresh flowers in public spaces. I've seen that trend in many cities, but San Francisco has the most creative replacements. In the lobby of one luxury hotel all the vases were empty.<br /><br />The above arrangement wins the award for ingenuity, if not for aesthetics. When I saw it next to the elevators, I thought someone had thrown up in the planter. Upon closer look, it turned out to be an arrangement of colored moss and pebbles. The image struck me as a symbol of the turbulent times the hotel industry has endured of late. Everywhere I travel, I see employees looking pale and shell-shocked, as though they had climbed onto a train for what they thought would be a pleasant country ride and it turned out to be a backward looping rollercoaster. <br /><a name='more'></a><br />Strictly for research purposes, on my first two nights I stayed in a lackluster chain hotel that shall remain nameless. Early the morning of my departure, a letter was slipped under my door. “Dear Valued Guest,” it read, “We sincerely apologize for the inconvenience that you experienced." It went on to say how important customer service was to them, and to assure me there wouldn't be any more problems.<br /><br />The letter was signed by no less than five managers, as though they had all come in overnight to discuss my complaint and to draft this note.&nbsp;Impressive. Except the letter wasn’t personalized and had been photocopied -- a form letter. What puzzled me most, though, was that I hadn’t complained about anything. Had they read my mind? Or do they send this letter to all guests, assuming something must have gone wrong? It remains a mystery. <br /><br />San Francisco has a range of hotels, from the grand and traditional like <a href="http://www.fairmont.com/sanfrancisco">the Fairmont</a>, <a href="http://www.sfpalace.com/">the Palace</a> and <a href="http://www.ritzcarlton.com/en/Properties/SanFrancisco/Default.htm">the Ritz Carlton</a> to a plethora of boutique hotels oozing with personality from <a href="http://www.jdvhotels.com/">Joie de Vivre</a> and <a href="http://www.kimptonhotels.com/">Kimpton</a>. My favorites include <a href="http://www.hotelvitale.com/">Hotel Vitale</a>, <a href="http://www.starwoodhotels.com/stregis/property/overview/index.html?propertyID=1511">the St. Regis</a> and <a href="http://www.clifthotel.com/">Clift</a>. After I toured a number of traditional hotels, it was a breath of fresh air to check in to the Clift. At first I feared I'd be escorted out by security for not being young or cool enough, but the staff were so warm and welcoming I was soon acting like I owned the place. <br /><br />San Francisco is a bargain right now, but it won't be for long. There are promising signs that the economy is recovering, breathing new life into hotels -- and hopefully into their flower programs. Now is a great time to go. <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-3121006733288401124?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com4tag:blogger.com,1999:blog-990207797510987556.post-85082694165561440052010-01-11T09:25:00.000-08:002010-01-11T17:43:11.689-08:00In the midst of all the doom and gloom, I think we could all use some levity. Here’s my <a href="http://www.danieledwardcraig.com/blog/2009_01_01_archive.html">annual list</a>, a bit of an irreverent spin on&nbsp;predictions for trends in the hotel industry in 2010. <br /><br /><strong>1. Hotels to rival used-car salesmen in price integrity. </strong>Attempts to curb rampant discounting in 2009 by offering value-adds like free breakfast and parking will prove futile in 2010 as hotels panic over weak demand and drop rates even further—without taking away the value-adds. Meanwhile, a prized mathematician at Cornell proves once and for all that discounting does not increase demand, but is denounced by the hotel industry, who announce another fire sale—third night free! <br /><br /><strong>2. Hotels shoulder burden of bargain-hunter economy.</strong> Airlines, who stopped fussing over trifles like customer satisfaction years ago, will counter periods of weak demand by simply canceling flights and hiking fares. Car rental companies, who apparently missed the memo about the Great Recession, will continue to charge premium rates for substandard cars. Meanwhile, travelers will expect bargain rates from hotels while refusing to tolerate lapses in quality and service. <br /><a name='more'></a><br /><strong>3. Bungled bundling. </strong>In an attempt to offset losses, hotels will craft packages more complex than cell phone plans, hoping to confuse travelers into paying higher rates, but will end up only confusing themselves and giving away even more. <br /><br /><strong>4. Flagrant spending is back! (just not for you).</strong> Luxury went mass-market in 2008, then in 2009 became a symbol of shame and excess after people discovered credit has limits. Now it’s set to make a comeback—as a niche market. The glam world of private jets and champagne Jacuzzis will revert to its originally-intended audience: billionaires, royalty, celebrities, bankers and hotel doormen. <br /><br /><strong>5. Lifestyle: the new luxury. </strong>Filling the void created by conversions of luxury hotels into RV parks, lifestyle hotels will open at a rate of one every 3.7 seconds. Brought to you by the big-box chains, these boutique knock-offs will cater to the conscientious traveler’s demands for eco-friendly practices (as long as it doesn’t cost more), social responsibility (provided no extra tipping expected), and affordable style (quirky patterns and garish colors that will have guests screaming for the days of all-beige hotel rooms).<br /><br /><strong>6. Hotels join the social media conversation. </strong>No longer willing to remain silent while guests misbehave and then post nasty, biased reviews on TripAdvisor, the hotel industry will launch a website of its own called DickAdvisor™. Employees will post candid reviews of guests, rating them on manners, tipping, honesty, brainpower and tidiness, and providing details on alcohol and porn consumption, late-night visitors and missing and damaged hotel property.<br /><br /><strong>7. Travel goes virtual. </strong>Advances in mobile phone technology will allow travelers to check in to hotel rooms remotely, raid the mini-bar, sleep, attend a meeting, and check out, all without leaving their home. <br /><br /><strong>8. Safety first, service second. </strong>Faced with threats from the swine flu, terrorism and reverse peephole viewers, hotels will install full body scanners at check-in to weed out terrorists, virus carriers and pervs and redirect them to the nearest competitor. Employees will use hand sanitizer sprays like mace to keep sniffling and leering guests and other vermin at bay, with a special fire-extinguisher format for groups.<br /><br /><strong>9. Heavenly Deathbeds. </strong>As the economy recovers, nonessential amenities will creep back, and hotels will resume the quest to build the ultimate bed, adding “essentials” like 3,000 thread-count sheets and seventeen varieties of pillows. This trend will take a tragic turn, however, when a hotel guest discovers a room attendant buried deep within the layers of his bed, having suffocated there while attempting to make it. Thereafter, hotels will strip beds down to a mattress and pillow, charging a fee for everything else. <br /><br /><strong>10. Vegas is out, Iowa City is in. </strong>The corporate meetings segment will rebound in late 2010 with a new era of cost-consciousness in the wake of the <a href="http://industry.bnet.com/travel/1000742/the-aig-effect-and-corporate-travel/">“AIG Effect”</a>. Popular excursions like all-night tequila-and-stripper blowouts in Vegas will be replaced with authentic experiences like cabbage soup cook-offs and quilt-making in the Amish heartlands. <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8508269416556144005?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com12tag:blogger.com,1999:blog-990207797510987556.post-43373854424552401602010-01-04T11:32:00.000-08:002010-01-04T11:34:01.936-08:00After a sleepy year, the hotel industry in Vancouver and Whistler is about to get a blaring wakeup call. From February 12 to 28, the 2010 Winter Olympics are expected to draw 250,000 spectators, plus top athletes, foreign dignitaries and international media. Hotels in Vancouver are now sold-out for sixteen consecutive nights in a month they’re usually screaming for business. <br /><br />Given the sheer volume and the related security concerns, suppliers to the Games will face a number of logistical challenges. Hotels have the added stress of being a twenty-four-hour operation. That means long days and lots of overtime for staff, who may be reluctant to waste what little downtime they have battling traffic to get home and back again. <br /><br />Typically, when employees work back-to-back shifts hotels put them up in a guestroom for the night to ensure they’re perky for guests in the morning. But with visitors now fighting over scraps of private homes, campgrounds and RV parks, that won’t be an option during the Olympics. Nor will crashing at a friend’s place. Spare rooms, sofas and inflatable mattresses will be taken by out-of-town friends and relatives. Or paying strangers. The demand for accommodation has brought new meaning to the term “Go for the gold!” Employees who do make it home might discover that their enterprising spouse has rented out their side of the bed to a small Norwegian family.<br /><br />Over dinner recently, I asked Opus Hotel Vancouver General Manager Nicholas Gandossi about his plans. “I’m having a cot installed in my office,” he tells me with characteristic good-nature. “That way I can avoid the commute.” <br /><br />Across the table, his wife Nicola, who works at another downtown hotel, shoots him a look. “And what about our two kids at home, honey?” she asks. <br /><br />Nicholas scratches his chin. “Oh. Right. The kids.”<br /><br />There’s no room for a cot in Opus Executive Chef Don Letendre’s office. “I’ll be sleeping in the storage room,” he tells me. “It won’t be the first time.” And his family? “They’ll be heading to Palm Springs. That way I can work around-the-clock guilt-free.”<br /><br />At a hotel I worked for in Toronto, when we overbooked and the city was full we used to roll cots into our meeting rooms and house guests there, supplying free alcohol and snacks and positioning it as a super-fun slumber party. Guests were not amused, but it was better than sleeping in the street. During the Games, however, virtually every inch of meeting space has been pre-reserved for Olympics-related functions. <br /><br />Employees may have to settle for catching a few winks leaning against a wall or spooning with a side of beef in the walk-in cooler. “My team will be bringing in sleeping bags and using the housekeeping office as our sleeping quarters,” Opus Executive Housekeeper Julieta Laliberty informs me. “That way we can be available 24/7.” But given the stockpiles hotels will require to service guests and cater events, employees may find themselves jockeying for space with cases of Okanagan wines, smoked salmon and maple syrup. <br /><br />Another concern is that freeloaders will crash the party, clingy parasitical types who are almost impossible to get rid of. No, not the in-laws. In Sydney, the 2000 Olympics were blamed for a serious bedbug outbreak after the Games. The H1N1 virus is another avid traveler who loves to mingle in large groups. As precautions, staff of Opus and other host hotels will be welcoming the world not only with bright smiles and glowing hearts but with complimentary hand sanitizers and mattresses encased in plastic.<br /><br />Despite the challenges, there’s no question that hotel staff in Vancouver and Whistler are pumped and ready for the Games. To ease the pressure, temporary employees have been recruited and reinforcements are being sent from sister properties. At Opus, where offsite catering commitments alone will require an additional 150 employees, a group of bilingual staff from Opus Montreal will fly in to lend a hand. With all the excitement around, sleep might only be a distraction. <br /><br />Along with the cot, Nicholas has had a 52-inch plasma-screen television installed in his office. “Purely for professional reasons,” he assures me, mumbling something about video-conferencing. Right. I’ll bet that whenever Canada makes the finals in a sporting event, employees will be crawling out of storage rooms, closets and room service carts to watch the spectacle, and it’ll be standing-room only in the GM’s office.<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4337385442455240160?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-64631115484992392682009-12-15T11:58:00.000-08:002009-12-15T12:24:23.970-08:00When asked about social media strategy, I often hear hotel executives say they are “carefully monitoring” or “moving at a measured pace”. “Our strategy is pretty much to listen and monitor,” said another one. <br /><br />That’s not strategy. That’s hoping social media will go away. It won’t. <br /><br />On the other side of the spectrum are hotels that have leapt into social networking on all fours. They’re issuing Twitter updates every thirteen seconds and recruiting Facebook fans by the busload. But their messages carry the meaning and life expectancy of an air bubble, and their “fans” are not brand advocates but deal-seekers who signed up hoping for something for free. <br /><br />Social networking is not a contest to recruit the most followers. It is not a race to send out the most messages. It is less about talking than about listening. It’s about engaging consumers in meaningful dialogue and recruiting brand advocates who will do the talking for you. These simple truths apply to every social media platform, from Twitter to Facebook to blogs to user review sites like TripAdvisor, Yelp and Expedia.<br /><br />By now, most hotels have allocated funds for social networking. How best to spend this money? Given that participation in most platforms is free, the greatest expense is the time required to develop and maintain an effective program. <br /><br />The first step is to establish your hotel’s social media strategy. For most hotels, it should be simple: to utilize online networking tools to build a positive reputation and generate revenue. You need to determine the resources to dedicate, the distribution of responsibilities, the timeline, the tools to employ, and the standards regarding vocabulary, tone, imagery and responsiveness. <br /><br />The next step is execution. Who will manage day-to-day activities? Your hotel’s internet marketing company/search engine optimizer may seem like a natural fit given its expertise, but if it’s located off-property, especially in a different city, it’s a drawback. <br /><br />Effective social networking requires the hotel to have an authentic, compelling voice that evokes its personality and brand. To engage in meaningful, real-time dialogue, the owner of this voice must have a finger on the pulse of the hotel’s operations. Moreover, a system that requires hotel staff to feed information to an offsite company that in turn re-crafts and distributes it is inherently inefficient. <br /><br />The same goes for the hotel’s ad agency, PR company, social media strategist and corporate office. These entities have a role in strategy and implementation and should have an ongoing involvement, but the ultimate goal should be to bring social networking activities in-house. <br /><br />It’s a big job. A comprehensive social media program involves monitoring and conversing with entire online communities on a variety of platforms, disseminating and <a href="http://www.danieledwardcraig.com/blog/2009/10/online-reviews-bane-of-hotels-existence.html">responding to feedback</a> and using it to enhance the guest experience, blogging, and sourcing and distributing text, photo, video and mobile content. This role requires outstanding communication skills, technical proficiency, resourcefulness, strategic thinking, some serious multitasking, and a solid understanding of marketing and guest service. <br /><br />Can your hotel justify a dedicated social media position? Consider how dramatically consumer decision-making has changed. Increasingly, travelers—independent and group, corporate and leisure—are consulting the opinions of others through social media platforms. Many are bypassing reservations and sales departments to book online. Have the resources of your hotel adequately shifted to reflect this new reality? It may be time to retire a reservations or sales position and replace it with a social media manager. <br /><br />Yes, “moving at a measured pace” is prudent, but social media is moving at a breakneck speed and too much dawdling will leave your hotel in the dust. It’s time to take advantage of the enormous potential of social media. Your hotel’s online reputation is at stake. <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-6463111548499239268?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com1tag:blogger.com,1999:blog-990207797510987556.post-77564215124729223252009-11-22T15:27:00.000-08:002010-01-06T19:39:13.640-08:00<div class="separator" style="clear: both; text-align: center;"><a href="http://www.danieledwardcraig.com/blog/uploaded_images/Daniel-Edward-Craig-at-Royal-Roads-University-704426.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="240" src="http://www.danieledwardcraig.com/blog/uploaded_images/Daniel-Edward-Craig-at-Royal-Roads-University-704420.JPG" width="320" yr="true" /></a><br /></div>After a harrowing floatplane ride in stormy weather comparable to the turbulence experienced by the hotel industry this year, I landed safely in Victoria harbour on Wednesday and proceeded to <a href="http://www.royalroads.ca/">Royal Roads University</a>, where I presented to a keen group of hotel management students on my seemingly divergent career paths as a hotel manager and mystery author. <br /><br />On the surface my two professions couldn’t seem more different. Writing is a solitary endeavor that often leaves me thirsting for the company of non-fictional characters, whereas managing a hotel often leaves me craving solitude to think and reflect. What’s interesting to me is the areas of convergence. Both careers require creativity, attention to detail, and blind determination to achieve a vision despite the naysayers around me, the loudest and most obnoxious of whom resides in my head. <br /><br />As a relatively new author, I’m often exasperated by my powerlessness in the publishing world, a contrast to the influence I occasionally wield as a seasoned hotel manager. Yet the people skills I’ve cultivated in the hotel industry have helped me overcome the introverted, semi-psychotic inclinations of a writer and have provided coping skills for the horrors of book signing events attended by only a handful of people, most of whom were expecting the “other” <a href="http://towleroad.typepad.com/photos/uncategorized/daniel_craig_shirtless_2.jpg">Daniel Craig</a>. <br /><a name='more'></a><br />Now that my <a href="http://www.danieledwardcraig.com/blog/2009/06/parlez-vous-franglais-studying-french.html">writing sabbatical in Europe</a> is over, I’m focusing on my <a href="http://www.danieledwardcraig.com/">consulting business</a>, which draws on my experience as a writer and a hotelier to assist hotels and other tourism entities with social media strategy and online reputation management. This necessitates a great deal of time online keeping up on the latest trends and monitoring social networking activity. In the coming months I’ll be sharing some of my unique and amusing findings in this blog. <br /><br />Here are a few of the latest: <br /><br /><strong>Are Canadian Olympic Speed-skaters unfairly sharpening their competitive edge?</strong> On the heels of a <a href="http://www.nytimes.com/2009/09/21/sports/21olympics.html?_r=1">New York Times article</a> in which members of the American Olympic speed-skating team complained that Canada was bolstering its home-ice advantage by limiting access to venues for practice, recently Stephen Colbert of the Comedy Network called Canadians <a href="http://www.cbc.ca/arts/tv/story/2009/11/18/bc-colbert-richmond-oval-job.html">“syrup-sucking ice-holes”</a> who should “unclench their frosty sphincters and let Americans onto their oval." Far less amusing was American speedskater Catherine Raney’s remark that our behaviour was—gasp—"un-Canadian". <br /><br /><strong>The next trend in lifestyle hotels: <a href="http://www.guardian.co.uk/travel/blog/2009/nov/18/human-hamster-hotel-france">living like a rodent</a>. </strong>We normally consider vacations an opportunity to hop off the hamster wheel, but a new hotel in Nantes, France offers&nbsp;travelers an opportunity to jump back on. For 99 euros per night, guests of <a href="http://www.uncoinchezsoi.net/#/villes/nantes/la_villa_hamster/">Villa Hamster</a> can experience life as a hamster, complete with furry costumes, hamster food and a human-sized hamster wheel. <br /><br /><strong>Design by Dior, accessories by Santa.&nbsp;</strong>Is luxury dead? Only for those who can't afford it anymore. It's business as usual at <a href="http://www.claridges.co.uk/">Claridge’s Hotel</a> in London this Christmas, where the tradition of commissioning a well-known designer to decorate the tree continues with <a href="http://www.vogue.co.uk/news/daily/091110-john-galliano-designs-the-claridge.aspx">Dior creative director John Galliano</a>. No word yet on whether it will be a fake, cut or live tree.<br /><br /><strong>A modern-day Boston tea party. </strong>Kudos to <a href="http://www.morganshotelgroup.com/">Morgans Hotel Group</a> for keeping hedonism alive in travel despite today’s tight-ass spending habits. The contemporary boutique pioneer marks the opening of its <a href="http://www.ameshotel.com/">Ames Hotel</a> in Boston with a Revel and Recoup package, which includes two house shots upon arrival and a signature “hair of the dog” cocktail and 2:00 PM checkout the following day. <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <br /><br /><strong>Comments imported by Wordpress:</strong><br />STHM // November 25, 2009 at 11:45 am <br />Glad you visited Royal Roads University and our International Hotel Management students Daniel, it was great to have you here!<br />-Margaret Doyle<br /><br /></div><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-7756421512472922325?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com1tag:blogger.com,1999:blog-990207797510987556.post-41001880208403894332009-11-10T18:36:00.000-08:002010-01-06T19:39:29.386-08:00<br /><span style="font-family: inherit;">In 2007, a traveler wrote the following review of <a href="http://www.opushotel.com/vancouver.html">Opus Hotel Vancouver</a> on TripAdvisor: “The GM who thought he was Ian Fleming was a real detriment to a great trip. Shame – let’s hope the hotel sees sense and releases Daniel to make another movie.” </span><span style="font-family: inherit;"></span><br /><br /><span style="font-family: inherit;"><em>Ouch. </em>The comment was a reference to my <a href="http://www.imdb.com/name/nm0185819/">James Bond namesake</a> and my secondary career as a <a href="http://www.danieledwardcraig.com/books.html">mystery novelist</a>, but nonetheless I was baffled by it, having no recollection of any guest encounter that would have provoked a public cry for my dismissal. Since the review was anonymous, we had no way of contacting the guest to find out what went wrong. Because it was a personal attack that offered little useful information, we asked TripAdvisor to remove it. But they refused, and it remains there today. Sometimes we hoteliers have to set aside our professionalism and say, “Whatever”.</span><br /><br /><span style="font-family: inherit;">In my <a href="http://www.danieledwardcraig.com/blog/2009/10/online-reviews-bane-of-hotels-existence.html">last post</a> I wrote about online travel reviews from a hotelier’s perspective. This time I take off my hotelier’s hat to poke some fun at online reviews from a traveler’s perspective. </span><br /><a name='more'></a><br /><span style="font-family: inherit;">When planning trips, I always check out amateur reviews for a refreshing, grassroots alternative to the salesy propaganda on hotel websites. Yet as these sites grow in popularity the process has become increasingly time-consuming and confusing. The playing field is now so cluttered, the reviews so contradictory and polarized, it’s hard to know who to believe anymore. </span><br /><br /><span style="font-family: inherit;">And whereas the vast majority of reviews are benevolent and seemingly authentic, a few reviewer types have emerged whose advice should be taken with a healthy dose of skepticism. In the spirit of parody, here are a few to watch out for.</span><br /><br /><span style="font-family: inherit;"><strong>The Self-Appointed Expert. </strong>This reviewer has posted scores of reviews, yet quite possibly has never left his computer room. An aspiring travel memoirist, he writes lengthy, flowery missives colored with acid-tongued remarks like, “To call this a fleabag hotel would be an insult to fleas and bags everywhere.” Although he positions himself as a martyr to the travel community, he wouldn’t object if a hotel offered him a free stay in exchange for a glowing review. </span><br /><br /><span style="font-family: inherit;"><strong>The Patron Saint of Hotels.</strong> This reviewer is so over-the-top in her praise either she’s never had a vacation before or she’s been into the sacred wine. She rates all services as excellent, including those the hotel doesn’t offer, and uses exalted phrases like “A hidden gem!”, “Glorious!” and “I thought I’d died and gone to heaven!” Because she insists on seeing the good in everyone, she often finds herself making excuses on behalf of the hotel, such as, “My niece fell down the elevator shaft, but I’m sure they’ve gotten that fixed.” </span><br /><br /><span style="font-family: inherit;"><strong>The Up-trader. </strong>Having scoured the internet for deals until he scored a five-star hotel at a two-star rate, this bargain-hunter now expects all other services to be equally discounted. He expresses moral outrage over charges for breakfast, telephone and the mini-bar, accusing the hotel of gouging. His comments are revealing: “$28 for parking!?! That’s how much I usually pay for a room! Rip OFF!”</span><br /><br /><span style="font-family: inherit;"><strong>The Down-trader. </strong>This high-flying business traveler used to spend lavishly on luxury hotels until the economic crisis forced a drastic reduction in her expense account. Now obliged to stay in budget properties, she lives in denial, complaining bitterly about the lack of a day spa, fur boutique and gourmet restaurant at her roadside motel. </span><br /><br /><span style="font-family: inherit;"><strong>The Uncle Bob. </strong>Like that dull relative who subjects you to endless vacation photos and anecdotes, this reviewer goes on and on but never manages to say anything helpful or interesting. “My room had a bed and a desk and a chair. Oh, and a painting of a landscape. Molly at the front desk—or was it Maggie? Well, whoever it was, gosh darn was she swell when we needed directions to the local IHOP…” Next. </span><br /><br /><span style="font-family: inherit;"><strong>The Extortionist. </strong>After a series of mishaps, all of which were his own fault, this traveler tried every trick in the book to weasel a comp stay from the hotel, and now resorts to posting a blistering online review. He rates everything as terrible, including things that were perfectly fine. His reviews read like ransom notes, with bad spelling and grammar, excess punctuation, and random capital letters: “This hOtel SUKCED!! RobeRto the Duty manger?%? was LaiMe…!!!!!”</span><br /><br /><span style="font-family: inherit;"><strong>The Shill. </strong>This reviewer writes in a style that sounds suspiciously like the hotel’s promo material, with phrases only marketing people use, like “nestled in the heart of vibrant old-town” and “well-appointed furnishings with dreamy Celestial Comfort™ beds”. Her review contrasts sharply with the other, not-so-generous reviews and is typically a one-off. Although she signs off with a cutesy pseudonym like “TravlinGrrrl”, she’s undoubtedly the hotel’s director of marketing. </span><br /><br /><span style="font-family: inherit;"><strong>The Forensic Examiner. </strong>This CSI enthusiast treats hotel rooms like a crime scene, posting reviews with gory photographic evidence of carpet stains, bathroom mold and bedbug bites. Even when his review is glowing, his photos make the room look cheap and squalid, particularly when personal items and family members are in the background. </span><br /><br /><span style="font-family: inherit;"><strong>The Corporate Saboteur. </strong>This reviewer is a hotel owner writing a nasty, bogus review of a competitor hotel in hopes of boosting his own property’s ratings. Telltale signs include anonymity and remarks like, “I finally checked outta that dump and went to the ABC HOTEL. Twenty bucks cheaper and free donuts! I’ll never stay anywhere else!” </span><br /><br /><span style="font-family: inherit;">As a rule I bypass extreme reviews—unless there are a lot, in which case I take heed. I also skip reviews with the word “lame”, the online word of choice for people with a chip on their shoulder. I find the hotel’s overall ranking to be helpful, but it doesn’t always tell the real story. Pull up your home city on TripAdvisor. Do you agree with the top five hotels? There’s always at least one that raises an eyebrow. </span><br /><br /><span style="font-family: inherit;">Recognizing that not every reviewer has the interests of fellow travelers in mind, Expedia, Orbitz and Priceline restrict reviews to customers only, whereas anyone can post a review on TripAdvisor, Yelp, Yahoo and Travelocity. TripAdvisor has been known to post a warning to travelers if it questions the authenticity of reviews, but this practice has attracted a <a href="http://www.economist.com/blogs/gulliver/2009/06/the_trouble_with_online_hotel.cfm">flurry of criticism</a> in the blogosphere. </span><br /><br /><span style="font-family: inherit;">There’s no question, online reviews are a great resource, providing insight, humor and tried-and-true tips from the field. Yet travelers shouldn’t forget to consult the experts in print and online guidebooks, newspapers and magazines. If I find a lump on my throat, I’m heading to a doctor for treatment, not to some online quack who claims to be able to show me how to remove the lump from home. </span><br /><br /><span style="font-family: inherit;">We can all help increase the reliability of reviews by posting our own after our trips. Just remember to stick to the facts, play fair, and go easy on the punctuation. And try not to get too personal. It might not always seem evident, but hotel managers have feelings too. </span><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a><br /></div><br /><strong>Comments imported from Wordpress:</strong><br />steve kaufer // November 6, 2009 at 5:36 pm<br />Great job summarizing many of the ‘writing styles’ of some of our reviewers Very funny!<br />I also agree with your suggestions in the previous post that hotel managers take the time to politely respond to negative reviews (just as if you were having a conversation with someone complaining), rather than let the negative charge go unanswered. There are often two perspectives on every situation, and we’ve found that potential guests appreciate hearing both sides.<br />Best,<br />Steve<br />CEO, TripAdvisor<br /><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4100188020840389433?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com6tag:blogger.com,1999:blog-990207797510987556.post-9319904424872468802009-10-21T02:04:00.000-07:002009-11-29T18:07:08.004-08:00<span style="font-family: inherit;">A few years ago at <a href="http://www.opushotel.com/vancouver.html">Opus Hotel Vancouver</a> we relocated a couple who had driven up from Washington state to celebrate the husband’s fiftieth birthday. It was a nasty thing to do, but it happens in the hotel business, more frequently than most travelers think. Like the airlines, hotels overbook when demand is high, banking on a few no-shows, and occasionally we get caught with our pants down. Unlike the airlines, however, we don’t broadcast an oversold situation to a holding lounge full of travelers. We handle relocate situations discreetly, one-on-one with travelers, and typically no one is the wiser.</span><br /><br />Or so that used to be the case. Social media networking has brought issues that used to be handled quietly between hotel and guest out into the open for the scrutiny of all. In this case, the couple retaliated by posting a bitter review on TripAdvisor and two other travel review sites. Their account of the incident was mostly accurate, something we hoteliers appreciate, although they declined to mention our many efforts to make amends. We would have preferred they hadn’t taken their grievance public, but we screwed up, so fair game. <br /><br />Hotels have always worked hard to keep guests happy, in part because we depend on repeat business to fill our rooms, but also because it’s hammered into our brains early on that one unhappy guest will tell at least five others. Today, that number has compounded into hundreds and even thousands. With a few clicks of a mouse, an irate guest can broadcast his beef to entire online communities via Facebook, Twitter, TripAdvisor, Expedia, Yelp, or any other of the burgeoning group of social networking forums. Word of mouth has been usurped by word of mouse, a vastly more efficient—and potentially damaging—means of spreading the word. <br /><a name='more'></a><br />As a traveler, I’m deeply grateful to the many people who find time to post reviews with no apparent motive other than to share their experience. We human beings love to have our opinions heard, and what better platform than social networking? Sure, some reviewers have an axe to grind, but according to TripAdvisor, the world’s largest online travel community, over 80% of its user reviews are positive. It follows, then, that if a hotel is well-run, its positive reviews will far outweigh its negative reviews. <br /><br />Yet I often hear hotel managers complain that traveler review sites are the bane of their existence. Why? Part of the problem is that the voice of one hostile reviewer can drown out the voices of a dozen ecstatic reviewers. Hotel managers are perfectionists, and it’s hard to admit we’re infallible, especially when our shortfalls are broadcast to the world in perpetuity. Whereas a great review can engender the pride among staff the hospitality business thrives on, a bad review can be embarrassing, distressing, and simply bad for business. <br /><br />Moreover, social networking is supposed to be all about two-way dialogue, but when it comes to online review sites the dialogue is taking place among consumers, not between consumers and businesses. Sure, some sites like TripAdvisor allow hotels to respond to reviews, but most hotels choose to remain silent, knowing that we can never be as frank as the reviewer, and that no matter what we say, we risk making things worse. If a reviewer accuses us of discrimination for refusing to check him in, we can’t post a response explaining that he arrived at 3:00 AM with no reservation, a wad of cash and three teenaged “nieces”. <br /><br />Hotels have always taken the high road when dealing with guest complaints. “The guest is always right” is a cornerstone of hospitality, and social media hasn’t changed that. In the case of a false or exaggerated review, hotels are sometimes better off not to dignify the comments with a response. Travelers are smart enough to read between the lines, and there’s a good chance the hotel’s fans will spring to its defense.<br /><br />This doesn’t mean that all negative reviews should be left uncontested. Social media provides unprecedented opportunities for hotels to engage travelers and is only gaining in influence. Sticking our heads in the sand has never been a prudent survival strategy. However, there’s a big difference between sites like Facebook and Twitter, where consumers opt in to receive communications, and traveler review sites, where consumers are seeking traveler testimonials, not hotel propaganda. If a hotel weighs in on the conversation, it better have some value to add.<br /><br />When hotel managers do respond to negative reviews, they often come across as defensive or pompous, occasionally borderline illiterate, as if they banged out the response between check-ins. Considering that these websites receive far more traffic than hotel websites could ever hope for, hotels should be dedicating an appropriate amount of resources. <br /><br />The key is to strike the right tone. The response should be conversational and professional, brief and factual, written in a voice that reflects the brand and by a manager with a solid command of the written word. The hotel should thank the reviewer for the comments, but should resist the temptation to kick into defense or promo mode with comments like, “We at Hotel X are proud of our sterling reputation for …” Corporate mumbo jumbo is simply not welcome in any social networking forum. <br /><br />If the complaint is legitimate, the hotel should apologize and briefly explain the steps it has taken to ensure the issue does not reoccur or the reason why it cannot be changed, keeping in mind that the audience is not just the complainant but an entire online community. If there’s an inaccuracy, the hotel should set the record straight, albeit diplomatically. In some cases it may be more appropriate to contact the complainant directly rather than battle it out in a public forum. <br /><br />When it comes to positive reviews, readers are not interested in gloating “thank you ever so much for recognizing our brilliance” responses from hotels. This is not to say that positive reviews should be left unacknowledged. Any guest who takes the time to post favourable comments is a brand advocate and should be treated with proper reverence. A private message of gratitude and a note on the guest profile to upgrade and send a welcome amenity on the next stay is entirely appropriate.<br /><br />A link to TripAdvisor reviews can be posted on hotel websites, but after working so hard to attract visitors, why would a hotel encourage them to jump ship—to a website cluttered with ads for competitors and online travel agencies? Chances are, visitors won’t be back. As an alternative, TripAdvisor reviews can be posted directly on a hotel’s website. This may slow the exodus, but why would a hotel post raw, un-moderated, occasionally inaccurate third-party content on its own website? This is the one remaining place on the web where hotels&nbsp;have full control over content. The hotel should be the voice of authority here, not a one-time Priceline guest who decides she hates everything because she was charged for internet access.<br /><br />The obvious way for hotels to avoid negative reviews is to ensure that no guests leave unsatisfied. That’s easier said than done; even the best hotels get nailed from time to time. At Opus Hotels we work with Market Metrix, which emails comment forms to guests after departure, helping us to identify and resolve issues before they’re taken public. This is not to say that all negative reviews are bad. No one expects a hotel to be perfect. Online shoppers are a skeptical bunch, and if a hotel’s reviews are all glowing, it will raise eyebrows. Moreover, constructive feedback helps set traveler expectations. <br /><br />Negative or positive, private or public, hotels should be grateful whenever a guest takes the time to provide feedback. It’s time we took a more active role in the dialogue. The potential for generating awareness and driving business is far too great to ignore.<br /><br />As for that relocated couple from Washington, our invitation to come back to Opus Vancouver with our compliments is still open. Rest assured, we’ll do everything in our power to ensure a glowing review results. <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-931990442487246880?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com7tag:blogger.com,1999:blog-990207797510987556.post-62281960766941220232009-08-28T03:33:00.000-07:002009-11-29T18:16:30.459-08:00During my first few weeks here in Paris, I naturally assumed that the French word <em>embrasser</em> meant “to hug”. When I discovered it actually means “to kiss”, my mind raced back to all the times I had misused the term, and I prayed I would never see those people again. In fact, “to hug” in French is <em>serrer dans les bras</em>, which literally translates as “to squeeze in one’s arms”. It sounds a bit cold and clinical, which pretty much sums up how French people react when I try to hug them. Parisians prefer to turn cheeks and make fake kissing sounds. In North America that’s considered pretentious.<br /><br />To further confuse things, the French word for “kiss” is <em>baiser</em>, which also means—pardon my French—“to f**k”. Either these people are deliberately trying to <em>baiser</em> with my mind or they don’t see a difference between kissing and boinking. Considering this is the land of “French kissing”, I’m leaning toward the latter. If jamming your tongue down someone’s throat isn’t a precursor to sex, I don’t know what is. To be safe I avoid using these words altogether.<br /><br />Parisians aren’t big on gratuitous smiles either. As <a href="http://www.danieledwardcraig.com/author.html">a hotelier</a>, smiling is one of the basic tools of my profession. As a Canadian, smiling is how I try to make people like me. When I first arrived here I didn’t have any friends, so I smiled a lot. Since then I’ve learned that Parisians perceive smiling at strangers as a bit desperate. It’s not that they’re unfriendly, they just reserve smiles for people they know and like.<br /><a name='more'></a><br />Parisians also don’t wear shorts. Even when it’s 32 degrees. If you want to know who the tourists are in Paris—not that it requires a PhD in anthropology to spot them—just look for the people in shorts. Because I want to fit in, I wear pants almost exclusively, which means I’m often glistening with sweat and panting. I’m still trying to find a park in this city where I can suntan shirtless without feeling buck naked. Sometimes I long for my days in Rio, where men feel perfectly comfortable walking the streets in a thong.<br /><br />During summertime, like other <a href="http://www.tourismvancouver.com/visitors/">Vancouverites</a>, I love to get outside and run, rollerblade, play tennis, hike the <a href="http://www.theglobeandmail.com/life/travel/doing-the-grouse-grind/article1230259/">Grouse Grind</a>, and ribbon dance on the beach. In Paris the favoured activity seems to be sitting in cafés, smoking and being cynical. At first I felt so exercise-deprived I didn’t think I could live here. Now I just drink wine in cafés and look back on my days of fanatical exercise with cynicism. And I've never felt happier or more at peace.<br /><br />Part of the cafe culture here involves waiting. Once waiters get around to taking your order, they either disappear and never come back or avoid eye contact at all costs. Recently, I adopted a tactic my father uses at home when he gets tired of waiting for the bill: it’s amazing how quickly a server will resurface when you just get up and head for the exit. A local woman explained to me that North Americans come to Paris expecting servers to behave like back at home: befriending us, fussing over our table, swinging by every three minutes to offer more drinks and to update us on boyfriend troubles. To the French this style of service is overly familiar and intrusive. Here waiters leave patrons alone, knowing they’ll be summoned when needed. Personally, I think the difference is more related to tipping practices. In North America servers have to hustle for tips. Here it’s included, so why hurry?<br /><br />While I was lunching with friends at <a href="http://www.lesdeuxmagots.fr/">Les Deux Magots</a> in St. Germain-des-Prés, a former haunt of Hemingway, de Beauvoir and Sartre, our waiter marched up to our table and accused me of stealing the menu. It turned out I had accidentally placed it in my bag along with some brochures I had been thumbing through. I thought it was funny, but the waiter was not amused, and my friends were mortified. I guess I’m not the first patron to try to run off with memorabilia.<br /><br />One question comes up regularly. “Why are zee Americans so fat?” French people ask me as they stuff another wedge of bread into their mouth. Given the volumes of cheese and pastries the French eat, you’d think they’d be the heifers, but they’re just a bit squishy. I never know how to respond, so I wave away their cigarette smoke and ask them why the French smoke so much.<br /><br />While visiting the <a href="http://www.musee-picasso.fr/">Picasso Museum</a>, I was surprised to see that some of Picasso’s early work is classical and realist, no grossly distorted body parts or eyes stuck to breasts. I’ve always been a bit suspicious of Picasso, thinking he might be some no-talent who had fooled the world into thinking he was a genius. But these pieces were brilliant. It taught me a lesson: before you can break the rules, you have to understand them. That night, I pulled out my French grammar book and dusted it off.<br /><br />My friend Fabrice took me to visit one of his friends, and just before she answered the door he casually mentioned that she was <em>handicappée</em>. I braced myself for what kind of gross disfigurement I would spend the afternoon trying not to stare at. But she seemed perfectly able save for a small limp. It occurred to me her disability was mental, and my spirits soared, thinking our French might be at the same level. But she spoke French as rapidly and incoherently as everyone else here. After we left, I asked Fabrice what exactly was <em>handicappée</em> about her, and he said she had sprained her ankle. Apparently the term can refer to a long-term disability or a temporary injury.<br /><br />After four magnificent months in Paris, I have fallen in love with the city and its people. Living in Paris is like living in a massive museum, its architecture, history and culture lovingly preserved. Unfortunately, it's time to move on. Next week I'm heading to Madrid, with a stopover in Greece to rendezvous with my <a href="http://www.opushotel.com/">Opus</a> friends. When I go back to Vancouver in November, I’ve decided to be one of those annoying people who returns from France with a petit French accent, compares everything disparagingly to “Paree”, and inserts French words into English text, <em>bien sûr</em>. I’ll insist on air-kissing everyone, and while they’re out running marathons I’ll be drinking wine in cafés and being cynical. One thing I won’t mess with, however, is Vancouverites’ tendency to wear shorts year-round. Now that’s a tradition worth preserving.<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-6228196076694122023?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com2tag:blogger.com,1999:blog-990207797510987556.post-23474561205429997762009-08-15T03:16:00.000-07:002010-04-07T18:31:30.641-07:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/Opus-Hotel-Front-Door-747190.jpg"><img alt="" border="0" src="http://www.danieledwardcraig.com/blog/uploaded_images/Opus-Hotel-Front-Door-747187.jpg" style="cursor: hand; float: left; height: 200px; margin: 0px 10px 10px 0px; width: 133px;" /></a>When I last wrote a post about <a href="http://www.blog.danieledwardcraig.com/2007/06/so-you-want-to-work-in-hotels.html">how to get a job in the hotel industry</a>, the economy was booming and hotels were so desperate for staff they were stopping just short of dragging passersby off the street and slapping uniforms on them. These days, occupancy rates have tanked, room attendants are dozing on beds rather than making them, and it seems the only place to find job vacancies is in the obituaries.<br /><br />Are job prospects that bleak? Absolutely not. Hotels are always in need of great people, but competition is fiercer than ever. Taking the time to understand the unique culture of the hotel industry will give you a leg up on other candidates. Here are a few insider tips to help prepare you for that elusive hotel interview.<br /><br /><strong>Martyrs need only apply.</strong> What’s the quickest way to get an interview with a hotel? Highlight “love working graveyard shifts” on your cover letter. The quickest way to end an interview? Say you’re looking for something nine-to-five. Hotels are a 24-hour operation, and most entry-level positions involve shift work. Your best chance to get a foot in the door is to apply for a high-turnover position like room service attendant, busser, dishwasher, line cook or any graveyard position. Be specific, and be keen. Not like the young lady I interviewed who explained that graveyard shifts would give her time to work on her personal art projects.<br /><a name='more'></a><br /><strong>Beware of the super-friendly people in suits. </strong>Your interviewer will smile and use your name frequently and will maintain eye contact for freakishly long periods of time. No, you’re not being recruited into a cult. These basic service standards are programmed into our being. Some of us really are that happy, others are gifted actors, others are heavily medicated. Don’t be lulled by that pleasant exterior; underneath is a hard-nosed interviewer who will assess your appearance, communication skills and attitude in three minutes flat. That’s as much time as you’ll have to impress our guests.<br /><br /><strong>Perfection is something we strive for but never achieve.</strong> If your interviewer asks you to identify areas you’d like to improve, it’s a euphemism for weaknesses. This question strikes fear into the heart of candidates and can result in awkward silences and moronic replies. Relax, it’s okay not to be perfect. Provide an honest, thoughtful answer—unless you suffer from kleptomania or multiple personality disorder, which you might want to keep to yourself. A woman I interviewed confessed that her only weakness was perfectionism. I drew my own conclusion—lack of humility and self-delusion—and quickly wrapped up the interview.<br /><br /><strong>Is something burning?</strong> Hotels are notoriously short on office space, so don’t be surprised if your interview is held in a bar, kitchen, ballroom or suite (though hopefully not in a bedroom). The activity around you—sound checks, shattering dishes, grease fires—will be distracting, but stay focused on your interviewer. If you’re in the restaurant and are offered a beverage, ask for water or coffee, not a margarita and the filet mignon. During a dinner interview for a high-ranking position, I watched a candidate knock back two martinis and a half-liter of wine. Now that was distracting.<br /><br /><strong>Hotels are glamorous for guests, not employees.</strong> Some hotel managers prance around like wealthy aristocrats, but in reality most employees live shockingly modest lifestyles when not on an expense account. The only exception is doormen, who own apartment complexes and small tropical islands. Should your interview take you into the back-of-house, the area not meant for the eyes of guests, brace yourself for a sharp contrast: general disarray, strange odors and employees who look like they’ve never seen the light of day. A career in hotels won’t make you wealthy, but it will make you rich in life experience.<br /><br /><strong>Do you speak hotelese?</strong> Hotel employees are notorious for using jargon and acronyms to save time, sound smart and confuse guests into paying higher rates. If you don’t understand a word your interviewer is saying, don’t ask for an explanation—you’ll only be further confused. If you’re interviewing with the revenue manager, hire an interpreter. Do some advance research to understand the language of hotels and to determine whether you’re a good fit for the business. That way you’ll avoid the fate of the employee I hired who went for a break on his first day and never came back.<br /><br /><strong>Interviewing with the general manager.</strong> If the GM is late, don’t fret. Given today’s tight labour budgets, he or she is probably making beds or baking breakfast muffins. He will wax poetic about how the hotel is a home-away-from-home for guests and how employees are like a family, and will seem distracted and vaguely irritated. If you don’t get more than a few words in, don’t be disheartened. This guy has been dealing with people so long he’s got you figured out even before you open your mouth.<br /><br /><strong>Managing post-interview anxiety disorder.</strong> You survived the interview, now what? More interviews. From two to five depending on the position and up to seventy-three for large chain hotels. Then silence. No, hoteliers don’t take glee in tormenting you. Every position is critical to our success, and the hiring process takes time. Don’t badger your interviewer with hourly calls or issue Twitter updates like “Just interviewed with uptight chick at ABC Hotel. Hope I got the job!” Send a handwritten thank-you note or email—no butterfly decals or smileys please—and continue with your search. It’s out of your hands now.<br /><br />Yes, it’s a tough job market, but if you’re a good fit for the hotel business your resourcefulness and persistence will eventually pay off. Good luck.<br /><br /><em>For more tips on working in hotels </em><em><a href="http://www.blog.danieledwardcraig.com/2007/06/so-you-want-to-work-in-hotels.html">click here</a></em><em>.</em><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-2347456120542999776?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com4tag:blogger.com,1999:blog-990207797510987556.post-49574300117975223612009-07-08T01:57:00.000-07:002010-01-06T19:40:31.929-08:00Now that luxury is a bad word, hotels everywhere are scrambling to find ways to reinvent themselves without spending a whack of money. The quick fix? Simply delete all references to “luxury” in marketing materials and replace them with “lifestyle”. Magically, the hotel’s image transforms from visions of champagne baths and gold-plated toilet seats to a holistic experience involving discovery, connecting and environmental responsibility.<br /><br />Travelers beware. A similar trend began about a decade ago. Word got out that boutique hotels were more profitable than other hotels, and suddenly hotels large and small were calling themselves boutique. But then a number of players tarnished the boutique reputation by emphasizing style over comfort and hiring mannequins for staff. When the big hotel chains got into the action, the boutique reputation suffered even further. Soon hotels couldn’t distance themselves quickly enough from the contemporary boutique moniker. A new buzzword was urgently required. Along came the next generation of boutique hotels: the lifestyle hotel.<br /><br />What exactly is a lifestyle hotel? No one really knows. Essentially, a lifestyle hotel offers services and amenities that cater to a demographic with shared tastes, income levels, habits, attitudes and/or values. As a traveler, no longer are you obliged to leave lifestyle preferences at home while on the road. If you can’t bear to put Muffy the teacup poodle in a kennel, you can bring her along. Your hotel might even offer special meals, a spa and Pilates classes for canines. Whether you’re a vegan environmentalist, a Crackberry-addicted techno-geek or a yoga-loving lesbian, there’s bound to be a lifestyle hotel for you. But don’t call it a theme hotel; themes are for amusement parks and kids. This is sophisticated stuff.<br /><a name='more'></a><br />This time the chains are leading the charge. Starwood has Element and Aloft; Marriott has Edition; Hyatt has Andaz; Intercontinental has Indigo; the list goes on. In many ways lifestyle hotels are a great fit for the chains. Whereas boutique hotels tend to be high-priced, exclusive and urban, lifestyle hotels tend to be more reasonably priced, inclusive and accessible, located in secondary markets like small cities and suburbs.<br /><br />The biggest challenge for the chains is to fulfill the inherent promise of lifestyle hotels: to keep current with traveler preferences. This can be exhausting—and expensive. Running a traditional hotel is far easier; you can maintain the same décor, employees and services for decades and pass them off as old-world charm. By nature the chains are slower to react because they have a lot of players to please. Let’s take a fictional chain, Guilty Pleasures Hotels &amp; Resorts, for example, and say they’ve decided to roll out a signature scent. Hotel scents, a questionable trend in my mind—when I travel all I want to smell is lemon-scented disinfectant—are intended to round out the multi-sensory experience while subtly signaling to guests that they have arrived at their preferred hotel, they will never stay anywhere else, and they will spend lots of money.<br /><br />So corporate office eventually settles on a scent that combines hints of jasmine, apple pie, whisky, opium and hundred-dollar bills. They dispatch samples to member properties and, of course, everyone hates it, particularly the manager of the Riyadh, Saudi Arabia property, where whisky is forbidden. He suggests oil as an alternative, which offends the manager of the chain’s eco resort in Montana. The debate goes on for months, until corporate office issues a decree that all hotels must use the scent or face expulsion. By then, however, travelers tastes have changed, and hotel scents have been found to be directly responsible for global warming.<br /><br />When I joined the opening team of Opus Hotel in 2001, I came from a traditional hotel background and had no clue how to market a contemporary boutique hotel. Fortunately, by then a number of boutique hotels in other cities had gotten things terribly wrong, and I was able to learn from their mistakes. I wrote a manifesto for staff that specified the vocabulary we used to describe the hotel. Words like hip, sexy, cool and trendy were banned. If you use these words to describe yourself, you just aren’t.<br /><br />Back then, all we had to work with were a few design boards, a chaotic construction site, and the ownership’s vision, which encompassed three key words: fresh, warm and sensual. From this we developed our mission statement and values and recruited a management team with classic luxury training who were entrepreneurial enough to adapt to a contemporary boutique environment. Today freshness, warmth and sensuality pervade every aspect of Opus, evoking not only the lifestyle preferences of our guests but the hotel’s soul.<br /><br /><em>Soul?</em> Soul is an essential part of any hotel, and of lifestyle hotels in particular. It is everything abstract: personality, culture and spirit, that intangible feeling that prompts a guest to remark either “It just felt right” or “Something was missing.” Soul is often overlooked by hotel executives because we can’t see it, write it into an operating manual or charge a fee for it. Some hotels have all the right elements—beautiful design, quality amenities, competent service—but feel like the other definition of soul: the spirit of a dead person. Soul cannot be factory-produced or mass-marketed; more than anything it’s shaped by employees. By defining the hotel’s vision and values and using them to guide every decision, management develops the hotel’s culture and, over time, its soul evolves organically.<br /><br />Will lifestyle hotels endure or be relegated to the garbage heap of overused and abused travel trends? Only time will tell. Regardless, given the stresses of our troubled economy and the headaches of modern travel, the timing couldn’t be better for a boom in hotels that contribute to travelers’ wellbeing by catering to lifestyle preferences.<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <br /><br /><strong>Comments imported from Wordpress:</strong><br />Tanya // July 8, 2009 at 11:54 am<br />You mentioned “the timing couldn’t be better for a boom in hotels that contribute to travelers’ wellbeing by catering to lifestyle preferences.”<br />I know for me I tend to look for hotels that care about the well being of not only the impact their visitors leave but the impact they leave providing services. http://www.EnvironmentallyFriendlyHotels.com has been helpful for me as I decide which hotel not only has the amenities I need but also adheres to keeping it green! Very well spoken and here’s hoping that the lifestyle choice becomes one that is green! Great article.<br /><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /></div><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4957430011797522361?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com3tag:blogger.com,1999:blog-990207797510987556.post-8545160097556490562009-06-13T02:36:00.000-07:002010-08-21T09:08:30.672-07:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/Paris-view-from-Notre-Dame-756028.jpg"><img alt="" border="0" src="http://www.danieledwardcraig.com/blog/uploaded_images/Paris-view-from-Notre-Dame-756026.jpg" style="cursor: hand; float: left; height: 217px; margin: 0px 10px 10px 0px; width: 289px;" /></a>As part of my writing sabbatical from the hotel industry this year, shortly after the launch of <a href="http://www.danieledwardcraig.com/books.html">my latest book</a> I hopped on a plane to embark on a three-month sojourn in Paris. I had hoped my time here would be like a non-stop wine-and-cheese party, but upon arrival I knew no one, and the first couple of weeks were overshadowed by solitude. Now, six weeks later, I’m happily settled into an apartment near the <a href="http://www.centrepompidou.fr/">Centre Pompidou</a> and am writing by morning, studying by afternoon, and hanging out with my new friends by evening.<br /><br />Part of my motivation in coming to Paris was to improve my French. Years ago, after four years of university French, in the great tradition of Canadian university students I was unable to conduct even the simplest yet most essential transactions, like asking for directions to the nearest bar. Last year I spent five glorious months in Montreal, but it's impossible to learn French there because most people speak English. I used to test how long I could get away with speaking French with a local before he or she switched to English, and often I got no further than “Bonjour”. Occasionally I conducted an entire conversation, and I would walk away feeling triumphant. In retrospect I suppose ordering a coffee at Starbucks wasn’t that big a deal.<br /><br />Here in Paris I’m taking <a href="http://www.accord-langues.com/index.php">French classes</a> every weekday afternoon for three hours. During my placement interview the counselor asked me why I had come to Paris. Desperately hoping not to be placed in the remedial class, I gave a reply that was less about my opinion than about the French words I could remember. “You like Parisians?” she exclaimed, pressing a hand to her chest. I blinked. In fact, Parisians had been cold bastards since I arrived, and none had seemed adequately appreciative of my efforts to speak their language. She went on to say that she is from the French countryside and even she finds Parisians to be rude; she could only imagine how difficult it is for Canadians, who are so pleasant and polite. I just nodded and smiled, like any good Canadian would, in part because I had no idea how to respond in French, and in part because inside I was quietly weeping in solidarity.<br /><a name='more'></a><br />In class I write pages and pages of notes. Later, while out with my French friends, I can only conjure up the same handful of French words I’ve known most of my life, words like yes, no, how are you, and my that cheese is smelly. Occasionally a word I learned in class will come to me and I’ll blurt it out whether or not it has anything to do with our conversation. I never think it will fly, and brace myself for the blank stare, the pained expression, the plea to speak English. If my friend simply nods and carries on with our conversation, I’m so thrilled I insist we back up so he can properly acknowledge my genius.<br /><br />At school there is a constant influx of students from all over the world, but only French is spoken in class. Some students don’t even speak English, which I still can’t get my mind around. I mean, really. When I don’t know a word in French I’m used to substituting it with an English word, but here that has as much effect as ancient Hebrew. In class I get to hear French spoken in a variety of accents: Swedish, Russian, Spanish, Australian, etc. So far I find the accent of the Chinese woman the most intriguing, and by intriguing I mean irritating. She barks out French like a fish vendor in a crowded market, and I never have any idea what she’s saying. It’s far easier to understand the American, who speaks French exactly like English, without fussing over rolling R’s or nasal sounds.<br /><br />In Canada I’m a hotel executive and the author of three books. Here in France I’m regarded as a middle-aged man who speaks like a five-year-old and appears to have a severe learning disability. In class my behavior also reverts to that of a five-year-old. When I know the answer my hand shoots into the air, waving frantically. If I’m wrong, far more frequently than I care to admit, my face goes red, and I smolder with resentment toward my teacher and all my classmates, especially the Polish girl who always gets the answers right.<br /><br />On principle I feel vastly superior to all new students, and quickly write them off as showoffs, hopelessly stupid or bad dressers. One day a German student came to class wearing lederhosen-like shorts, and I couldn’t stop staring at her legs, so hairy they appeared to be covered with spiders. Occasionally I decide I like someone instantly because she seems cool or he has nice shoes, but I’m always disappointed. Over time I find myself liking the people I originally loathed and loathing the people I originally liked, which doesn’t say much for my judgment.<br /><br />Often I'll start getting friendly with a student, and suddenly he or she stops coming to class. I'm sure it's not personal, but it is kind of creepy, like the Gestapo is back in Paris and foreigners are being pulled from their beds at night. The real reason is most students are here for a short stay, sometimes only a week or two. After only four weeks I’m one of the most senior students, me and that Chinese woman, and we're like bad-ass lifer inmates running the prison. Or the dumb kids in class who keep getting held back.<br /><br />While walking home the other night I ran into some fellow students on their way to a local park to drink wine and smoke, and they invited me to join them. My first impulse was to run away, but then I reminded myself that this was the kind of experience I came to Paris for—to smugly drink wine in public parks while friends and colleagues back home were chained to their desks. So I shyly accepted. We sat on the grass and spoke bad French while passing around a bottle of wine, and it reminded me of my early days as a backpacker. Except now I’m a lot older, and I couldn’t help but worry by their furtive glances that they suspected I was an escaped child molester.<br /><br />I have a few expressions I use frequently here because they make me feel French and in-the-know, like “Quoi de neuf?” and “On y va!” Recently I discovered I was misusing one. A Parisian friend texted me to cancel our plans, saying his sister was sick, and I texted back “Tant pis!” Later I discovered that although this phrase technically translates as “Too bad”, it conveys a sentiment closer to “Whatever”.<br /><br />An upside to having a cold in France is it really helps with nasal sounds. At home I often practice speaking French by myself, and sometimes my accent is so beautiful and Parisian I’m moved to tears. But when I try to emulate it in class or say, in the bakery while ordering my third pain au chocolat of the day, it all comes out terribly wrong. The other night I went to <a href="http://www.myspace.com/alexlutz2">a French play</a>, and at first it was all quite thrilling, but by act two I had a headache and kind of tuned out. In one scene the actor parodies an American who considers himself Parisian after six years in Paris. The audience found his portrayal hysterical, but I only pretended to laugh along. <em>Six years?</em> I had started calling myself Parisian after only three weeks.<br /><div><br />These days, I no longer resent Parisians, I love them. They’ve been incredibly warm and hospitable. Sometimes while out at night I become so absorbed in conversations I don't even realize I'm speaking French. But then I panic and bail, and my mind shuts down, refusing to produce anything but the usual words: yes, no, and can I borrow some money. I expect my friends to acknowledge my disability and switch to English, but they never do. It makes me long for those days in Montreal. But then I remind myself why I came to Paris, and I soldier on. If the Chinese fisherwoman can do it, so can I. <em>Tant pis. </em><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script></div><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-854516009755649056?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com8tag:blogger.com,1999:blog-990207797510987556.post-48154764869875001592009-05-18T03:00:00.000-07:002009-11-29T18:48:40.789-08:00Because hotels run on the promise of comfort and rest, an onsite construction project can be particularly challenging to manage. Rather than risk sending guests fleeing to competitors, hotels often choose to keep silent about construction activity, hoping guests won’t notice the jack-hammering in the lobby. If a guest complains, management feigns shock and dismay, as though a crew marched in uninvited and began tearing down walls. Complaints are handled in the only way hotels know how: by buying the guest’s silence. If the guest is mildly irritated, he might get a brusque apology and a free local call. Pissed off? A whopping 15% off last night's room charge, perhaps with continental breakfast thrown in—accompanied by the roar of bulldozers. Apoplectic? An escort off property by security.<br /><br />Having suffered both sides—as a hotel manager, a massive construction project next door and, as a hotel guest, drilling as excruciating as a root canal—I’ve learned that hotels will better protect long- and short-term interests not by treating construction like an unspeakable secret but by being open and communicative with guests. It’s a frightening proposition, but it works.<br /><br />I’ll never forget that day in 2005 when a group of super-friendly people came to <a href="http://www.opushotel.com/">Opus Hotel</a> to tell me about plans to build an <a href="http://www.canadaline.ca/">underground rapid transit station</a> in <a href="http://www.yaletowninfo.com/">our neighbourhood</a>, a three-year project that would create an excavation the size of a football field directly outside our door. As the hotel’s general manager I did what any great leader would do: I locked myself in my office and had a good cry. Then I went <a href="http://www.hcareers.ca/">online</a> to look for a new job.<br /><a name='more'></a><br />In the following months, my colleagues and I tried to figure out how to maintain our high occupancy and guest satisfaction ratings while under siege. An employee suggested a radical approach: we tell guests the truth. The idea was immediately dismissed as preposterous, a break from the hotel industry’s illustrious tradition of deceit and blame-deflection when it comes to construction. Yet the idea fit in with our organizational values of integrity and respect, and no one came up with a better solution, so we decided to give it a whirl. From that point forward, we were completely transparent about construction, warning guests in advance and keeping them informed while on property.<br /><br />It was a nail-biting risk. We were giving prospective guests a reason to stay elsewhere and providing our competitors a weapon to use against us. Many of our rooms didn’t face the construction site, and activity was sporadic—why alarm all guests when only a few would be disturbed? Transparency threatened only to exacerbate the problem.<br /><br />Yet to avoid the issue can be far more damaging. While a guest of a hotel in Atlanta, I endured drilling next door for three days before I called to complain. I was transferred to the duty manager’s line, and I left a message, but I didn’t hear back. The next day a gift basket was delivered to my room. There was no note or card, so I had no idea who it came from, but it did come with a jar of tasty Georgian peach salsa. Meanwhile, the drilling turned to jack-hammering. I left another message for the manager, this time requesting to change rooms. Again, no call back. That night, another gift arrived, a slab of chocolate that vaguely resembled the hotel’s logo. It had melted—much like my resolve. I checked out the next day and, as much as I enjoyed the peach salsa, I won’t be staying there again.<br /><br />In my experience, hotel guests are more understanding—and surprisingly accepting—when communication is proactive and sincere. To avoid unpleasant surprises, hotels should communicate construction activity at the time of reservation and place a notice on the website, in confirmation letters, and in group, corporate and event contracts. Most travelers are up and out early and won’t be daunted. Rooms closest to construction should be placed out of order or sold at a discount; many travelers will be willing to risk a disturbance if it means getting a great deal. Keep guests informed by placing a letter in guestrooms from the general manager explaining the nature of the work, the benefits, and the duration, and inviting guests to contact the front desk if they have concerns. Equipping rooms with earplugs and white noise machines will show that you’re trying, but will do little to drown out construction noise.<br /><br />Being transparent doesn’t mean being alarmist. Sales and reservations staff should avoid comments like, “OMG it’s like a total mess here!” A simple, positive statement will do, such as, “Just so you’re aware, we’re currently upgrading our banquet facilities and you may encounter construction activity.” Do everything possible to address concerns—including, if necessary, letting the business walk. In the long run, your hotel will be better off. Hell hath no fury like a meeting planner not forewarned, and a scathing review on <a href="http://www.tripadvisor.com/">TripAdvisor</a> will scare travelers off long after construction is finished. With larger construction projects you won’t be able to please everyone, so reserve the quietest rooms for your most desirable clientele. Be creative about how you respond to complaints; not everyone is looking for a freebie. Offer sincere apologies, ask how you can make it up to the guest, and respond accordingly.<br /><br />Resist the temptation to be cute, like posting signs with cartoon characters in hardhats. If a guest is awoken by a dump truck unloading gravel outside her window, she won’t be amused. Years ago, when I worked at the <a href="http://www.starwoodhotels.com/westin/property/overview/index.html?propertyID=1084">Westin Harbour Castle</a> in Toronto, management decided to make light of lobby renovations by dressing up two front desk employees per shift as construction workers. Upon reporting for duty one day I was handed a hardhat and an orange vest. “I don’t think so,” I said, handing them back—the hotel’s polyester uniform was humiliating enough. I was overruled. To my surprise, I found myself enjoying the construction worker role-play thing—until I had to deal with an irate guest. Partway through his rant, he stopped, blinked, and said, “What the hell are you wearing?” The hats and vests were discontinued shortly thereafter.<br /><br />Our strategy at Opus wasn’t perfect. We lost our share of business, and a number of guests fell through the cracks. Yet by being transparent we built a relationship of trust with our clientele, and our guest satisfaction ratings and occupancy remained high throughout. All hotels experience construction at some point—it’s a necessity of keeping fresh and up-to-date—and many fall victim to offsite construction from which they reap no benefits. If your hotel provides an otherwise exceptional and unrivaled experience, your guests will be far more loyal and forgiving than you might expect.<br /><br />These days, while many hotels are sitting half-empty, the time is ripe for capital upgrades and renovations. Unfortunately for most hotels, upgrades will have to wait until business is stronger—which means undergoing construction while occupancy is high. All the more reason to have a solid guest communication plan in place.<br /><br /><em>See a modified version of this post in </em><a href="http://www.vancouversun.com/opinion/Canada+Line+construction+Yaletown+fare/1472308/story.html"><em>The Vancouver Sun</em></a><em>.<br /></em><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4815476486987500159?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com3tag:blogger.com,1999:blog-990207797510987556.post-27540347568172266372009-04-30T09:46:00.000-07:002009-11-29T18:53:45.743-08:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/Cover---Murder-at-Graverly-Manor---low-res-707552.jpg"><img alt="" border="0" src="http://www.danieledwardcraig.com/blog/uploaded_images/Cover---Murder-at-Graverly-Manor---low-res-707543.jpg" style="cursor: hand; float: left; height: 200px; margin: 0px 10px 10px 0px; width: 129px;" /></a>My latest novel is now out, and since it takes place in a bed-and-breakfast I thought it fitting to write a post on that subject.<br /><br />First, a few words about <a href="http://www.danieledwardcraig.com/books.html#Graverly"><em>Murder at Graverly Manor</em></a>. In this third—and last—installment of the <a href="http://www.danieledwardcraig.com/">Five-Star Mystery series</a>, hotelier Trevor Lambert returns to his hometown of Vancouver to recoup after suffering the trauma and drama of opening <a href="http://www.danieledwardcraig.com/books.html#Cinema">Hotel Cinema</a> in Hollywood. When he happens upon an elegant Victorian mansion for sale in the city’s West End, he decides it’s time to pursue his dream of operating a bed-and-breakfast. But the eccentric proprietress, Lady Graverly, won’t sell until he completes a one-month trial period as innkeeper. Trevor quickly discovers that operating a B&amp;B is far more challenging than he anticipated, and his troubles are exacerbated by vanishing residents, screams in the night, and Lady Graverly’s refusal to let him see her private quarters. When things start to go really haywire, former colleague Shanna Virani flies in from LA to help out. As the two hoteliers uncover the manor's dark secrets, they discover that its past is inextricably linked to Trevor’s destiny.<br /><br />In researching this novel I learned to appreciate the unique offerings of this often-overlooked lodging segment. <a href="http://en.wikipedia.org/wiki/Bed_and_breakfast">Bed-and-breakfasts</a> provide an authentic, grassroots cultural experience, and as such are popular with foreign tourists. They’re cheaper than hotels, partly because they offer fewer amenities, and are more intimate, offering personal touches, décor and in-room amenities that reflect the city they’re in. There are no cavernous lobbies, no revolving doors and no conventioneers. In a B&amp;B you’re likely to interact with other occupants as well as with the owners. And, of course, breakfast is included.<br /><a name='more'></a><br />Being a private person and somewhat antisocial, I prefer the anonymity of hotels, where constant shift changes ensure that no one can keep tabs on my comings and goings. Hotel guests are busy and blessedly standoffish, and interactions are just how I like them: rare and superficial. Call me a curmudgeon, but I'm rarely interested in chatting with strangers, particularly before I’ve had a good strong cup of coffee. I do enough of that at work, where I’m paid for it. On airplanes, after a polite hello to my seatmates, I yank down imaginary shades on either side of me emblazoned with an upright middle finger, and then bury my nose in a book. I’m more open to social interaction in the evening, particularly with a glass of wine in hand, so the B&amp;B ritual of guests congregating at cocktail hour is more appealing. Furthermore, in B&amp;Bs the walls tend to be thin, the plumbing more resonant, which discourages loud music, headboard-slamming sex and off-tune shower singing, and alerts the entire household when you’re taking a pee.<br /><br />A few years ago, on a trip to New York I stayed at the <a href="http://www.innatirving.com/">Inn at Irving Place</a>, twelve rooms housed in two 1834 buildings in Gramercy Park. Its antique furniture, ornaments, and fabrics in every conceivable floral pattern made me feel like I was staying at someone’s grandma’s house. I lived in constant fear of breaking something. The manager’s desk was located at the foot of the staircase, and he was super-friendly and seemingly omnipresent. To evade the obligatory chitchat I contemplated scaling the fire escape, but feared I would cause a racket and get caught. Instead I would hunker down in my room, listening for the opportune time to bolt for the door without being accosted. The service was exceptional, the rooms charming, but on my return visit I booked the 185-room <a href="http://www.gramercyparkhotel.com/">Gramercy Park Hotel</a>. I like shiny new things.<br /><br />I’m more inclined to appreciate a B&amp;B while on vacation, when I’m less uptight, more sociable, and less prone to fits of quiet rage when service is slow. One of my best experiences was at a B&amp;B just outside of Buenos Aires called <a href="http://www.avemariatandil.com.ar/">Ave Maria</a>. The food was homey and delicious, the rooms rustic and airy, and I could escape loquacious guests by hopping on a horse and galloping across acres of Argentine pampas.<br /><br /><em>Graverly Manor </em>is a B&amp;B’s worse-case scenario, and isn’t meant to represent the typical experience. For example, most B&amp;Bs don’t come with a dead body in the cellar. Though I do recall a story way back about a German guest of a Miami Springs hotel complaining at checkout about an unpleasant odor in his room. The source turned out to be a dead body under the bed.<br /><br />Like Trevor, people are often seduced by a false romantic notion of operating a bed-and-breakfast. They love hosting out-of-town guests, and reason that running a B&amp;B should be a simple matter of a few extra place settings at the breakfast table. They soon discover that paying strangers aren’t as neat or respectful as friends and relatives (as a rule), and the work can be frenetic and unrelenting. Yet the proprietors who get it right, like my friends at the <a href="http://www.westendguesthouse.com/">West End Guest House</a>, provide an intimate, comfortable and economical option that is simply unrivaled by hotels.<br /><br />On a personal note, on Monday I’m leaving for a six-month sojourn in Europe. Aside from loafing around and bastardizing languages, I’ll be working on my next book. I’ll keep the subject a mystery for now, but I will divulge one clue: it’s <em>not </em>a mystery. While there, I’ll be checking out all sorts of hotels and reporting in. But, given that I’m on a sabbatical from my hotel career this year, my champagne tastes will have to be put on ice for a while. I’ll be staying in B&amp;Bs.<br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-2754034756817226637?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com1tag:blogger.com,1999:blog-990207797510987556.post-20557666850157840372009-04-02T11:28:00.000-07:002009-11-29T18:57:03.630-08:00Lately I’ve come across all sorts of how-to articles for surviving in today’s economy, and it strikes me that, in typical fashion, the hotel industry is being far too polite. This is war, people; only the strongest will survive—for God’s sake don’t let it be your competitor. To secure your hotel’s place on the evolutionary scale, consider adopting some of the cutthroat tactics of our colleagues in other industries.<br /><br /><strong>Make rates a moving target.</strong> These days, travelers demand discounts, but that doesn’t mean you have to keep lowering your rates. Instead, borrow a tactic from the retail industry and jack up your rack rates to give the illusion of huge discounts. Phrase it like this: “No, I’m not joking, Mr. Bottom-Feeder, I’m offering you this gorgeous Deluxe Land-Fill-View Room, which normally sells for $1,595, for only $99—a 94% discount!” Adopt the crafty pricing strategies of the airlines by changing rates constantly to confuse travelers. Advertise irresistibly low rates and then tack on hidden fees, inexplicable taxes and surcharges on surcharges. Implement automated pricing software that increases rates the instant the traveler decides to reserve.<br /><br /><strong>Exasperate your guests for fun and profit. </strong>Design the online booking experience to be so frustrating guests have no choice but to call in, in which case they should be charged a booking fee. Create twenty or more room categories and insist on listing all of them, prompting time-pressed callers to blurt out, “Just book me a damned room,” in which case you should always reserve the highest-rated suite. If a caller insists on a standard room, politely explain that these rooms are reserved for the lowest echelon of traveler—namely government employees, Entertainment Book holders and Priceline customers—and are never available anyway.<br /><a name='more'></a><br /><strong>Make frills and flexibility a thing of the past. </strong>Follow the shining example set by the airlines and reduce the guest experience to a room with a bed, charging a fee for everything else. Implement a luggage fee and charge extra for oversized baggage, baby carriages, wheelchairs, Seeing Eye dogs and portable dialysis machines. Charge a user fee for blankets, towels and soap and a fuel surcharge for hot water. Implement reservation change fees and charge a rate differential even if rates have gone down. If a guest cancels, charge the full amount and issue a voucher with so many conditions it’s impossible to redeem. Distribute stopwatches to front desk and housekeeping staff and charge by the minute for late checkouts and early check-ins.<br /><br /><strong>Cut costs by delegating work to guests. </strong>Travelers have made it clear that nothing is more important than getting a deal—isn’t it time they made a few sacrifices of their own? Save labor costs by introducing “Do It Yourself” packages in which guests carry their luggage, clean their rooms and serve themselves meals. Reduce operating costs by closing your restaurant and having the turndown ladies sell pre-prepared meals from maid carts. In this time of “rightsizing”, does your hotel really need corporate office? Consider downsizing up.<br /><br /><strong>Create new revenue streams with trumped-up charges. </strong>Implement a surcharge that sounds like a government tax but actually goes to the hotel, such as a “6% Hotel Occupancy Levy”. If a guest questions the charge, speak quickly and use lots of industry jargon. Reduce lost mini-bar revenue by hooking guests up to a polygraph machine at checkout. Process false charges to credit cards several weeks after departure, banking on the likelihood travelers will be too busy to dispute them. If they do, put them on hold for up to one hour and then transfer them to someone in Accounting who doesn’t speak English. Guests will pay exorbitant prices for parking, porn and Grey Goose vodka; test their limits by hiking up rates until consumption drops.<br /><br /><strong>Boost your conversion ratio with false advertising. </strong>Post photographs on your website that make your rooms appear larger, cleaner and less dumpy than they are. If necessary, cut and paste images from websites of luxury hotels in foreign countries. Use superlatives like “award-winning”, “seven-star” and “most luxurious”. Guests will be disappointed, but the front desk will clean up the mess—they always do. Boost TripAdvisor ratings by posting glowing fake reviews, relating inspiring stories like how the concierge saved a guest’s life by giving him a tracheotomy after he choked on a pillow chocolate. Post blistering reviews of competitor hotels, reporting rumors of a faulty fire alarm system, a bed bug infestation or a recent e-coli outbreak.<br /><br /><strong>Kickstart spin-off businesses. </strong>Now that mini-bar offerings have proliferated to virtually every surface in guestrooms and all furniture comes with a price tag, hotel rooms resemble a cross between a 7-Eleven and an Ikea showroom. Take this trend a step further by renting out your employees to guests to take home: a concierge to act as a personal assistant and issue Twitter updates; a bellman to act as a chauffeur and open doors; a housekeeper to ensure toilet paper ends are tucked into a perfect fold. Why allow items left behind in guestrooms to languish in lost-and-found when they can be sold on e-Bay? If guests call looking for them, remind them that the hotel cannot accept responsibility for lost or stolen items.<br /><br />Necessary survival tactics or a lighthearted warning about the direction the hotel industry could be heading? You decide. If we can learn one thing from the airline industry, it’s that slashing services may make prices more attractive, but it doesn’t guarantee profitability. In fact, it deters people from travel by taking all the pleasure out of it. Hotels will be better positioned for long-term survival by continuing to offer a haven for harried travelers, providing the flexibility, the integrity—and yes, the occasional freebies—we built our reputations on.<br /><br /><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-2055766685015784037?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com5tag:blogger.com,1999:blog-990207797510987556.post-31565453794750877722009-02-26T12:49:00.001-08:002009-11-29T18:59:14.570-08:00For weary travelers, there’s nothing more appealing than having a hot, scrumptious meal delivered to our hotel room. Room service brings out the kid in us. We get to do things we can’t do at home: eat in bed, watch TV, and leave our dirty dishes in the hallway. Yet the experience rarely lives up to expectations. Meals take forever to arrive, food is cold and soggy, and prices mysteriously double after we place the order.<br /><br />Hotels are often accused of gouging when it comes to pricing, but the costs of delivering a single meal to a room are comparable to running a full-service restaurant with only a few customers per night. It’s a service hotels provide to guests, and almost invariably it’s a money-loser. From a guest’s perspective, it’s one of the costliest ways to take a meal and everything should be perfect. But can it be?<br /><br />As a hotelier and frequent traveler I’ve been on both sides of the room service quandary. I’ve thumbed through menus and huffed in indignation at the prices and I’ve chaired meetings where those prices were set. Last year, while living in a hotel for five months, I became intimately acquainted with the pros and cons of ordering a meal to one’s room. Here are some tips for hotel guests for making the most of the room service experience.<br /><a name='more'></a><br />1. <strong>Consider Taco Bell.</strong> I’m loath to discourage guests from spending money, but in today’s economy it’s difficult to justify dropping the cost of a week’s worth of groceries on a single meal. Yet the alternatives can be bleak: dining alone in the wastelands of the hotel restaurant or foraging for food in the mean city streets. A more prudent decision might be to head down to the local Taco Bell for an enchilada platter. If you can’t bear to leave your room and miss the latest episode of Hell’s Kitchen, consider raiding the mini-bar instead. Yes, a can of Pringles, a Kit Kat and two Buds is a revolting meal, but the calorie intake will be no greater, and in either case you’ll be filled with self-loathing afterward. Use the savings to splurge on breakfast in the hotel restaurant or beachfront property in Malibu.<br /><br />2. <strong>Do the math.</strong> Ordering room service is like booking a flight on a discount airline: the base price sounds reasonable; it’s all the extra charges that leave you feeling swindled. In addition to taxes, hotels typically add a delivery charge—a lump-sum that goes to the hotel—and a service charge—a percentage that goes to the employee. Before confirming your order, ask for the grand total and clarify whether a gratuity is included. This spares you the embarrassment of struggling over simple math calculations while the delivery person is staring at you expectantly. A 15 to 20% gratuity on net food and beverage costs is standard. If the tip is included, don’t expect the attendant to volunteer this information; he’ll be long gone by the time you realize you double-tipped.<br /><br />3. <strong>Ask the right questions.</strong> If you call down to place your order and think you’ve been patched through to a remote island in the South Pacific, it’s because room service is usually located in the bowels of a hotel next to the kitchen. In smaller hotels you might place your order with the front desk, the switchboard, or, if labor is really tight, the general manager. Don’t be shy about asking questions. If you’re a fussy eater, ask to talk to the kitchen directly. Keep in mind these people are busy, so try to have an idea of what you want before you call and avoid idle chitchat and long, boring stories. Before you hang up, make sure the attendant repeats your order and gives an estimated delivery time. It shouldn’t take more than a half-hour—forty-five minutes tops during peak times.<br /><br />4. <strong>Don’t leave good habits at home.</strong> Room service food tends to be bland and overdone or rich and overdressed. To avoid feeling like barfing afterward, ask for sauces on the side, bypass fried foods, and order fruit for dessert. Don’t hesitate to order off-menu—any decent kitchen can whip up a green salad or grill a breast of chicken. But clarify prices first. At a Los Angeles hotel I told the order-taker I was so sick I wanted only a simple bowl of broth. She charged me $47. Go easy on the environment by requesting filtered tap water instead of bottled water and bulk condiments instead of those cute miniature bottles. Few hotels can afford to retain overnight kitchen staff, so after 11:00 PM expect a limited menu of pre-prepared items heated in the microwave. You might want to call the local pizza parlor instead. Or better yet, sleep off that booze-fueled craving.<br /><br />5. <strong>Don’t expect Michelin three-star cuisine.</strong> Room service has come a long way in recent years, but it’s still virtually impossible to deliver a piping hot, perfectly cooked meal to a room in thirty minutes or less. Attendants must navigate a back-of-house obstacle course of broken furniture, soiled linen, slow service elevators and chatty colleagues. Food warmers help keep things hot but tend to overcook the meal. Before the attendant arrives do her a favor and put away your underwear, turn off the porn, and pull on a bathrobe, ensuring the belt is securely fastened. Before she leaves perform an inventory and quality control check; otherwise you might be buttering your dinner roll with a teaspoon. If you’re not satisfied, speak up and give the hotel a chance to remedy things—don’t eat every morsel and then complain at checkout.<br /><br />6. <strong>Don’t eat in bed.</strong> The idea of eating in bed can be highly appealing, but the execution is always awkward and messy and sheets end up acting as very large napkins. To avoid tossing and turning in breadcrumbs all night, ask for your meal to be delivered on a rolling table rather than a tray—and use it. If you don’t want to wake up the next day to a horrific stench of festering leftovers, cover your plate with a napkin and place the tray in the corridor. Be sure to put on a bathrobe first, though—hotel doors self-close. Then call down to have the tray removed so your fellow guests don’t have to see your ketchup-smeared carnage when they pass your room. This also helps prevent the theft of shiny pretty silverware.<br /><br />Yes, room service is expensive and fraught with risk, but in a well run hotel it will be quick, beautifully presented and served with a smile. There is simply no better way to relax on the road than by enjoying a meal in the comfort of your hotel room.<br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-3156545379475087772?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com4tag:blogger.com,1999:blog-990207797510987556.post-69669626449470208622009-01-12T10:29:00.000-08:002009-11-29T19:01:39.405-08:00The new year has begun and so far it’s not pretty. With the hotel industry facing the lowest occupancy rates since 1971, a number of alarming trends are emerging. In the midst of all the doom and gloom I thought I’d take a more lighthearted approach to my predictions for the hotel industry in 2009.<br /><br /><strong>1.</strong> <strong>Everything learned in revenue management training will go out the window.</strong> Hysteria will rule the day as hotels drop rates, get indignant when competitors lower rates in response, and then panic and drop rates even further. All inventory will be treated as distressed inventory, erasing years of brand-equity-building and training travelers to look for the best deals on third-party websites. It will take years to recover from these rate wars, and the only victor will be the traveler.<br /><br /><strong>2. Travelers will become more demanding and less forgiving.</strong> Smelling the hotel industry’s desperation to fill rooms, travelers will demand even deeper discounts and more value add-ons, while at the same time refusing to tolerate the cuts to services hotels will be forced to implement to stay afloat, posting nasty comments on TripAdvisor like “Save your money! This hotel has gone to hell!!”<br /><a name='more'></a><br /><strong>3. Service levels will nosedive.</strong> The labor shortage crisis of 2008, when hoteliers blamed poor service levels on lack of employee resources, will give way to the job shortage crisis of 2009, when hoteliers will blame poor service levels on tight labor budgets. Managers will be forced to cover frontline shifts to save labor costs, thereby revealing they have no clue how their department operates, resulting in a deluge of missed wakeup calls, accounting errors and guests checked into occupied rooms.<br /><br /><strong>4. Eco-friendly initiatives will be tossed into the recycling bin.</strong> Faced with the realization that going green costs money, hotels will opt for programs that guilt the guest into making the sacrifices, such as the now-ubiquitous optional towel and sheet replacement program. Having discovered that guests will tolerate plastic recycling bins and off-white tissue paper, hotels will begin to phase out those adorable little bottles of shampoo, blackberry jam and Dijon mustard in favor of “eco-friendly” (cheap) bulk offerings.<br /><br /><strong>5. Automation and do-it-yourself options will replace costly employees.</strong> Hotel managers, faced with the horror of having to deal with guests themselves, will consider previously unthinkable initiatives like automated check-in kiosks. New labor-saving programs will include make-your-own-bed-and-breakfast packages, do-it-yourself luggage carts, and computers standing in for concierges. Meanwhile, all gratuitous positions created during the halcyon days, like “tanning concierge”, “dream butler” and “pillow consultant”, will be summarily retired.<br /><br /><strong>6. The trend toward offering more healthful food choices in restaurants, room service and mini-bars will be reversed</strong> as hotels realize that cheeseburgers, Coke and Kit Kats sell better and are more profitable.<br /><br /><strong>7. Lifestyle hotels will spring up as quickly as Starbucks outlets are closing. </strong>Customization will be taken a step further, with such options as the daily repainting of rooms to match the guest’s wardrobe, smart lighting that adjusts according to the guest’s mood, and hotels designed exclusively for germophobes, anarchists and narcissists. Meanwhile, lifestyle hotels will continue to confuse guests with cutesy names for traditional positions like “comfort consultant” for housekeeper, “personal nutritionist” for waitress and “ambassador to happiness” for front desk agent.<br /><br /><strong>8. Complimentary amenities will mysteriously vanish.</strong> “Amenity Creep”, the one-upmanship game hotels played during prosperous times by adding superfluous items like lip balm, wrinkle cream and nose-hair trimmers, will give way to “Amenity Retreat”, in which all but essential items will be removed and guests will be charged for non-essential items like blankets, soap and hot water. Meanwhile, dog-friendly hotels will be phased out as hotels realize that dogs are not hotel-friendly.<br /><br /><strong>9. The boutique-hotel-as-nightclub trend will spread to traditional hotels like Ritz Carlton, Fairmont and Four Seasons. </strong>Lobbies will morph into late-night clubs, with Bach concertos replaced by techno grooves from in-house DJs. Traditional doormen in Beefeater-style uniforms will be supplanted by lobby hostesses in booty shorts, and the mantra “It’s my pleasure, sir” will surrender to “Hey, no problem, man.”<br /><br /><strong>10. Standalone hotels will be a thing of the past.</strong> Mixed-use developments, in which hotels are housed in the same complex as condos, retail outlets and office space and condo owners shoulder the burden of costly hotel construction by paying for access to services they will never use, will expand to include hospitals, churches and crematoriums to ensure guests never check out.<br /><br /><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-6966962644947020862?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com11tag:blogger.com,1999:blog-990207797510987556.post-18654438550667156412008-10-29T13:08:00.000-07:002009-11-29T19:04:30.906-08:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/Howard-Hughes-709258.jpg"><img alt="" border="0" src="http://www.danieledwardcraig.com/blog/uploaded_images/Howard-Hughes-709253.jpg" style="cursor: hand; float: left; height: 200px; margin: 0px 10px 10px 0px; width: 192px;" /></a>The increasing popularity of condo-hotel developments has put within reach a lifestyle previously reserved for the rich and famous: living in a hotel. Having been living in a hotel for the past few months, I’ve discovered that it’s not as always as glamorous as it sounds. For any aspiring <a href="http://www.trump.com/">Donald Trumps</a> out there, a cautionary tale.<br /><br />Earlier this year, I was approached about relocating to Montreal to live on property as a consultant to the management team of <a href="http://www.opushotel.com/">Opus Montreal</a>. With visions of a grandiose lifestyle, I signed a three-month contract. But just prior to my departure things took an unexpected turn when the general manager resigned. Suddenly, I would no longer be working bankers’ hours as an overpaid consultant. I’d be on the front lines as the hotel’s acting resident manager.<br /><br />Upon arrival I was installed in chic and modern <a href="http://www.opushotel.com/montreal/english/rooms_1_privilege.html">room</a> with red walls. It was only 325 square feet, and had no kitchen, balcony or vibrating bed, but we human beings are natural nesters, and soon it felt like home. The advantages of hotel living became immediately obvious: I would never have to run a vacuum; I had an army of staff on standby to cater to my every whim; and my commute was a short elevator ride to the lobby. I could order room service every night, watch pay movies, and raid the mini-bar—all for free. Each night my bed was turned down for me, chocolates placed on my pillow, and toilet paper rolls tucked into a perfect fold. I had little bottles of shampoo, blackberry jam and vodka, all just for me.<br /><a name='more'></a><br />The work was all-consuming, but I loved being back in the thick of things. Then one day it occurred to me I hadn’t left the property in three days. I had earned respect for the hours I worked, but it was only because I had no friends and had nothing better to do. I was getting lazy, spoiled and out of shape. The hotel’s food was amazing, but sometimes I just wanted a peanut butter sandwich. Serious changes were in order. I filled my mini-bar with healthy foods, purchased a microwave and toaster, reduced housekeeping visits to once per week, and started going to a local gym.<br /><br />Remember <a href="http://www.eloisewebsite.com/">Eloise</a>, that precocious six-year-old in children’s storybooks who lived in the penthouse suite at New York’s <a href="http://www.fairmont.com/ThePlaza">Plaza Hotel</a>? She always found time for mischief. The difference between Eloise and me is I’m running the joint, which takes all the fun out of hotel living. I’m acutely aware that employees are observing me. Not that I’m paranoid, I’m just a bit neurotic. I don’t want the maid to think I’m a slob, so I make the bed and wipe down the sink before she cleans my room. I’m convinced that restaurant staff hate me because, in accordance with industry practice, I tip only 10% on meals. And while I love how my clothes come back from dry-cleaning all pressed and fresh-smelling, the thought of colleagues sorting through my dirty laundry is a bit unsettling.<br /><br />One of the allures of hotels is anonymity. Guests can check in, make a mess, be obnoxious, and check out with impunity. I don’t have that luxury here. I can’t be grumpy or difficult, and I can’t stumble in drunk with two hookers on my arms. Not that I ever would, but the fact that I can’t feels oppressive. There’s a nightclub here, <a href="http://www.sucomontreal.com/english/index.html">Suco</a>, and I’ve considered hanging out there and trying to meet some cool, beautiful Montreal types, but I fear they’ll think I’m a sad, desperate predator, the resident lounge lizard. Fortunately, it’s not really an issue because I can’t stay awake past 10:00. Well, not usually. On a recent Saturday I went out to “<a href="http://en.wiktionary.org/wiki/faire_la_f%C3%AAte">faire la fête</a>” with friends from Vancouver and got back at 5:00 AM. Not wanting staff to see me, I skulked through the back entrance, only to run smack into a couple of bar staff getting off shift. “Fun night, Mr. Craig?” one of them asked with a snicker.<br /><br />When I spend too much time in my room I start to worry I’m becoming <a href="http://en.wikipedia.org/wiki/Howard_Hughes">Howard Hughes</a>, with those crazed eyes and long yellow toenails. I try to get out more, but unlike at home I don’t have the freedom to wander around in my bathrobe. Even during my time off I feel uncomfortable in jeans because hotel employees aren't supposed to wear street clothes in public areas. I think the rule has something to do with guests not wanting to know that the staff they’re abusing are real people. Returning from the gym one night, I had to deal with a situation in the lobby in a sweaty muscle shirt and shorts. Another time I was crossing the lobby in my weekend casuals when a gaggle of irate meeting planners accosted me. Six hours later they released me from their clutches.<br /><br />When I’m in my street clothes I’m never sure how to behave around guests. Do I act like one of them and avoid eye contact? Or do I act like an employee and smile, engaging them in friendly conversation? I’ve found that the latter approach can lead to frantic elevator-button pressing, particularly from Torontonians. Around employees I feel obligated to speak French, or at least to mumble a few badly-pronounced words to show my deep respect for the culture. But, like other Canadian students, after four years of university French I discovered I couldn’t speak a word. I’m taking lessons now, but I’m pretty sure my instructor thinks I have a severe learning disability. Sometimes it’s just easier to stay in my room.<br /><br />When I travel I like to bring a magazine down to the hotel restaurant and read over dinner. Here I find myself in <a href="http://www.kokomontreal.com/">Koko</a> holding impromptu meetings with staff and guests, signing purchase orders, and sometimes even bussing tables while my food goes cold and my magazine sits unread. I don’t mind, though. Meetings are so much more enjoyable with a glass of wine in my hand.<br /><br />In September a citywide convention coincided with a strike at several Montreal hotels, leaving a number of hotels overbooked. One night I got mired in a nasty relocate situation with a group of travel-weary Germans. They returned to Opus the next day, and every time I ran into them—far too often since we were cohabitating—they stared daggers at me. To avoid relocating more guests I packed my bags to free up my room and moved into an office. That night, as I stared up at the ceiling from my little cot and thought about all the happy people out there in apartments, I realized I had never been surrounded by so many people yet felt so alone.<br /><br />Recently, my contract was extended. These days, I make my own bed, eat out most of the time, and even have a few friends. Yet the longer I live in the hotel the more it consumes me. Resistance is futile. I’ve considered renting an apartment, but the truth is I’d miss it. There’s no better way to manage a hotel than to eat, sleep and breathe it. But would I ever move into a condo-hotel complex? Not likely. I don't mind opening my own doors.<br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-1865443855066715641?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com7tag:blogger.com,1999:blog-990207797510987556.post-28772218069932650522008-06-17T11:39:00.000-07:002009-11-29T19:07:04.475-08:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/janet_jackson2-771126.jpg"><img alt="" border="0" src="http://www.danieledwardcraig.com/blog/uploaded_images/janet_jackson2-771109.jpg" style="cursor: hand; float: left; margin: 0px 10px 10px 0px;" /></a>These days it seems every brand wants to hop on the celebrity bandwagon, and hotels are no exception. Having a star in-house can create great buzz, but pursuing the entertainment market is not always in a hotel’s best interest. Next time Beyoncé is coming to town, take a few minutes to evaluate your hotel before calling her travel agent.<br /><br />1. <strong>Play by their rules.</strong> Entertainment business can be volatile. Bookers require flexibility and are often unwilling to sign a contract, which means the hotel takes the hit when there are last-minute changes. Music groups reserve large room blocks but stay only one or two nights, making it difficult to fill rooms before and after. Don’t allow the excitement of a celebrity’s arrival distract staff from getting a credit card—collecting after departure can be challenging. I’m still mad at an uber-rich rock star who left without paying and has never paid up.<br /><br />2. <strong>Is your service star-caliber? </strong>Entertainers work hard on the road and sleep irregular hours. Hotel staff must be on-the-ball around the clock. Hotel riders used to be full of bizarre demands until they started getting <a href="http://www.thesmokinggun.com/backstagetour/">published online</a>; now they’re less about which vodka to stock in the suite and more about the mineral water. To ensure there are no surprises, review details with the booker in advance. And don’t believe rumors. A colleague warned me that Janet Jackson doesn’t like to be looked in the eye, which made check-in a little awkward, but she looked at me squarely, smiled, and said, “Hi, I’m Janet!” No “Miss Jackson if you’re nasty” though.<br /><a name='more'></a><br />3. <strong>Beware of rising and falling stars.</strong> I’ve hosted bad-ass rockers who were perfect gentlemen and honey-voiced pop stars who were total nightmares. Seasoned stars rarely cause trouble, it’s the rising stars and falling stars who are more likely to seek reaffirmation through outrageous demands, tantrums and binges. The ubiquity of tabloids and celebrity blogs—not to mention credit cards on file—means stars can’t get away with trashing hotel rooms anymore. In 1992 I tried to shut down a raucous hot tub party held by U2 and was assailed by f-bombs. When I hosted them again years later they were as gracious as elder statesmen.<br /><br />4. <strong>Don’t issue a media release upon arrival.</strong> Yes, you want the world to know that Brad and Angelina love your yam fries, but privacy must be paramount. The hotel should have one appointed spokesperson and all other staff should be forbidden from comment. Name-dropping to the media has become acceptable, but wait until after departure, phrase it as “spotted at”, and don’t provide details. Appearing on Entertainment Tonight with the contents of Madonna’s trash might get you exposure, but it’s the quickest way of ensuring she’ll never come back.<br /><br />5. <strong>Careful with pseudonyms.</strong> When asked if a celebrity is in-house, staff should always answer an unequivocal no. Some stars use pseudonyms, but even these aren’t foolproof. Years ago, a local woman who got cozy with a star at my hotel was given the boot when his wife and kids arrived. She used his pseudonym to be put through to the room and had a little chat with the wife. Minutes later, a duty manager was summoned to the room to play interference while the wife hurled objects like lamps at the star.<br /><br />6. <strong>Don’t expect stars to pay for suites. </strong>Suites are part of the glamorous Hollywood image, right? Not necessarily. Stars frequently stay in regular rooms, often due to production budget limitations. Bookers like to exploit the hotel’s eagerness by demanding upgrades and other concessions. As a result, celebrities may stay in suites, but they’re often paying far less than your average cash-strapped traveler. Don’t expect a lot of incidental revenues either; most of a star’s time is spent off-property.<br /><br />7. <strong>Don’t ask for tickets to the show.</strong> Sometimes a tour manager will offer tickets, but they should never be solicited. Are they asking for free rooms? If your general manager coerces you into asking on behalf of his tween daughter, don’t bother the band, ask the tour manager—and offer something in return. When tickets are offered, they should be distributed equitably and winners should be required to show up. A while back, REM gave my staff a block of front-row tickets and several of them no-showed. Not cool.<br /><br />8. <strong>Stars don’t want to meet the hotel manager.</strong> GMs, suspiciously absent when a VIP group convener from Kansas needs an escort, miraculously materialize for a star meet-and-greet. But stars don’t want pomp, they want to be left alone. A GM’s time is better spent ensuring everything is immaculate in advance and leaving a handwritten note and thoughtful amenity. But don’t go overboard. Once I had an actor check in for a three-month stay, only to move to an apartment the next day, taking the $150 gift basket with him. If you want to know if Fabio is enjoying his stay, ask housekeeping; they always know what’s going on.<br /><br />Yes, hosting celebrities can be glamorous, but unless you’re willing to play by their rules it might make better business sense to take that lackluster corporate group.<br /><br /><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-2877221806993265052?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com1tag:blogger.com,1999:blog-990207797510987556.post-49015856512351397942008-06-04T08:55:00.001-07:002009-11-29T19:10:23.368-08:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/Murder-at-Hotel-Cinema---cover-medium-res-785111.jpg"><img alt="" border="0" src="http://www.danieledwardcraig.com/blog/uploaded_images/Murder-at-Hotel-Cinema---cover-medium-res-784753.jpg" style="cursor: hand; float: left; margin: 0px 10px 10px 0px;" /></a>The moment you've been waiting for!<br />(or at least I have). To purchase <a href="http://www.danieledwardcraig.com/books.html"><em>Murder at Hotel Cinema</em></a> visit your local bookstore (ask them to order if it's not in stock) or <a href="http://www.danieledwardcraig.com/links.html">order on line</a>. For info on upcoming signings <a href="http://www.danieledwardcraig.com/news.html">click here</a>.<br /><br />This week, <a href="http://www.opushotel.com/opus.html">Opus Hotel</a> asked me to make a Special Celebrity Guest Appearance (okay, my words) on its <a href="http://www.opushotel.com/blog/">blog</a> for old times’ sake. Here it is:<br /><br /><strong>Return of the Intrepid Blogger</strong><br />It’s me again! Did you miss me? Did you even notice I was gone? Don’t worry, I haven’t returned to my old job as general manager of Opus. I’ve been asked to do a guest spot on this blog. Apparently <a href="http://www.blogger.com/profile/31300691">Katrina</a> has been “busy”, but I every time I walk past <a href="http://www.glowbalgrill.com/">Glowbal</a> I see her sipping wine on the patio.<br /><br />[Note from Katrina: FUNNY, Dan. It’s more like guzzling bad coffee on Montreal-bound flights. Now if we’re talking patio-tippling, I believe there have been numerous sightings of an certain author…]<br /><a name='more'></a><br />It’s been five looong months since I left Opus to finish my book, and, well, it’s been hell. If I ever questioned whether I loved my job before, I don’t anymore. Managing a hotel is not easy, but writing is ten times harder. Spending all that time with no one to talk to but an evil voice that keeps telling you you’re a fraud can play nasty tricks on your psyche. (That voice used to say the same thing when I was a hotel manager but there were more people around to drown it out).<br /><br />The good news is, my third book is done and my second, <a href="http://www.danieledwardcraig.com/">Murder at Hotel Cinema</a>, is out this month. Continuing with the hotel whodunit theme, this one is about the murder of a troubled celebrity at the opening party of a fashionable Hollywood hotel—that is not unlike Opus. When his prized employees become suspects, general manager Trevor Lambert struggles to protect them from the incriminating glare of the LAPD and the prying eyes of reporters, risking everything to expose the killer. Oooh scary! My launch takes place later this month—where else but Opus? After that I’ll be a free agent, so if you know anyone looking for someone to do very little work for lots of money, send them my way.<br /><br />Truth is, I never fully severed ties with Opus. Not only do I drop in regularly to beg staff to tell me they still love me, but I’ve also done some project work, most recently having updated the <a href="http://www.opushotel.com/services_concierge.html">Lifestyle Concierge</a>, which will be up and running soon. On a recent visit I was thrilled to see a development proposal for a 250-seat restaurant on Opus’s rooftop. Hot! I’m thinking of applying as a suntan lotion boy, but only if I can wear little white shorts and make enough tips to never have to write again. I was also happy to hear about the opening of <a href="http://www.kokomontreal.com/#/home/">Koko</a> in Montreal, which I’m told was the party of the year—and no murders! So much for new writing material.<br /><br />I used to shy away from commenting on the Vancouver hotel scene, but now that I’m a Special Guest Star with no real accountability, I thought I’d put out a few random Deep Hotel Thoughts:<br /><br /><strong>1. Where are the guests going to come from?</strong><br />It’s fantastic to see all the new <a href="http://travel.nytimes.com/2008/01/13/travel/13headsup.html?ex=1358139600&amp;en=0de97ad91607a146&amp;ei=5088">hotels under development</a> in Vancouver, but after the <a href="http://www.vancouver2010.com/en">2010 Olympics</a> it’s going to be a fierce market. Only those who offer a superior product will thrive. Go Opus!<br /><br /><strong>2. Does Vancouver need another Fairmont?<br /></strong>Not that <a href="http://www.fairmont.com/">Fairmont</a> doesn’t run fantastic hotels, but with the 415-room <a href="http://www.fairmont.com/Fairmont.Web.CMSApplication/templates/GenericDetail.aspx?NRMODE=Published&amp;NRNODEGUID=%7b86802CE1-FFA7-4531-8DEB-0F099F2B0B22%7d&amp;NRORIGINALURL=%2fEN_FA%2fProperty%2fDevelopment%2ehtm&amp;NRCACHEHINT=Guest#pacificrim">Fairmont Pacific Rim </a>scheduled to open in mid-2009 there will be four Fairmonts in Vancouver, plus one in Whistler and another in Victoria. Maybe too much of a good thing? I think Fairmont should give one back. We’ll take the new one.<br /><br /><strong>3. Will </strong><a href="http://www.lodenvancouver.com/"><strong>Hotel Loden</strong></a><strong> ever open?<br /></strong>I remember the drama when Opus was delayed by a few months and can certainly empathize with the opening team at Loden. By my calculation it’s about seventeen years behind schedule, but maybe it just feels that way. Let’s get a move on, builders, it’s lonely on the boutique front and Opus is looking forward to some friendly competition.<br /><br />Well, that’s it for now. It’s been great reconnecting. Hopefully I’ll be invited back. If not, you can always visit me at <a href="http://www.danieledwardcraig.com/">my website</a>. Until then, be cool, don’t forget to tip the maid, avoid hotel rooms with floral bedspreads, and remember to put on a bathrobe before you put that room service cart in the hallway—hotel room doors self-close.<br /><br />Oh, and don’t forget to enter to win TV Week’s <a href="http://www.tvweekonline.ca/contests/enter_today_your_chance_win_fabulous_sex_and_city_weekend">Sex and the City Weekend</a> package, including two nights at Opus with breakfast and parking, spa treatments at <a href="http://www.sprucebodylab.com/">Spruce</a>, a Sex and the City DVD set and, la pièce de résistance, cocktails with me at Opus (but no sex, just city) and a signed copy of <em>Murder at Hotel Cinema</em>. Good luck!<br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4901585651235139794?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-59821533559933496012008-04-10T13:06:00.000-07:002009-11-29T19:39:48.285-08:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/presidential-suite-744676.jpg"><img alt="" border="0" height="185" src="http://www.danieledwardcraig.com/blog/uploaded_images/presidential-suite-744638.jpg" style="cursor: hand; display: block; height: 185px; margin: 0px auto 10px; text-align: center; width: 271px;" width="271" /></a><br />Upgrades are less frequent now that hotels have implemented sophisticated revenue management practices, but they’re still common. They tend to occur when a hotel is sold out because hotels often oversell lower-rated inventory and must upgrade in order to fill all rooms. If you travel frequently and never get upgraded, you might want to take a good hard look at your travel habits.<br /><br /><strong><span style="font-size: 130%;">Why everyone else gets upgraded:</span><br /></strong><br /><strong>1. They pay a high rate.</strong> The higher your rate, the better your chances of being extended special favours. That’s why government employees fall at the bottom of the pecking order when it comes to upgrades. If you want to be bumped up to the presidential suite, your odds will increase if you book the next highest category.<br /><br /><strong>2. They book direct.</strong> Third-party websites like Expedia skim up to 30% off your rate, which makes you a low-rated guest in the eyes of the hotel no matter how much you shelled out. If you book direct, the hotel gets the full rate, which bumps you up in the upgrade hierarchy.<br /><a name='more'></a><br /><strong>3. They’re loyal.</strong> Even if your hotel doesn’t have a loyalty program, it likely tracks stays. As a frequent guest you should get priority when upgrades are available.<br /><br /><strong>4. They ask nicely. </strong>As a hotelier I’m loath to advise travelers to request something for nothing, but if you really want an upgrade then ask. If you’re too shy, ask the agent what she recommends for a nice room or good view. Front desk staff are more powerful than you think. If you ever get a lousy room, think about how you behaved at check-in. If your request is declined, be gracious and don’t take it personally. Hotels want you to be happy, but they’re a business.<br /><br /><strong>5. They have a good reason. </strong>If you’re celebrating a special occasion, tell the reservations agent. But don’t expect her to upgrade you; she’s trained to squeeze every possible dollar out of you. Ask her to note the occasion in your reservation and be specific about the type of room you want. The front desk reviews special requests on day of arrival and tends to have a soft spot for special occasions. Whatever you do, don’t lie. You might get an upgrade, but you’ll go to hell.<br /><br /><strong>6. They arrive late</strong>. In a full-house situation hotels often wait until late in the day to upgrade because they can save costs if there are no-shows and the suites go unoccupied. It’s the after-midnight arrivals who often get the penthouse suite. Of course, this only happens when you’re alone, are exhausted, and have a 6:00 AM flight the next morning.<br /><br /><strong>7. They’re important.</strong> And by this I don’t mean self-important. The sad reality is the people who can most afford to pay for a suite are the most likely to get upgraded because hotels want to impress them.<br /><br /><strong>8. They have a legitimate complaint.</strong> Speak up if you’re not happy with your room or have been mistreated. But don’t complain for the sole purpose of getting an upgrade—the hotel will be reluctant to give it to you.<br /><br /><strong><span style="font-size: 130%;">Why you don’t get upgraded:</span> </strong><br /><br /><strong>1. You’re obnoxious. </strong>Did you demand an upgrade rather than ask nicely? Did you drop the owner’s name—and mispronounce it? Were you wearing sunglasses?<br /><br /><strong>2. You slipped the bellman a $20. </strong>An article I came across makes this ludicrous suggestion. First of all, you tipped the wrong person. Bellmen have no control over hotel inventory. But don’t tip the front desk either. That’s not tipping, it’s bribery. You’re asking the employee to do something that could get her in trouble.<br /><br /><strong>3. You’re obsequious. </strong>Another article recommends informing the desk agent you’ll write a note to management about how helpful he was if he upgrades you. This is as unsavory as slipping him a $20 and will likely produce the same result. If you’re happy with his service, write the letter, but don’t use it as a bribing tool.<br /><br /><strong>4. You’re staying too long. </strong>One- and two-nighters have a better chance of getting upgraded because they tie the suite up for less time. If you’re staying longer, being willing to take a suite for a night or two and then switching back might help your chances.<br /><br /><strong>5. You’re cheap</strong>. Many hotels give upsell incentives to front desk staff, so don’t be surprised if you inquire about a better room and get a sales pitch. The differential can cost far less than through reservations. It’s not an upgrade, but it’s still a great deal. If you can’t afford it, politely decline. You might get bumped up anyway.<br /><br /><strong>6. You called the general manager. </strong>Several “travel gurus” recommend this tactic. As a former GM I assure you it’s no way to ingratiate yourself. GMs love hearing from guests, but not if they’re angling for a free upgrade.<br /><br /><strong>7. Your profile is flagged “do not upgrade”. </strong>Guest profiles record more than your favourite colour of M&amp;Ms, they also record bad behavior, like when you wigged out when you didn’t get an upgrade on your last stay. If you’re abusive, rest assured your profile will be permanently red-flagged.<br /><br /><strong>8. You arrived with a trunk-load of booze and a four-piece band. </strong>Hotels covet their suites and will not upgrade if they think you won’t respect the space. In the past I’ve upgraded people and they’ve held a raucous party in the suite. Not cool.<br /><br />If you are lucky enough to get upgraded, don’t forget to acknowledge the people who made it happen. If you do all the right things and still never get upgraded, don’t get all paranoid, sometimes it’s just the luck of the draw. And remember, the only surefire way of getting that suite or heart-shaped vibrating bed is to cough up. <br /><br><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-5982153355993349601?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com2tag:blogger.com,1999:blog-990207797510987556.post-67965976610878319382008-03-12T20:15:00.000-07:002009-11-29T19:21:46.164-08:00<a href="http://4.bp.blogspot.com/_GBKddbdp2O8/R9m70XGjsuI/AAAAAAAAABI/1mCxVFBLzSU/s1600-h/Gramercy+Park+Hotel.jpg"><img alt="" border="0" id="BLOGGER_PHOTO_ID_5177375754868208354" src="http://4.bp.blogspot.com/_GBKddbdp2O8/R9m70XGjsuI/AAAAAAAAABI/1mCxVFBLzSU/s320/Gramercy+Park+Hotel.jpg" style="cursor: hand; display: block; margin: 0px auto 10px; text-align: center;" /></a>While in Safeway the other day to purchase laundry detergent I was so overwhelmed by the array of choices I almost left without buying anything. How did the simple process of purchasing laundry soap become a highly emotional, self-defining exercise? My conscience told me I should go with the <a href="http://www.greenlivingonline.com/HomeGarden/household-chemicals-to-avoid-in-your-laundry-detergent">eco-friendly choice</a>, but part of me really wanted my clothes to smell <a href="http://www.tide.com/en_US/products/index.jsp">Tide Mountain Fresh</a>™. “WHY PAY MORE?” shouted the <a href="http://www.youtube.com/watch?v=0mXMdT-NDkQ">ABC</a> label—a valid point, but did I want to be seen at checkout with that tacky box? A myriad of other benefits screamed for my attention. Dawn Stainscrubbers™! Colorguard™! All Stainlifters™! If I made the wrong choice, would glaciers melt and whites turn pink? What if I wanted <em>all </em>the features? That option didn’t appear to be available. I was forced to choose what was most important to me.<br /><br />This constant one-upmanship among brands, the relentless quest for “New and Improved!” features, has made what used to be simple purchase decisions highly complex. Hotels are no exception. There used to be three types of hotels—budget, mid-range and luxury—and you made your decision based on location and price. Things started to get complicated in the 1980s. That’s when somebody realized that all hotel lobbies don’t have to be made of brass and marble, all guestrooms don’t have to be beige, and all lobby bars don’t have to be boring. We can thank <a href="http://www.ianschragercompany.com/ian_schrager.html">Ian Schrager</a> and <a href="http://en.wikipedia.org/wiki/Philippe_Starck">Philippe Starck</a> for leading the revolution.<br /><br /><a href="http://www.starwoodhotels.com/pub/media/alf/alflo.49389_md.jpg" onclick="return handleThumbClick('photo_section_0', 'http://www.starwoodhotels.com/pub/media/alf/alflo.49389_md.jpg', 'Lobby', this, 'Hotel', '2')" s_oid="http://www.starwoodhotels.com/pub/media/alf/alflo.49389_md.jpg" s_oidt="0"></a>Since then, boutique hotels have become enormously popular, but because of higher pricing and urban locations the market has been mostly restricted to young and affluent big-city travellers. All that is changing with the next generation of boutique hotels: the soon-to-be ubiquitous “lifestyle hotel”. Ironically, whereas boutique hotels were created as an alternative to chain hotels, this segment is being driven by the chains. In an attempt to recapture lost business and to capture new business, the chains are bringing the boutique concept to the masses. Lifestyle hotels cater to the traveler who wants to pack more than his PJs when going on the road, he wants to take is entire lifestyle: technology, health and wellbeing, social life, the dog and even eco-friendly practices.<br /><a name='more'></a><br />One of these chains is <a href="http://www.starwoodhotels.com/alofthotels/hotels/index.html">aloft hotels</a>. With its promise of “urban-influenced design, accessible technology, style and a social atmosphere”, the concept sounds like a cheap knockoff of <a href="http://www.starwoodhotels.com/whotels/index.html">W Hotels</a>, and it is—except <a href="http://www.starwoodhotels.com/">Starwood</a> had the foresight to do it themselves. W was the first to turn the boutique concept into a chain, and now they’re repackaging this highly successful product into what appears to be a cheaper, more accessible and somewhat generic version.<br /><br />Starwood is also introducing <a href="http://www.starwoodhotels.com/promotions/promo_landing.html?category=SBW&amp;IM=gtld_elementhotels_com?PS=GWS_aa_Google_element_hotels_21308">element</a>, an extended-stay chain "inspired by <a href="http://www.starwoodhotels.com/westin/index.html?EM=WI_WESTINHOTELS.COM">Westin Hotels</a>". Whereas contemporary boutique hotels cater to the hedonistic lifestyle, element targets the health-minded and socially conscious traveler. Earlier promotions touted low-flow sinks and toilets, eco-friendly materials, low-energy light bulbs, and shampoo and conditioner dispensers to help guests recycle, conserve and maintain a lower impact lifestyle on the road (although these features are not currently listed on the website). Progressive and commendable ideas, but shouldn't all hotels be doing this these days?<br /><br />The third lifestyle chain worth noting is <a href="http://www.blogs.marriott.com/default.asp?item=737965">Edition</a>, which brings together a highly improbable duo: <a href="http://www.blogs.marriott.com/">Bill Marriott</a> and Ian Schrager. A recent media release says Edition will “will reflect changing lifestyles and cater to a vast, underserved market of guests expecting and in turn demanding a unique experience, not merely a place to sleep. The properties, while distinct, will all emphasize good design, quality, originality, authenticity and character, while delivering impeccable, modern and gracious personalized service.” A tall order, but with Schrager leading the concept, design, marketing and food and beverage and Marriott overseeing development and operations, Edition will undoubtedly be a strong performer.<br /><br />It’s interesting to note that in August 2006, around the time the incredible <a href="http://www.danieledwardcraig.com/blog/2007/04/friday-april-20-2007-back-to-scene-of.html">Gramercy Park Hotel</a> (above) opened, <a href="http://www.usatoday.com/travel/hotels/2006-08-11-gramercy-park-hotel_x.htm">Schrager told USA Today</a>, “You know when Marriott is doing it that it's time to move on." We’ll give this brilliant man the benefit of the doubt and assume he’s come on board to change this perception.<br /><br />Like boutique hotels, lifestyle hotels will be small (under 200 rooms), but whereas modern boutique hotels tend to be found in big cities, lifestyle hotels will focus primarily on secondary markets: smaller cities, outskirts and suburbs. Bizarrely, the first aloft and element properties, expected to open later this year, are being built next door to each other in Lexington, Massachusetts. Almost 75 aloft hotels are currently under development, whereas Starwood anticipates 500 element hotels worldwide. Edition, announced only in January, is trailing behind, but intends to go international from the outset, with the first hotel expected in 2010.<br /><br />So, much like buying a cup of coffee, a car or laundry detergent, choosing a hotel is about to become a much more complex process, one that will reveal as much about your budget as who you are.<br /><br />And in case you were wondering, I went with Tide Mountain Fresh™. My clothes smell really, really nice.<br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-6796597661087831938?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com2tag:blogger.com,1999:blog-990207797510987556.post-56484270115403213972008-02-28T14:19:00.000-08:002009-11-29T19:24:02.792-08:00<a href="http://4.bp.blogspot.com/_GBKddbdp2O8/R8c3MuiwWhI/AAAAAAAAAA8/Xot6_W6yDkM/s1600-h/Dominatrix.jpg"><img alt="" border="0" height="266" id="BLOGGER_PHOTO_ID_5172163388850067986" src="http://4.bp.blogspot.com/_GBKddbdp2O8/R8c3MuiwWhI/AAAAAAAAAA8/Xot6_W6yDkM/s320/Dominatrix.jpg" style="cursor: hand; float: left; height: 266px; margin: 0px 10px 10px 0px; width: 195px;" width="195" /></a>Walking into a hotel in <a href="http://www.visitseattle.org/visitors/">Seattle</a> last month, I did a double-take when I saw an employee behind the front desk with a black eye. I assumed he just looked tired, maybe he worked a double shift. Hotels can do that to you—beat you up. But on closer inspection there was no denying it: he had a big purple shiner. I had to wonder what possessed management to schedule him when he looked like he belonged on the door of a biker bar. Were they that short-staffed?<br /><br />This black eye is symbolic of the current state of the hospitality industry: bruised and battered by labour shortages. New hotels are popping up across the continent and there are simply not enough qualified people to staff them. The crisis isn’t exclusive to the hotel industry. Everywhere I go, whether it’s a coffee shop or retail store, I encounter the poorly trained, the inexperienced, the linguistically challenged, and employees who just aren’t the right fit. But nowhere is the problem more glaring than in hotels, where employees should be as sparkling and polished as the silver spoons in the hotel restaurant.<br /><br />The shrinking labour pool has forced hotels to do the unthinkable: compromise. I can see the desperation of the HR manager in the faces of the scruffy staff I encounter. “Well, she’s not the ideal fit with that eyebrow piercing and dog collar,” she tells herself, “and there’s that three-year gap in her resume she can’t explain, but I have no other candidates and if I don’t fill this position soon the department is going to lynch me.” She reminds herself that sometimes risks pay off. “Think of Bob in Accounting. We had our misgivings, but just look how—oh right, Bob got fired for embezzling. Never mind.”<br /><a name='more'></a><br />Hotels typically have rigid rules for personal presentation, but these standards appear to be slipping. Years ago an <a href="http://hotels.about.com/od/hotelratingssystems/a/aaa_ratings.htm">AAA Five-Diamond</a> hotel I worked at had a section on grooming standards in the employee manual that rivaled the <a href="http://www.bartleby.com/108/02/20.html">Holy Bible</a>. Bad hair was a source of personal vexation for the general manager, who was nicknamed the Hair Police for her zero tolerance policy. A small scandal occurred when a front desk agent showed up wearing a black bra instead of the requisite white bra and it was visible through her opal blouse. Females had to wear dresses or skirts, and one of the housekeeping staff, a bit of a tomboy, was so uncomfortable in a skirt she opted to work graveyard shifts, where she could get away with wearing pants. Since then things have changed at this hotel—females can now wear pants—but so has its rating: it’s now a Four-Diamond hotel.<br /><br />However oppressive, rules of presentation are essential to hotels because employees are a reflection of the brand. You don’t spend millions of dollars on interior décor only to have the breakfast hostess show up in a tube top and hooker boots. Consistency is important too. But some hotels take it too far, churning out a line of front desk staff so cloned and clinical you feel like you’re checking in at a <a href="http://www.clinique.ca/setlocale/home.tmpl?ngextredir=1">Clinique</a> counter.<br /><br />Independent hotels and especially contemporary hotels have more latitude to allow employees to exhibit individual style and personality. This can be refreshing, but it’s also risky. Too much style and not enough personality and you get the model-types who look great but have all the warmth and depth of a mannequin. Too much personality and not enough style and you get chatty, overly familiar front desk agents wearing polyester scarves. I love to see individual style and personality shine through, but I don’t want to be served breakfast by <a href="http://www.ilbaluardo.com/Cover/Audio/M%20-%20N%20-%20O/MARILYN%20MANSON%20-%20Mechanical%20animals%20-%20Front.jpg">Marilyn Manson</a> and I don’t want to hear about the relationship problems of the woman turning down my bed. Call me a curmudgeon.<br /><br />Problem is, as soon as a hotel relaxes the rules someone ruins it for everyone by showing up with a frosted perm or a safety pin in his nose. When an employee showed up at <a href="http://www.opushotel.com/">Opus</a> with a seventies-style moustache we very quickly implemented a no facial-hair policy. One Halloween we thought it would be fun to allow staff to wear costumes—until a bellman reported for duty in full drag. An emergency executive meeting was called and, after much soul-searching, we decided that as much as we admired his chutzpah, we had to think of how our guests might react to a guy in a skirt with big fake boobs carrying their bags. This wasn’t <a href="http://www.bangkok.com/">Bangkok</a> after all. So we sent him home to change, and didn’t encourage staff to dress up again.<br /><br />Way back when while I was working at the <a href="http://www.starwoodhotels.com/westin/property/overview/index.html?propertyID=1084">Harbour Castle Westin</a> we were undergoing lobby renovations. Management decided to make light of the disarray by having front desk staff dress up as construction workers. It seemed like a cute idea until I had to deal with an extremely irate guest while wearing a construction hat and orange vest.<br /><br />Last year at the <a href="http://www.starwoodhotels.com/whotels/explore/destination/index.html?destinationID=montreal">W Montreal</a> I was at the front door desperately searching for a staff member to assist me. All I could see were long-haired ruffians in faded jean-jackets. It wasn’t until one of them approached me that I saw the W stitched into his collar. <a href="http://www.starwoodhotels.com/whotels/index.html">W Hotels</a> is to be commended for introducing style to hotel uniforms, but this might be taking things a bit too far.<br /><br />If hotels allowed more individualism and personal expression they would attract a larger pool of candidates, which would help fill some long-empty vacancies. But that doesn’t mean compromising. Guests who are paying hundreds of dollars a night for a room have the right to expect staff to look polished and professional. If an employee doesn’t take pride and care with his appearance, how can he be relied on to take pride and care with guests?<br /><br />And by “personal expression” I don’t mean it’s okay to show up with a black eye. If that happens, send the employee home or put him on switchboard until the bruising heals.<br /><br /><em>Check out my </em><a href="http://www.danieledwardcraig.com/blog/2007/06/so-you-want-to-work-in-hotels.html"><em>previous post</em></a><em> for a few of my more unconventional ideas for addressing the labour shortage. And for a satirical look at grooming standards read </em><a href="http://www.danieledwardcraig.com/books.html"><em>Murder at the Universe</em></a><em>, in which the fictional Universe Hotel hires on “sparkle factor” and fires for simply not smiling enough. </em><br /><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><br><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-5648427011540321397?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com3tag:blogger.com,1999:blog-990207797510987556.post-84118483230399632522008-02-14T12:55:00.001-08:002009-11-29T19:26:57.293-08:00<a href="http://www.danieledwardcraig.com/blog/uploaded_images/Jabba-the-Hut-1-749957.jpg"></a>While in <a href="http://www.visitseattle.org/visitors/">Seattle</a> last week I was reminded of the saying, “If cocktails and dinner isn’t your idea of a pleasant evening, you probably work in the hotel industry.” I stayed at my favourite Seattle property, <a href="http://www.hotelandra.com/">Hotel Andra</a>, and had breakfast with my friend Julia, the managing director. When she made her entrance—as hotel managers like to do—I was shocked to see how great she looked. Not that she ever looked bad, but it’s me on leave, not her—I should be the one who looks amazing. Sadly, many hotel managers experience a slow and unrelenting descent into premature aging, bad health, and multiple chins. It’s an occupational hazard due to long days, high stress and too much entertaining.<br /><br />Over breakfast at <a href="http://tomdouglas.com/lola/index.html">Lola</a>—I had the Feta Scramble with toast and hash browns and she had a non-fat latte—Jules and I exchanged our secrets for staying trim and fit. When she doesn’t feel like boozing it up with a client she orders a vodka cranberry and the bartender knows to hold the vodka. Her client is none the wiser, and she can go to the gym afterwards instead of stumbling home and face-planting on the sofa. At <a href="http://www.opushotel.com/opus.html">Opus</a> I had a similar arrangement. I would order a beer and the server would bring a non-alcoholic beer. It tasted like carbonated dishwater, but it saved me from following the same path as <a href="http://www.msnbc.msn.com/id/22825462/">Amy Winehouse</a>. What hotel manager has time for rehab? It also kept me from getting tanked in front of staff and guests, never a good idea.<br /><br />Hosting dinners is trickier. A typical dinner lasts three to four hours, sometimes longer. Spending that much time across the table from a stranger can be daunting, particularly if it’s One-Word-Answer Willie from the <a href="http://www.nra.org/">National Rifle Association</a>. By midnight you’re self-mutilating to stay awake. You’ve been at work since 7:00 AM, yet you’re expected to arrive first thing the next morning your usual perky self. Groups are easier. If the travel agent beside you puts a liver-spotted hand on your upper thigh one time too many you can change seats under the auspices of mingling.<br /><a name='more'></a><br />During these dinners lulls in conversation used to terrify me. I would fill them with mindless blather or by firing questions at my guest, exhausting him, too busy thinking up more questions to listen to his replies. I realize now that lulls are good—provided they don’t last longer than ten minutes. A drawn-out dinner can be equally painful for the client, who has to endure all your waxing on about commitment to service and quality, as if she’s never heard it from another hotelier. The secret to being a good host is to shut the f**k up.<br /><br />If you entertain frequently, the easiest way to avoid turning into <a href="http://www.starwars.com/databank/character/jabbathehutt/">Jabba the Hut</a> is to order non-alcoholic drinks and bypass appetizers and desserts. But how much fun are you to the guy with a wife and five kids at home who’s guzzling martinis and ordering every item on the menu? A thoughtful host encourages his guest to order liberally and matches him course by course. The key is to be judicious. Salads are good, foie gras is bad. Don’t feel you have to eat everything on your plate and try to avoid licking it. Opt for a fruit plate instead of the chocolate soufflé. And take small, infrequent sips of wine; your guest will never know he’s consumed most of the bottle.<br /><br /><div>An alternative to dinner is early cocktails and appetizers. Lunch is also a good option because it doesn’t extend your workday. At least not usually. When I was at the <a href="http://www.panpacific.com/Vancouver/Overview.html">Pan Pacific</a> a particularly boozy lunch lasted through dinner and late into the evening. It’s polite to offer your guest wine at lunch but it’s okay if you don’t indulge; she understands you’re working. She’s probably on vacation or on a drastically reduced work schedule, so she has all the time in the world to tell stories about her darnedest cat Mr. Wiggles. Meanwhile, your emails are piling up, you just missed your third meeting, and the bellman is at the hostess stand chatting up the hostess while guests are waiting to be seated. After lunch, you crawl back to your office feeling bloated and faintly nauseous, only to have to slog through piles of paperwork or suffer through interminable meetings, where your boozy breath prompts expressions of concern.<br /><br />Breakfast is the safest option because it’s quick and there’s no booze (usually). But I prefer to reserve mornings for catching up on email, returning calls and reading trade mags. Otherwise I’m buried for the day. After breakfast meetings I used to find myself so jacked up on caffeine I couldn’t focus. I would come up with what I thought was a brilliant idea and gather colleagues to share it, only to be greeted by tolerant smiles and glances at watches. Around 2:00 PM I’d collapse on my desk in a semi-comatose state of post-overcaffeination.<br /><br />There’s also the issue of Menu Fatigue, the result of eating the same food in your hotel restaurant day after day. Granted, eating so well is a privilege, but sometimes you just want a peanut butter sandwich. The first (and last) time I had <a href="http://www.ualberta.ca/~macraig/index.html">my mother</a> in for lunch at <a href="http://www.elixirvancouver.ca/">Elixir</a>, she perused the menu, proclaimed it too fussy and complex, and ordered a beer and French fries.<br /><br />A final note. Sometimes you have no choice in the matter since a good hotelier always puts the desires of his guests above his own. If an important client wants to party, you’re in for the long haul. It’s part of what makes for a successful hotel. And a squishy hotelier.<br /><br />Incidentally, in Seattle Julia and I went out for dinner. There were no virgin cocktails, no tiny sips of wine and no skipped desserts. We broke all the rules except one: we went off property.<br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /></div><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8411848323039963252?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com1tag:blogger.com,1999:blog-990207797510987556.post-87064694380271096152008-01-31T11:49:00.000-08:002009-11-29T19:29:05.219-08:00<a href="http://4.bp.blogspot.com/_GBKddbdp2O8/R6I0jk390aI/AAAAAAAAAAg/ofe1Jtzch0w/s1600-h/Bed+Bug+Cartoon+2.jpg"><img alt="" border="0" height="268" id="BLOGGER_PHOTO_ID_5161745908718490018" src="http://4.bp.blogspot.com/_GBKddbdp2O8/R6I0jk390aI/AAAAAAAAAAg/ofe1Jtzch0w/s320/Bed+Bug+Cartoon+2.jpg" style="cursor: hand; float: left; height: 268px; margin: 0px 10px 10px 0px; width: 232px;" width="232" /></a>Since I left my job four weeks ago to focus on writing, the transition from hotel manager to, well, unemployed loser has been challenging at times. I’ve gone through all the <a href="http://en.wikipedia.org/wiki/K%C3%BCbler-Ross_model">stages of grief</a>: denial (“I didn’t quit. It’s all a terrible misunderstanding.”); anger (“What in God's name was I thinking?”); bargaining (“But I could do odd jobs in housekeeping”); depression (“Nobody even cares if I get up in the morning.”); and, finally, acceptance (“Sleeping in is fun!”). But my freefall in status has never been more apparent than last week when I overnighted in Miami after a <a href="http://www.royalcaribbean.com/gohome.do">cruise</a>. (Okay, so it hasn’t been all bad).<br /><br />In my past life I would have refused to stay anywhere but one of the hot luxury hotels in <a href="http://www.visitsouthbeachonline.com/">South Beach</a>. I would contact my counterpart to request an industry rate, and any savings would be offset by reckless spending on drinks, lavish dinners and prostitutes. (Kidding about that last part, just exercising my new freedom as a non-hotel manager).<br /><br />But as I picked up the phone to call the GM of <a href="http://www.kiwicollection.com/away_nights_detail/ITEM=5/">Hotel Victor</a> it struck me that I was no longer entitled to an industry rate. To introduce myself as a “former hotel manager” just wouldn’t carry the same weight. I considered saying I was a writer of <a href="http://www.danieledwardcraig.com/">hotel murder mysteries</a> but I knew how <em>I</em> would have reacted: “Who the f**k cares?” If I said I was contemplating setting my next mystery in his hotel maybe he'd offer to comp the room. But no, I could never compromise my artistic integrity that way. Maybe for a two-week stay, but not for one night.<br /><a name='more'></a><br />So, I was forced to join the realm of regular travelers, those wretched people who actually pay the rates hotels quote. Fortunately, over the years I’ve learned a few <a href="http://www.wikihow.com/Get-the-Best-Deal-Booking-a-Hotel">tricks of the trade</a>. After comparing dozens of third-party websites (don’t be fooled by creative URLS like cheapsluttyhotels.com, they’re all owned by the same few companies), I chose an inexpensive but well-located and seemingly respectable hotel in South Beach. Yes, yes, I violated my principle of choosing hotels solely based on how cool they make me feel and how impressed friends are when I tell them I stayed there. I chose based on—gasp—price. And location. How could I possibly continue being a hotel snob when I stayed at 2-star hotels? Could the shame and self-loathing get any worse? Yes, apparently.<br /><br />Something else I've learned is front desk staff are far more susceptible to obsequiousness and subtle manipulation than reservations staff, who are trained to suck every possible dollar out of travelers. So I bypassed central reservations and third-party websites and called the front desk directly—after hours. Sure enough, I secured a better rate and the vague promise of an upgrade.<br /><br />Upon arrival, I wasn’t surprised when they couldn’t find my reservation. I half-expected it. Fortunately I had printed off my confirmation, another <a href="http://www.roadwarriortips.com/">road warrior</a> fundamental. Take that, suckers! Just try and deny my reservation now, try and make me pay double and then charge me for a no-show three months later. To my surprise, they handled the matter efficiently and professionally, albeit in broken Spanglish and without acknowledging the error or apologizing. And the bottle of wine and fruit basket I expected as compensation for the humiliation of lingering in the lobby and risking being spotted by a former colleague never arrived. No matter, I was happy to be staying in South Beach and not paying $500 a night.<br /><br />After retrieving my key with its stylish plastic yellow tag I made my way to my room, holding my breath all the way—not out of excitement but because the stained hallway carpet promised unspeakable odors. My room, although not the penthouse suite and with no lap pool or fully-stocked bar or butler in sight, was decent in size and reasonably clean. I have an inordinate fear of floral bedspreads, so I was delighted to see a clean white duvet. There was an odor, however, one of those mysterious stenches that refuse to reveal its source no matter how hard you search. I decided it was tolerable and unpacked my suitcase.<br /><br />That night, after conceding defeat in my efforts to make sense of the two multi-function remotes provided to control only eight channels, I turned out the lights and crawled into bed. Within seconds I felt itchy. Leaping out of bed, I flicked on the lights and yanked the sheets back, scrutinizing the mattress for <a href="http://hotels.about.com/od/hotelsecrets/a/bed_bugs.htm">bedbugs</a> and—a telltale sign—blood spots. I couldn’t find any, but I knew they were there, lurking in cracks and crevices, waiting for the lights to go out to whistle to their friends and march all over me in a cockroach cavalcade. Still, I couldn’t sleep. The slamming of doors, the hooting and hollering, the strange grunting noises kept me up all night. The walls were so thin I might as well have been having a threesome with the couple next door.<br /><br />Next morning I checked out at 5:30 am to catch my flight home. I had survived. No bug bites, no lice, no robbery or murder, and no $300 mini-bar bill or $45 parking fee. Maybe I had underestimated budget travel.<br /><br />While in South Beach I checked out a few hotels I wished I stayed at. My recommendations include the 88-room <a href="http://hotelvictorsouthbeach.com/hotelvictor_1024.html">Hotel Victor</a>, which opened in 2005 and is adjacent to the mansion where Gianni Versace was <a href="http://www.nydailynews.com/archives/news/1997/07/16/1997-07-16_versace_is_gunned_down__exec.html">gunned down</a> in 1997. The only caveat is it’s operated by <a href="http://www.hyatt.com/hyatt/index.jsp">Hyatt</a>, and I’m suspicious of mammoth chains who try to run boutique hotels. The 131-room <a href="http://www.setai.com/">Setai</a> is also beautiful, although big and resort-like, and I personally refuse to stay in hotels with two or more towers. The refurbished 104-room <a href="http://www.raleighhotel.com/">Raleigh Hotel</a> is part of the <a href="http://www.andrebalazsproperties.com/sitemap.html">Andre Balazs group</a> and has a <a href="http://www.raleighhotel.com/events/pool.html">stunning pool</a>. The 194-room <a href="http://www.delano-hotel.com/">Delano</a>, part of the <a href="http://www.morganshotelgroup.com/">Morgans Hotel Group</a>, was a pioneer of chic boutique hotels so we have much to be grateful to it for. Lastly, I’m not a fan of the gilded opulence of Ritz Carlton and its “ladies and gentlemen serving ladies and gentlemen” <a href="http://corporate.ritzcarlton.com/en/About/GoldStandards.htm">motto</a>, which is better suited for my grandmother (who’s dead), but if the striking modern lobby of the 375-room <a href="http://www.ritzcarlton.com/en/Properties/SouthBeach/Default.htm">Ritz Carlton South Beach</a> is any indication of the company’s future, then things are looking up.<br /><br />Today I'm off to Seattle, so stay tuned for an update on the Emerald City.<br /><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><br><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8706469438027109615?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com6tag:blogger.com,1999:blog-990207797510987556.post-85960682318506583962007-12-21T20:09:00.000-08:002009-11-29T19:31:27.529-08:00December 28 will be my last day at <a href="http://www.opushotel.com/">Opus</a>. And wow, what an amazing six years it’s been. For those not interested in hearing me get all sentimental, feel free to fast-forward to previous posts about misbehaving guests, mini-bar sex toys, and makeup-smearing drag queens. For the rest of you, kindly allow me a moment.<br /><br />There’s one major reason why I’ve come to this place every day for six years, the same reason it’s so hard to leave: the staff. Never before have I worked with such a talented team of dedicated professionals. It’s been a privilege to work with them every day. I’ve learned so much and, most importantly, I’ve had a blast along the way.<br /><br />I’m proud to be leaving Opus while it leads the boutique hotel market in service, financial performance and reputation. Opus Vancouver is once again named on of the <a href="http://www.travelandleisure.com/tl500/2008/">World's Best 500 Hotels</a> in the January 2008 issue of Travel + Leisure magazine. How has a little independent hotel achieved such success? Great location, style, and quality, yes, but more than anything it’s all about the people.<br /><a name='more'></a><br />Of course, it it weren’t for our guests none of us would be here. They have been fiercely loyal, inspiring and totally cool. The media has also played a critical part in our success. I’ve had the pleasure of meeting writers from around the world, and they’ve told glowing stories about Opus in every medium. Finally, we couldn’t have come this far without the resources, support and expertise provided by hotel ownership. With <a href="http://www.opushotel.com/montreal/english/">Opus Montreal</a> now open, this success is now being duplicated in one of the world’s most vibrant cities—<em>en français et à la Montréalaise</em>.<br /><br />What becomes of me? I plan to take a few months off to write. <a href="http://www.danieledwardcraig.com/">Murder at the Universe</a>, my first novel in the Five-Star Mystery Series featuring hotel-manager-turned-house-detective Trevor Lambert, is now in its second printing. Murder at Hotel Cinema hits the shelves in June 2008. Now I’m on to #3. So I’ll be at home plotting my next murder over champagne and caviar. After that, who knows. I might pursue my lifelong ambition to fold towels at <a href="http://www.lnt.com/home/index.jsp">Linens N’ Things</a>.<br /><br />What becomes of the GM Blog? It will carry on in infamy in Katrina’s capable hands. Should you wish to keep tabs on me, I plan to start my own blog on <a href="http://www.danieledwardcraig.com/">my website</a>. There, no longer constrained by the conventions of being a hotel manager, I’ll be able to speak even more candidly. If you thought hookers and drag queens were risqué, stay tuned.<br /><br />My departure opens up opportunities for my colleagues, including Nicholas Gandossi, who becomes general manager of Opus Vancouver, Jacques Fortier, who becomes general manager of Opus Montreal, and Katrina Carroll-Foster, who is now Vice President of Sales &amp; Marketing for Opus Hotels. It gives me great peace of mind to know that these highly capable individuals will be carrying the torch into the future.<br /><br />To my colleagues, guests, clients, suppliers, media and friends in Vancouver, Montreal and around the world, thank you for the privilege and the pleasure. It's been a fantastic party, but it’s now time for me to go home and write about it.<br /><br />I will miss you. All the best in 2008 and beyond. <em>Au revoir et a bientôt.</em><br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/12/see-you-on-flipside.html" title="permanent link">10:18 AM</a> <a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=3308087441901465060" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="" name="comments"></a><br />3 Comments:<br /><br />Ken said...<br />Hey Daniel. I am a lucky Japanese guy who had a great opportunity to do my internship at the Opus in Dec 2005. I had few chances to talk with you, so I am not sure if you remember me. But I had a blast there working in such departments as engeneering, housekeeping, roomservice in a month. I can't forget great people I met there and experieces. Opus hotel has always been the greatest hotel to me since I had the chance to be a part of it in spite of the fact I never had a chance to stay in a guest room. I really miss it now and hope to go back to the Opus hotel sometime in the future.Well, very surprised to know you are leaving the hotel, but good luck in your new field!!<br /><a href="http://www.opushotel.com/blog/2007/12/see-you-on-flipside.html#c5777860613131777801" title="comment permalink">9:34 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=5777860613131777801" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c4638075244472446771"></a><br /><a href="http://www.travel-ascending.com/" rel="nofollow">Travel in Man</a> said...<br />Take care, we will all miss you.<br /><a href="http://www.opushotel.com/blog/2007/12/see-you-on-flipside.html#c4638075244472446771" title="comment permalink">10:29 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4638075244472446771" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c4213066119864096923"></a><br />Usoff said...<br />Dang, after reading all your wonderful thoughts and posting some comments, I come across THIS post! Anyway, from what I've read I'm sure your staff will carry on the torch for you (my upcoming trip depends on it lol!)! Though we probably won't ever meet now that you're moving on, you sound like a wonderful person who'll excel in any field/endeavours and I wish you the best.<br /><a href="http://www.opushotel.com/blog/2007/12/see-you-on-flipside.html#c4213066119864096923" title="comment permalink">9:26 AM</a><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-8596068231850658396?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-46097425386723049682007-09-24T20:05:00.000-07:002009-11-29T19:33:45.242-08:00<a href="http://www.opushotel.com/blog/uploaded_images/galactic-suite_18-750543.jpg"></a>Recently there’s been a lot of hype in the media about a hotel that plans to launch in 2012—in space. It’s called <a href="http://www.msnbc.msn.com/id/20216344/">Galactic Suites</a>, and reservations lines are expected to be open next year. I would be the first in line if it weren’t for the astronomical price: $4 million for a three-day stay. Now that’s an envious average rate. Since I’ll never be able to afford to be a guest, I thought I might put my name forward as a candidate for hotel manager. Problem is, considering the magnitude of the project and the track record hotels have for opening on time, I fear the launch will be delayed until I’m too old to make the journey—or, well, you know, dead.<br /><br />That’s the irony of managing a hotel: you become quite comfortable surrounded by luxury and affluence, sometimes to the point where you forget you’re not actually like your guests: they’re rich and you aren’t. It’s always a rude awakening when I go out for dinner and can’t sign the bill to my promo. Hopefully Galactic Suites will offer industry discounts.<br /><br />The obligatory eighteen-week training period suggests the target market is not your average weekend budget traveler, but more likely business tycoons, rock stars, and billionaire retirees. Fortunately for them, training takes place not in Siberia but at a hotel complex on a Caribbean island. I must say this raised my eyebrow. How will four months on a tropical island prepare these people for space, the most inhospitable environment a human being can endure? A tear in one’s spacesuit would lead to the most painful death imaginable: air would be sucked from lungs, blood would feel like it was boiling in veins, and internal organs would seize. I couldn’t find mention of this in the promotional material.<br /><a name='more'></a><br />Why would anyone want to build a hotel in space? Well, why is any hotel built? To make money. When you consider that travelers’ most popular request is a quiet room with a view, imagine how this space hotel could deliver and the premium it could charge—like say, $4 million. Not for the faint of heart, the tour will shuttle guests around the world in a dizzying eighty minutes fifteen times a day at an altitude of 450 km. Promo material boasts that guests will “participate in international space experiments”. Am I paranoid, or does this sound ominous? Will guests conduct the experiments or be the subjects? Let’s hope experiments don’t involve making little tears in spacesuits and pushing guests out the door to see what happens.<br /><br />As a hotel manager I can’t help but think about other potential challenges. If the hotel overbooks, as hotels like to do, how will relocates be handled? The zero gravity environment will make serving food and beverage challenging, not to mention making beds, cleaning rooms, showering, and, I suppose, using the bathroom. I’m thinking there won’t be a pool, spa, or windows that open. Apparently guests will use Velcro suits to crawl around the hotel by sticking themselves to walls like Spiderman. That could become a real hassle for room service attendants when they forget to bring Ketchup with a delivery. Also, in this age of environmental responsibility, how will a hotel justify rocketing just six guests at a time into space? That’s a lot of carbon credits.<br /><br />I’ve often said that the hotel business isn’t rocket science, yet it appears it soon will be. The requisite merger of science and hospitality is a bit troubling. The company behind this project is based in Barcelona. As much as I love Spain, my service experiences in that country haven’t been stellar, although admittedly I wasn’t paying $4 million for accommodation. If service is bad, it’s not like you can check out and check into another hotel across the galaxy. The company’s claim that the project is “formed by various professionals in the aerospace industry” is reassuring from a scientific perspective, but where are the hotel industry professionals? Is an astronaut going to be preparing meals and turning down beds at night? They might want to consider getting Singapore involved. And before I get on board, will someone please tell me exactly how many spaceships Spain has built and piloted in the past? I think I’d feel more comfortable if Russia were involved. Whoever it is, I hope they’re better at building hotels than websites. The <a href="http://www.galacticsuiteprocess.com/index2.html">website for Galactic Suites</a> is just bizarre.<br /><br />SHAMELESS PLUG ALERT<br />While on this subject I’d be remiss if I didn’t mention that my novel, <a href="http://www.danieledwardcraig.com/">Murder at the Universe</a>, is set in a futuristic hotel in New York with a space theme. One of the main characters is a former astronaut who is appointed resident manager as a publicity stunt—with disastrous results. The point being, rocket science and hospitality demand very different skills; combining the two might result in really bad reviews on <a href="http://www.tripadvisor.com/">TripAdvisor</a>.<br /><br />Should I be hired to manage Galactic Suites, I imagine the job will get a little dull at times, what with only three rooms in the entire hotel. Maybe other duties will be involved, like flying the shuttle to and from that Caribbean island. Note to self: during interview don’t mention track record with valet parking at <a href="http://www.opushotel.com/">Opus</a>. A company official describes Galactic Suites as a boutique hotel, once again reinforcing this segment’s reputation for being on the cutting edge. This got me even more excited about the possibility—until I read that the company plans to develop an “orbital hotel chain” and one of the partners is intent on <a href="http://www.redcolony.com/">colonizing Mars</a>.<br /><br />Sorry, but I don’t do chains. Or colonies for that matter. I think I’ll stick to Opus for now. I prefer to keep things down to earth.<br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html" title="permanent link">10:44 AM</a> <a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=340343050381425119" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="" name="comments"></a><br />8 Comments:<br /><br /><a href="http://www.blogger.com/profile/00245799080823946761" rel="nofollow">Maple Guy</a> said...<br />Thanks for this, I REALLY needed a good laugh and this did it.And how do I sign guests up for those little tears in space suit experiments.<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c952623461097184194" title="comment permalink">8:17 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=952623461097184194" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c7741994170914326588"></a><br />Roger said...<br />So are you selling the book at the front desk (signed of course!)? Chapters in Richmond had it in the computer, but apparently not on shelf anywhere in the Lower Mainland.<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c7741994170914326588" title="comment permalink">8:38 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=7741994170914326588" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />Roger: Chapters/Indigo has sold out of the book but hopefully will order more. Best to ask them to order it as others have done, and with luck they will wake up to the demand in the Lower Mainland. I would be happy to sign it for you. You sent me a question re: restaurants but I think I deleted it. Please resend &amp; I'll do my best to answer. Thanks. DC<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c3553138137227922201" title="comment permalink">5:35 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=3553138137227922201" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br />roger said...<br />Thanks. I guess I'll have to break down and go online. Your kind offer noted. Re restaurants: a while back Hotels ran a feature along the lines that hotel restaurants were loss centres because guests went out and transient diners didn't come in. The response suggested was to contract out the restaurant by moving in an already recognised operation or have a tenant do his own startup. This solution by personal observation can lead to odd environments for breakfast and also to unexpected difficulty for the guest who does want to dine in when the restaurant is fully booked. Some hotels have developed successful inhouse restaurants but locally these operations have not retained "buzz". My question as an industry observer is to ask what you see as the pros and cons and how hotel size and grade, and the restaurant characteristics (physical location in relation to street perhaps important for a city hotel) affect the decision. I thought it might be a topic for one of your posts.<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c1143491965270288428" title="comment permalink">4:27 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=1143491965270288428" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br />Anonymous said...<br />You do not exaggerate. The Galactic Suites site is truly the strangest attempt to sell a commercial venture I've seen.<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c5636577500478502886" title="comment permalink">8:37 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=5636577500478502886" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c3940275500959024566"></a><br />Roger said...<br />Duthie's on 4th had 17 of "Murder" on Sunday.<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c3940275500959024566" title="comment permalink">5:32 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=3940275500959024566" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/09272141607219697248" rel="nofollow">roodee2</a> said...<br />A hotel manager who writes novels?! Wow! Which is your primary life?<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c592475301391043461" title="comment permalink">11:17 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=592475301391043461" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c1284526051170810342"></a><br /><a href="http://www.blogger.com/profile/04621932585590249745" rel="nofollow">Hotel La Canela</a> said...<br />Entertaining read.Two comments: It is NOT dull to run a three-room hotel (Hotel La Canela has exactly that). A couple of reasons: 1) You don't have the amount of resources (read: staff) that take care of a zillion mudane tasks. 2) "Exclusivity" takes on a whole new dimension at the three-room level, where the entire hotel at times becomes one big, continous room-service operation.As for the space hotel, basically all the guests would be paying for the honor of being pushed around by ex-military type managers telling them what not to do. Any request for service, would simply be turned down in the name of safety. So it might be fun to be Guest Relations Manager at the Space Hotel!<br /><a href="http://www.opushotel.com/blog/2007/09/hotels-in-space.html#c1284526051170810342" title="comment permalink">3:01 PM</a><br /><br><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><br><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-4609742538672304968?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-73726416585713054342007-08-03T20:02:00.000-07:002009-11-29T19:36:10.793-08:00Sorry for the long absence, but I have a good excuse. In case you somehow dodged the salvo of announcements issued by our media team, Opus has adopted a younger sister. She's gorgeous, speaks fluent French and, fortunately, lives far enough away from Vancouver that we won’t be too jealous. Her name is <a href="http://www.opushotel.com/montreal/english/index.html">Opus Montreal</a>.<br /><br />On July 9, <a href="http://www.trilogyproperties.com/">Trilogy Properties Corporation</a>, owner-operators of <a href="http://www.opushotel.com/opus.html">Opus Hotel in Vancouver</a> and operators of <a href="http://www.adarahotel.com/">Adara Hotel</a> in Whistler, purchased Hotel Godin and re-flagged it Opus Montreal. Since I promised long ago to be a blogger not a flogger, I will resist the temptation to go on and on about this beautiful property, the fantastic staff, its ideal location. I’ll leave that to the <a href="http://www.opushotel.com/montreal/english/index.html">website</a>.<br /><br />I know what you’re thinking. The irony hasn’t escaped me either that, after years of bashing hotel chains, I now work for one. This “chain” is only two hotels, but already I’ve caught myself uttering such odious phrases as “economies of scale” and “chain standards”. Not that hotel chains are evil. Some of my best friends work for them, and I myself have worked for several. They serve many critical functions. For example, they house drunken conventioneers wearing badges and silly hats so boutiques don’t have to. And they fill rooms with low-rated government business so we don’t have to either.<br /><a name='more'></a><br />While the term “boutique chain” may sound like an oxymoron, there are a number of successful ones out there: <a href="http://www.morganshotelgroup.com/">Morgans</a>, <a href="http://www.thompsonhotels.com/">Thompson</a>, <a href="http://www.jdvhotels.com/">Joie de Vivre</a> and <a href="http://www.kimptonhotels.com/">Kimpton</a> to name a few. It’s not chains themselves that are the problem, but chain mentality. I have an inordinate fear of reporting to some over-caffeinated vice president at corporate office in some obscure state like, say, Delaware who considers herself an authority on all things hotel, yet has never actually worked in one, nor, evidently, even stayed in one. Terms like “chain conformity” also make me shudder. This involves head office issuing a decree that all hotels in the chain offer the same service—like, for example, using the same folksy, cliché-ridden guest welcome letter crafted by the president—regardless of whether it’s a chic urban hotel or a remote resort.<br /><br />Of course, many travelers are scared of boutique hotels. And who can blame them, given some of the appalling ones out there. Some travelers want the predictability of a hotel chain, where it looks and feels like home no matter where they are in the world. These are the people you see in Paris dining at Burger King. Boutique travelers want surprises, as long as they’re pleasant. You’ll see them dining in some off-the-beaten-path, authentic café in St-Germain-des-Pres.<br /><br />Does the fact that Opus is now plural mean that our fierce individualism, our irreverent, bad-ass spirit will be crushed? Hell no. The truth is, we’ve never actually been bad-ass. Perhaps a bit irreverent, but at heart most of us at Opus are somewhat conservative hoteliers. We understand that, above all, travelers want comfort, convenience, and intuitive service. In Vancouver and Montreal, Opus will offer this and more: a unique and special experience that reflects the local history and culture.<br /><br />I’ve been traveling to Montreal a lot lately, and anyone who travels east on business will relate to the joys of traversing time zones. You lose an entire day flying. The lateness of your flight is directly correlated with the earliness of your morning meeting. Your luggage takes forever to arrive, and it's a very tense time because everyone carries the same black suitcase and you're certain that pushy lady with the bad perm made off with yours. The taxi queue rivals the line at the passport office. If you’re lucky, you get to the hotel by midnight, which is okay because it’s only 9:00 pm back home. Except you can’t sleep. At all. Even with medication. You muddle through the next day in a jet-lagged, overmedicated, sleep-deprived haze. Finally, 6:00 pm arrives. Your day is over. Except a barrage of frantic emails from back home ensues, chaining you to your computer until their workday is over, three hours later. When you finally do adjust to local time, it’s time to fly home, where you suffer the same trauma in reverse.<br /><br />While in Montreal I’ve been living in the hotel, which sounds glamorous, and sometimes it is. Hotels are magical places, staffed by super-friendly people who open doors for you, call you sir, and make your bed way better than you ever could. I love having my own little shampoo containers and jam jars. But a certain degree of privacy is sacrificed. On Tuesday my “wakeup call” was delivered by an irate guest screaming into my phone about a mishap at check-in.<br /><br />Language is more formal in Montreal. In my capacity as acting general manager I’ve been introducing myself to staff like a typical westerner: “Hi! I’m Dan.” Yet when they introduce me it’s, "Je vous présente Monsieur Daniel Craig, le directeur general.” This makes me feel exceptionally important, wealthy, and, inexplicably, taller. I’m considering insisting on the same introduction in Vancouver, perhaps with “par excellence” thrown in for good measure. But I’m a little nervous about how it will be received.<br /><br />Speaking of which, what is it that compels certain hotel managers to act like royalty? Over the years I’ve observed them prancing about their hotels, expecting employees to fall at their feet in their presence, seeming to relish the terror they strike in their hearts. Did we go back to the 18th century and no one told me? “That little minion didn’t curtsy when I passed—off with her head!” Shouldn’t managers want staff to expend this time and energy fussing over guests?<br /><br />In my world, good hotel management boils down to one word: respect. Earned respect, not ordained respect. Treat everyone with respect—guests, staff, colleagues, owners, suppliers, that perky saleslady who’s called you five times this week, and, yes, even that high-strung VP in Delaware—and they will respect you. Humility is also essential. Guests and staff must always come first. If it has to be about you, consider a career in show business. Add hard work to the mix—as Thomas Edison said, there is no substitute for hard work—, integrity, and a bit of luck, and you have the recipe for success, whether you work for a five-star hotel, a roadside motel, a chain or an independent.<br /><br />These are the values we’ll be bringing to Opus Montreal. We look forward to seeing you there. A la prochaine.<br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/08/chain-conformity-and-other-foreboding.html" title="permanent link">11:05 AM</a> <a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=5580159265983201388" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="" name="comments"></a><br />4 Comments:<br /><a href="http://www.blogger.com/profile/01141477685727151236" rel="nofollow">sue frause</a> said...<br />Bonjour Messr. Craig! You know I'm a fan of the Opus, so how wonderful that you will be adding one to the "chain." And they must coin a new word for a small hotel chain -- The Opus and its siblings aren't exactly related to the Days Inn or Holiday Inn world. I'll be in Montreal the end of September so will definitely check out your new property. I love Montreal --Ooh la la.<br /><a href="http://www.opushotel.com/blog/2007/08/chain-conformity-and-other-foreboding.html#c8152107481212563617" title="comment permalink">4:08 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=8152107481212563617" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br />Anonymous said...<br />I recently had the opportunity to visit the Opus Montreal and I must say.."what a beautiful array of decorum and style" Had I been bi-lingual, I might have had the opportunity to join the Opus family but nonetheless, never say never ;) The hotel front office manager Dan was gracious and very hospitable. There are some things said for chains but this wasn't exactly that, it was more of an addition to an extended family. Wish you all the best and looking forward to an addition in Toronto.<br /><a href="http://www.opushotel.com/blog/2007/08/chain-conformity-and-other-foreboding.html#c4796596747165514388" title="comment permalink">3:40 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4796596747165514388" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c8231877981031168977"></a><br />Anonymous said...<br />Bonjour Dan! Rafraichissant votre Blog, étant hôtelier depuis plus de 20 ans, je suis tout à fait d'accord avec vous quand vous parlez de respect! Étant Montréalais d'origine, j'avais eu la vision que cet immeuble au coin de St-Laurent et Sherbooke ferais un magnifique hotel, et Opus sera surement relevé le défi. Bonne Chance à vous et votre équipe.S<br /><a href="http://www.opushotel.com/blog/2007/08/chain-conformity-and-other-foreboding.html#c8231877981031168977" title="comment permalink">5:08 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=8231877981031168977" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c7079135053133826962"></a><br /><a href="http://www.opushotel.com/blog/2007/08/www.hotelwarrior.com" rel="nofollow">HW</a> said...<br />Fantastic Craig - I stayed at what was then the Godin, in May- Does this mean that the property is no longer with Preferred? What a loss if that's the case. A loss for Preferred of course. From a fellow BC Hotelier, I must say, I'm more than a bit envious. The hotel is beautiful.<br /><a href="http://www.opushotel.com/blog/2007/08/chain-conformity-and-other-foreboding.html#c7079135053133826962" title="comment permalink">3:48 PM</a><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-7372641658571305434?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-17658781249558899582007-06-15T19:57:00.000-07:002010-04-07T18:33:15.316-07:00I get lots of messages from hospitality students and aspiring hotel workers who read this blog. In fact, an associate professor at <a href="http://cob.sfsu.edu/hm/">San Francisco State University </a>recently emailed me to say the General Manager’s Blog is required reading for his class. For some time now I’ve been promising to write a post about how to get into the hotel business. As the shortage of workers in the hotel industry begins to reach crisis proportions, the time is ripe.<br /><br />One of the “horror stories” I’ve heard is a Wendy’s in Alberta had to close because they couldn’t find people to staff it. Doesn’t sound like much of a horror story to me. Starbucks maybe, but Wendy’s? All sorts of emergency task forces and working groups and action committees are being formed to address the labour shortage. Which begs the question, wouldn’t our time be better spent working than exacerbating the problem by sitting in meetings? The prospect of not having enough staff to fill positions strikes terror in the heart of hotel managers. Not only are we concerned that service levels will suffer but, more importantly, we’re terrified that we’ll have to do the work ourselves. Don’t be surprised if the next time you stay at a hotel the general manager parks your car and the human resources director fluffs your pillows.<br /><br />If you’re interested in working in hotels but don’t know where to start, my advice is to get a job in a hotel. Brilliant, I know. My point is that I caution you against enrolling in four-year hotel management program before you know if the industry is right for you. Some people just aren’t very hospitable, and you’d be much better off establishing this before wasting your time and money on a diploma. If you are a good fit, then you’ll have some great practical experience to apply to your studies.<br /><a name='more'></a><br />How to get a job in a hotel without experience or education? No problem. Hotels used to be really uppity about hiring the young and inexperienced, but times have changed. Many hotels, particularly big ones, are desperate for staff. This doesn’t mean that even though you have a ring in your nose and a chip on your shoulder you can walk into a high-paying executive position. It means if you are well-groomed, outgoing and have a great attitude you should be able to land an entry-level job. Even a little whippersnapper fresh out of high school can. Yes way.<br /><br />The key is you have to be open to anything—delivering room service, cleaning rooms, bussing tables, fanning the GM—at any time on any day of the week. Yes, that might mean—gasp—graveyard shifts. We stopped calling them graveyards a long time ago for obvious reasons, so don’t be fooled by euphemisms like “night shifts” or “shift work”. If you want to work in guest services or management, the reality is that night shifts are a right of passage. The great news is you get to witness bizarre things that nine-to-fivers never see. Night shifts make you stronger, more knowledgeable and less afraid of the dark.<br /><br />If you can’t demonstrate this kind of flexibility then you’re probably not cut out for the industry. A degree in hotel management isn’t going to change that. Save your money and consider a career in banking.<br /><br />If you manage to land an entry-level job, don’t worry if it’s not your ideal position. Play your cards right and there will be opportunities to move. Work hard and be super nice to everyone, even that bossy lady in HR who made you cut your hair. Never say “It’s not my department” or “I can’t” or “Bite me.” Pay close attention to detail. And don’t steal anything, not even pillow chocolates. Colleagues must respect you, guests must love you and management must remember you. Once you’ve established yourself as an essential and noble martyr, don’t assume you’re entitled to the first opportunity that comes along. It takes time, patience and luck. Years ago, a coworker on the front desk used to apply for every sales position that came available. When she didn’t get them she would bitch to everyone about management’s appalling shortsightedness. She became the <a href="http://allmychildren.about.com/library/weekly/aa052199.htm">Susan Lucci</a> of the front desk, always a contender but never quite good enough. Hm, wonder why.<br /><br />I realized just how desperate hotels are for qualified people when a colleague from another hotel called me for a reference check on a former employee. The employee had issues, a lot of them, and I was quite candid about not recommending him. A few days later I got a call back. They wanted to know just how bad he really was. Apparently, the staffing situation was so dire they were willing to overlook past transgressions. Until recently, one negative word in a reference check was enough to rule out a candidate. Now hotels are more willing to compromise, which is very scary indeed. Good old Canadian hospitality is in jeopardy.<br /><br />What’s the solution? One committee suggests bringing retired people back into the workforce and attracting foreign workers, disabled people, youths and aboriginals. All great ideas, but I think we need to be even more creative. What about ex-convicts? They’d be good at making beds. In fact, why wait until they get out of prison—why not hire prisoners? We’d have to keep them shackled, of course, and away from the cash drawer, but I’ve fantasized before about handcuffing wayward employees to their desks. Military personnel are also worth consideration. Their skills with weapons would come in handy in the accounting department collecting bills. We could also import workers from France now that its new rightwing government appears determined to kick immigrants out.<br /><br />A more obvious solution is to increase wages in the hotel industry. I suggest we start with the general manager. Katrina suggests starting with the director of sales &amp; marketing. Regardless, it would increase operating costs, which would result in higher room rates, but in this economy people have more money, and they should be willing to pay a premium for good service, no? A positive work environment is also important, as are good benefits, training and opportunities for advancement. But now I’m stating the obvious. I’m starting to feel like I’m in one of those task force meetings.<br /><br />The big question is, if we manage to attract enough employees to staff all these hotels under development, are we going to have enough travellers to fill them? Only time will tell. In the meantime, outgoing, flexible candidates with no previous criminal convictions are welcome to send your resume to <a href="mailto:careers@opushotel.com">careers@opushotel.com</a>.<br /><br /><em>For more tips on working in hotels <a href="http://www.blog.danieledwardcraig.com/2009/08/so-you-want-to-work-in-hotels-part-ii.html">click here</a>. </em><br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html" title="permanent link">3:01 PM</a><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href="http://www.blogger.com/"></a><a class="addthis_button_myspace" href="http://www.blogger.com/"></a><a class="addthis_button_google" href="http://www.blogger.com/"></a><a class="addthis_button_twitter" href="http://www.blogger.com/"></a></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=3668560871201728116" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="http://www.blogger.com/" name="comments"></a><br />14 Comments:<br /><a href="http://www.blogger.com/" name="c2460727106887869981"></a><br />Anonymous said...<br />pure gold. loved this post, thanks so much :)<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c2460727106887869981" title="comment permalink">12:55 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=2460727106887869981" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c3066827356035291184"></a><br /><a href="http://www.blogger.com/profile/00245799080823946761" rel="nofollow">Maple Guy</a> said...<br />I've managed to retain some of my best restaurant servers by running a lucrative betting pool on how many job offers each one will get over the lunch rush. Highest to date was 5, with business cards.However its so true about slipping standards for hiring and its effect on service standards. Also more and more work gets passed to the managers. Except now we can't find managers. Must be time to cut another service, self serve banquets it is, doscount given if you roll your own table away.Odd question for you on the short staffed economy and junior-middle Managers. Do you think it looks bad to have a couple shorter term jobs in a row (under a year each) if each move showed a new opportunity or does it speak to disloyalty?<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c3066827356035291184" title="comment permalink">11:37 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=3066827356035291184" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c1425944472516509042"></a><br /><a href="http://www.blogger.com/profile/17986228916098871950" rel="nofollow">Canaan</a> said...<br />I am happy that the SFSU professor forced us to read your blog. it has been not only inspirational but entertaining. I am now employed at a hotel in San Francisco through my internship program. I hope to visit your hotel one day from what He has told me. Please keep up the great blogs. I think I might suggest to our GM to start one as well...SF is an interesting city...with interesting people....<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c1425944472516509042" title="comment permalink">5:45 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=1425944472516509042" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c241249847087059335"></a><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />Maple Guy, You pose a good question. I love to see loyalty on a resume. If the candidate has jumped around a lot I want to know why, and if it doesn't add up I move on to the next candidate. Assuming there is a next candidate.<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c241249847087059335" title="comment permalink">5:49 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=241249847087059335" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c249317177803523910"></a><br /><a href="http://www.carmanfox.com/" rel="nofollow">Carman</a> said...<br />Opus Hotel is beautiful. I highly recommend it.<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c249317177803523910" title="comment permalink">7:50 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=249317177803523910" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c4098669431802528623"></a><br /><a href="http://www.blogger.com/profile/13752212248460652888" rel="nofollow">Brian</a> said...<br />I bet the students are glad it's required reading as it's so infrequently updated....:-)<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c4098669431802528623" title="comment permalink">1:23 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4098669431802528623" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c3830457279217250628"></a><br /><a href="http://www.blogger.com/profile/01503476649573163235" rel="nofollow">Mohammed</a> said...<br />loved your post. Great ideas . looking forward to work with you in Montreal . M.Zai<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c3830457279217250628" title="comment permalink">7:59 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=3830457279217250628" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c6489967075576130549"></a><br />Anonymous said...<br />I love that you give this advice:Never say “Bite me.”Barbara<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c6489967075576130549" title="comment permalink">2:30 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=6489967075576130549" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c5341927683302696713"></a><br /><a href="http://www.blogger.com/profile/05662462066234028720" rel="nofollow">Colin Jopling</a> said...<br />"Colleagues must respect you, guests must love you and managment remember you." so true. I think i will have to steal this one myself. Look forward to your next entry daniel.<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c5341927683302696713" title="comment permalink">10:27 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=5341927683302696713" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c979994729804615705"></a><br />Confused Highschool Student said...<br />First of all I want to thank you for all your useful and genuine advice you've given on this blog. It really helps to see the industry from an insider's point of view.As you can see from my name I am in the wonderful stage of my adolescence called 'what are you going to do with your life'. My parents want me to go to medical school. I don't want to medical school. But I probably will have to go to medical school since I have no idea what else I'll do for hmm.. 6 years? Well that's all changed.I've always known I had to knack for to please people and interact with them. I wanted a job that will give me opportunities to use my creative abilities. I want to travel all over the world. I know I am still young and naive but I think this career is the perfect blend of everything I want. You have no idea how good it finally feels to know what you want, and have something to direct and motivate you to achieve it. So before I write my life story on here I want to thank you so much Mr. Craig for pretty much inspiring me to go for my dreams. And who knows, maybe one day I'll work for you at the Opus. ;)<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c979994729804615705" title="comment permalink">10:24 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=979994729804615705" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c1414767692882413394"></a><br /><a href="http://www.blogger.com/profile/05447103144874315146" rel="nofollow">Dappy</a> said...<br />i've said bite me before, it wasn't that bad. I can see what you mean about the Hotel Industry being short of management staff. It certainly explains why I got the GM job.<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c1414767692882413394" title="comment permalink">10:49 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=1414767692882413394" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c4753256285721252798"></a><br />Anonymous said...<br />Sage advice, Sir Dan. ~_^I am an experienced front desk clerk and moving to the area. From what I've seen and heard of your location, I can only dream of getting in, but I plan to send you my resume nonetheless. Cheers to you and your beautiful hotels. ~Adriana Van Leeuwen<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c4753256285721252798" title="comment permalink">6:59 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4753256285721252798" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/" name="c6549696018509587774"></a><a href="http://www.escortme.com/" rel="nofollow">Vancouver Man</a> said...<br />It is a great hotel and it's nice to see this sort of industry getting into blogging and sharing information.<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c6549696018509587774" title="comment permalink">5:45 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=6549696018509587774" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/" name="c1529163109945917919"></a>Anonymous said...<br />I am an outsider to the industry and have a question: Does the hotel really care when I put my family of 6 in a room intended for 4? There is no way I would stay at the place at all if I had to use two rooms.<br /><a href="http://www.opushotel.com/blog/2007/06/so-you-want-to-work-in-hotels.html#c1529163109945917919" title="comment permalink">12:36 AM</a><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-1765878124955889958?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com2tag:blogger.com,1999:blog-990207797510987556.post-35455528140157338262007-04-20T19:54:00.000-07:002009-11-29T19:49:42.460-08:00Just back from New York and <a href="http://www.canadamediamarket.org/">Canada’s Media Marketplace</a>, where my fellow Canadians and I mercilessly flogged our country’s wares in the hopes that media will write gushing stories. I stayed at the <a href="http://www.gramercyparkhotel.com/">Gramercy Park Hotel</a> for the first two nights, <a href="http://www.ianschragercompany.com/">Ian Schrager’s</a> latest hotel project in collaboration with artist <a href="http://en.wikipedia.org/wiki/Julian_Schnabel">Julian Schnabel</a>. I’d heard mixed reviews, but I loved the place. Amazing arrival experience. Major lounge scene. Awesome neighbourhood. Service is at a higher level than Schrager’s <a href="http://www.morganshotelgroup.com/">former properties</a>, but be prepared to pay accordingly. The décor is a mix of ultra-modern, classic and bohemian, yet somehow it works. I’ve never been a fan of tassels – in my mind they should be seen only on grandma’s curtains or Vegas showgirls – but the ones on the chairs in my room came across as playful and urbane, much like the rest of the hotel.<br /><br />On Sunday New York was hit with one of the <a href="http://www.nytimes.com/2007/04/15/nyregion/15cnd-storm.html?ex=1334289600&amp;en=8ce04422aaa3b139&amp;ei=5088&amp;partner=rssnyt&amp;emc=rss">worst storms in history</a>. As a Vancouverite I mocked the hardened New Yorkers who were making such a fuss over a few droplets of rain. Then I went outside. I’ve never experienced horizontal rain before. It was like being in a carwash. I spent the rest of the day cowering in my room.<br /><br />The next day I checked into the conference hotel, the <a href="http://www.hilton.com/en/hi/hotels/information.jhtml?ctyhocn=NYCWAWA&amp;key=HOME">Waldorf-Astoria</a>. I did so with trepidation. It was built in 1931 and has 1425 rooms. Large hotels are not for impatient people. I’m not big on old hotels either. I like shiny new things. But the staff at this hotel won me over. It’s difficult to provide a consistently high level of service in a big hotel, but they manage it well here. Employees seem genuinely proud. Often their lines sound scripted, but well scripted. I encountered more tassels though, on the curtains in my room. I guess New Yorkers are big on them. And the floral bedspreads have got to go. Have I disclosed before why hotels use such ghastly patterns on carpets and bedspreads? They hide stains. But I’ll leave the investigative reporting to <a href="http://www.msnbc.msn.com/id/3032600/">Dateline</a>.<br /><a name='more'></a><br />I love New York so much I set my novel there, <a href="http://www.danieledwardcraig.com/">Murder at The Universe</a>. I imploded the <a href="http://www1.hilton.com/en_US/hi/hotel/NYCNHHH-Hilton-New-York-New-York/index.do">Hilton</a> on Sixth Avenue and erected my hotel in its place. It made me feel like <a href="http://www.trump.com/main.htm">Donald Trump</a>. The novel opens with the murder of the hotel’s owner. It soon becomes apparent that one of the executive staff members may have done it. The main character, Trevor Lambert, director of rooms, is forced to play sleuth while managing the clash of values among pampered guests, harried employees and a militant conference organizer. Some hotel executives may find the premise cathartic, what with the owner getting murdered. I should point out, however, that I conceived the idea many years ago. I would never even think of such a thing at Opus.<br /><br />Things are gearing up for my book’s release in September. It’s now available for <a href="http://www.amazon.com/Murder-at-Universe-Five-Star-Mystery/dp/0738711187/ref=sr_1_1/104-2865917-0344754?ie=UTF8&amp;s=books&amp;qid=1177104942&amp;sr=1-1">pre-order online</a>. My publisher, <a href="http://www.midnightinkbooks.com/">Midnight Ink</a>, contracted me to develop the concept into a 3-book series. Book 2, which I’ve been working on for a year now, is due – excuse me while I gasp for air – in two weeks. Time to get started, I guess. The working title is Murder at Hotel Cinema. Trevor moves to Los Angeles to open a swank boutique hotel in Hollywood. At the opening party a gorgeous young movie star is murdered. This time the executives and owners are off the hook, but middle management isn’t. The suspects include the hotel’s executive housekeeper, the chief engineer and the publicist. The victim is a hotel guest, but she’s a diva and a tyrant, so Opus guests have nothing to worry about as long as they behave.<br /><br />The question I’m most often asked (besides what’s your phone number) is how do I find time to write and manage a hotel? The quick answer: early mornings and long days. Both jobs are a labour of love, so I don’t mind. I’ve wanted to write since I was four, when I used to carry a notebook around entitled “Poims”. Yeah, I was a weird kid, and not a very good speller. When I turned 30 I realized that if I wanted to call myself a writer at some point I would have to write something. I naively thought it would be fun and easy to write a mystery. They say write what you know, so I set it in a hotel. It’s pure fiction, but without a doubt I’ve been inspired by the colourful characters and bizarre situations I’ve encountered over the years.<br /><br />I’m on “vacation” for two weeks beginning April 30. I say “vacation” because during the first week I’ll be furiously trying to shape Book 2 into something readable. The next week I’ll be on a real vacation. But my mind is always working, and while on the beach in Hawaii sipping strong fruity drinks I’ll be plotting my next murder.<br /><br />Thanks to Katrina for filling in during my absence. Aloha!<br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/04/back-to-scene-of-crime.html" title="permanent link">1:46 PM</a><br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><br /><a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=6248334806664947500" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="" name="comments"></a><br />3 Comments:<br /><a href="" name="c4507951607302556174"></a><br /><a href="http://www.blogger.com/profile/13752212248460652888" rel="nofollow">Brian</a> said...<br />Mocking hardened New Yorkers is fun and should be done more often. It never fails to amaze me during the winter when a storm belts the Midwest, it's barely a blip on the news but a couple days later, when the same storm is raining down on the East Coast, it's suddenly Defcon 4 and everyone's whining for their mommies.You want hardened? Come to the Midwest. We can take anything.<br /><a href="http://www.opushotel.com/blog/2007/04/back-to-scene-of-crime.html#c4507951607302556174" title="comment permalink">7:43 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4507951607302556174" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c272209475944391769"></a><br />Anonymous said...<br />I pre-ordered 3 copies of your book because I am so excited to get my hands on it!I am sure you will sell millions!<br /><a href="http://www.opushotel.com/blog/2007/04/back-to-scene-of-crime.html#c272209475944391769" title="comment permalink">2:06 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=272209475944391769" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c1645767239456002904"></a><br /><a href="http://www.vacantready.com/" rel="nofollow">Chris</a> said...<br />Can't wait to read the novel Daniel, I'll pre-order before the 'rush'. I worked for two years at the Rihga Royal hotel (now the London Place) adjacent to the Hilton on 6th so I have a pretty good frame of reference. Great city!<br /><a href="http://www.opushotel.com/blog/2007/04/back-to-scene-of-crime.html#c1645767239456002904" title="comment permalink">4:40 PM</a><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-3545552814015733826?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-67233756472537112192007-03-28T19:50:00.000-07:002009-11-29T19:52:02.625-08:00<a href="http://www.opushotel.com/">Opus</a> has never claimed to be the clichéd “home away from home”. Unless of course your bathroom at home has floor-to-ceiling windows overlooking the street. I like to compare Opus to “a cool friend’s apartment”, a phrase I appropriated from one of our frequent guests. It captures the hotel’s residential feel and some key design elements.<br /><br />When I first heard that the hotel’s interior design team, led by the brilliant Robert Bailey (formerly of Architectura, now <a href="http://www.stantec.com/">Stantec</a>), was planning <a href="http://www.opushotel.com/rooms_superiorroom.html">five guestroom décor schemes</a> and 16 layouts, I thought they were crazy. With only 96 rooms, where was the economy of scale? They also planned to paint rooms red, blue, green and yellow. Colours? What about the official colour of every hotel room ever built: beige? They also casually mentioned that some rooms would have <a href="http://www.opushotel.com/rooms_deluxe_king.html">windows between the bathroom and bedroom</a> – but no blinds, just a translucent sheer. I managed to win that battle by reminding them that some people travel with their grandmother. But the other design elements remained.<br /><br />The hotel’s unique design features have made it fun to give tours. What I didn’t anticipate were the clever marketing opportunities the décor schemes presented. For inspiration, the design team created five fictional characters to represent the hotel’s typical guests, and then built rooms around them. Colours, fabrics and furnishings were selected to evoke the diverse lifestyles these personalities represented.<br /><a name='more'></a><br />Think of these characters as a friend you’re coming to stay with. If you choose <a href="http://www.opushotel.com/concierge-susan.html">Susan</a>, you’ll get a “stylish and sophisticated” blue room with curvy lamps and sexy fabrics. Susan’s a fashionista from Toronto who’s into the “see and be seen” scene. You’ll also find a selection of CDs and books to match her refined tastes (think opera, <a href="http://www.didomusic.com/htmlsite/index.htm">Dido</a> and high fashion). After all, what do you do when you stay at a friend’s? You check out her CD collection and snoop through her bookshelf. Maybe you raid the fridge. But be forewarned, it’ll cost you at Opus. Just don’t steal anything like, say, towels or bathrobes or she might not invite you back.<br /><br />If you’re feeling more uninhibited you’ll probably want to hang out with <a href="http://www.opushotel.com/concierge-billy.html">Billy</a>. He’s a musician-filmmaker from London and his “artful &amp; eclectic” room features lime green walls, whimsical art and faux rabbit-fur ottomans. Billy’s CD collection reflects his love of classic rock (think <a href="http://www.lennykravitz.com/">Kravitz</a> and <a href="http://www.u2.com/">U2</a>), whereas his books reflect his spiritual side (Ommm). Billy’s a party boy, so be prepared for a long night. Just don’t disturb <a href="http://www.opushotel.com/concierge-bobandcarol.html">Bob &amp; Carol</a>; they go to bed early. Bob’s a high tech exec and Carol’s journalist and they’re from San Francisco. Their “tony &amp; traditional” yellow room leans toward comfort and conservative design. They’re not boring, they’re simply more mature and cultured. Oh, and Bob gets a lot of headaches. The CDs and books in this room reflect their fondness for jazz, classical music and higher learning.<br /><br />Just down the hall you’ll find <a href="http://www.opushotel.com/concierge-mike.html">Mike</a>, a doctor from New York who represents the convention traveler who breaks away from the crowd. His “modern and minimalist” room features cranberry-red walls, contemporary furnishings and edgy photography. Mike likes to dance to the divas and his leisure reading is decidedly non-medical, so be prepared for a blessedly superficial stay. But don’t get the wrong idea, ladies – sometimes Mike travels with his “friend” Steve. Upstairs in the <a href="http://www.opushotel.com/rooms_opus_penthouse.html">penthouse suite</a> you’ll find <a href="http://www.opushotel.com/concierge-dede.html">Dede</a>, a method actress from Los Angeles and our resident drama queen. Her “daring &amp; dramatic” suite features taupe walls, faux-fur fabrics and provocative art. Her taste in music is diverse but leans toward hip hop. She’s not much of a reader, but occasionally flips through books if there are lots of pictures. If you choose to hang out with Dede, be prepared to binge and splurge.<br /><br />When Opus opened in 2002 we sent out a casting call for these characters and featured them in a photo shoot (see Billy above) and at our opening party. We’ve since tried to retire them, but people won’t let us. The concept of choosing a room to match your personality (or mood) captures the imagination. The media has written <a href="http://www.opushotel.com/media/media_news.html">loads of stories</a> about Mike and his friends. Currently, the characters are moonlighting as concierges in our <a href="http://www.opushotel.com/services_concierge.html">Lifestyle Concierge</a> program: you choose the personality that best suits your lifestyle and they tell you their favourite places to shop, dine and play in Vancouver.<br /><br />What does the future hold for the Opus personalities? After almost five years, a few nips and tucks are in order. As we introduce new colours, fabrics and furnishings in our guestrooms we’ll update their profiles. Maybe Billy’s evolved into a <a href="http://en.wikipedia.org/wiki/Bono">Bono</a>-like character who uses his fame for <a href="http://www.one.org/">charitable causes</a>. Maybe Susan’s career in fashion has taken off and she’s now alarmingly similar to <a href="http://en.wikipedia.org/wiki/Anna_Wintour">Anna Wintour</a>. As for Bob &amp; Carol, rumour has it that Carol filed for divorce after catching Bob in Mike’s room. And Dede? Undoubtedly she shaved her head, did a stint in rehab and is building an orphanage in Malawi. We’re also planning to bring the characters out of the bedroom and into <a href="http://www.opusbar.ca/">Opus Bar</a>, where we’ll be featuring a martini inspired by each personality.<br /><br />The possibilities are endless. One thing I know for sure, the Opus personalities have checked in for the long term, and they’re looking forward to welcoming lots more guests. I’d love to hear which personality you identify with most. And check out <a href="http://www.cbc.ca/livingvancouver/?page=segment&amp;sid=1088">CBC’s recent story</a> on the Opus personalities.<br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/03/multiple-personalities.html" title="permanent link">9:47 AM</a> <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=7668900066516851576" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="http://www.blogger.com/" name="comments"></a><br />4 Comments:<br /><br /><a href="http://www.blogger.com/profile/13752212248460652888" rel="nofollow">Brian</a> said...<br />The CBC story is EXCELLENT.If I make you a T-shirt with the cover of your book on the front, do you promise to wear it from now on, any time you appear in front of a video camera?<br /><a href="http://www.opushotel.com/blog/2007/03/multiple-personalities.html#c2193524124681657837" title="comment permalink">11:35 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=2193524124681657837" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c546834759182881058"></a><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />Thanks Brian, glad you liked it. Of course I'd be happy to wear the t-shirt - will it be Prada?<br /><a href="http://www.opushotel.com/blog/2007/03/multiple-personalities.html#c546834759182881058" title="comment permalink">12:27 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=546834759182881058" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c6627086867812478343"></a><br />Anonymous said...<br />I would be billy :) lollove this blog Daniel, keep it up...by the way, can I have your email?regards, Sebastya<br /><a href="http://www.opushotel.com/blog/2007/03/multiple-personalities.html#c6627086867812478343" title="comment permalink">7:13 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=6627086867812478343" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="http://www.blogger.com/" name="c5575582204963516705"></a><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />Thanks Sebastya, will do my best! Email address is dcraig@opushotel.com.<br /><a href="http://www.opushotel.com/blog/2007/03/multiple-personalities.html#c5575582204963516705" title="comment permalink">10:45 AM</a><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-6723375647253711219?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-65993018798663358592007-03-07T19:48:00.000-08:002009-11-29T19:57:04.041-08:00In our relentless pursuit of world domination, right on the heels of assuming control of <a href="http://www.elixirvancouver.ca/">Elixir</a> and <a href="http://www.opusbar.ca/">Opus Bar</a>, last week Opus management took control of Café O. Until now, this sunny northeast corner of the building was leased to a third party. It’s earned a reputation for making a mean cup of coffee, but one of the baristas was, well, kind of mean. A tad overzealous in his love for coffee, he has chased guests out of the café for being so barbaric as to ask for – gasp – cream with their coffee. His passion was admirable, but his service tactics didn’t quite fit in with the rest of the hotel.<br /><br />Vancouverites can be funny about coffee. “I've never seen so much coffee in all my life,” <a href="http://www.bettemidler.com/">Bette Midler</a> once <a href="http://www.tourismvancouver.com/visitors/about_vancouver/quick_facts">commented during a performance in Vancouver</a>. “The whole town is on a caffeine jag, and still nothing gets done any faster." I myself love coffee, but I’m far from a purist. Afraid to confess that I too like a bit of cream in my coffee, I used to bypass Café O and skulk over to Starbucks. Now I can simply pop upstairs without fear of reprisal.<br /><br />We had less than two weeks to organize the seamless transfer of Café O into our hands, with no downtime in between. Admittedly, I was not thrilled at the prospect of taking over a coffee shop while still consumed by new responsibilities in the restaurant and lounge. I secretly feared we wouldn't be able to recruit staff in time for opening and I'd be pulling shifts behind the counter. Imagine a barista who secretly wonders what’s really so bad about instant coffee.<br /><a name='more'></a><br />It’s times like this when I really appreciate the value of great staff. Over the years we’ve assembled a crack team at <a href="http://www.opushotel.com/">Opus</a>. I respect each employee so much I could spend hours raving about them, but I’d never want to single one out over another. Amazingly, quite a few of us have been here since day one and are celebrating our fifth anniversary this year. The occasional live one gets away, but our goal is to “trade up” – to find an even better replacement. In taking over management of Elixir and Opus Bar we snagged three big fish: Leonard, an outstanding director of food &amp; beverage; Michael, a highly experienced restaurant manager; and Annabel, a respected local publicist. Working with existing talent, these individuals will no doubt bring great things to Opus.<br /><br />Okay, okay, I know I’m being really boring. But allow me a sentimental moment and I promise to return to wedding day relocates, make-up smearing drag queens and celebrity meltdowns on my next post.<br /><br />On its first day of operation Thursday, Café O pulled in a staggering $83 in revenue. Why waste everyone’s time when there are much greater returns in other departments? Because every department at Opus, large and small, is a critical part of the experience.<br /><br />Next time you’re in <a href="http://www.myyaletown.com/">Yaletown</a> I invite you to swing by Café O, Elixir or Opus Bar to check us out. Now that we manage every inch of this building I guarantee you’ll experience even better service, a renewed optimism among staff and a sense of warmth and freshness everywhere. And if you want cream in your coffee, it’s totally okay by us.<br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/03/cream-in-my-coffee.html" title="permanent link">10:13 AM</a> <br><br><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=4741449281925513923" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="" name="comments"></a><br />6 Comments:<br /><a href="" name="c2501180540294781853"></a><br /><a href="http://www.blogger.com/profile/13752212248460652888" rel="nofollow">Brian</a> said...<br />"Imagine a barista who secretly wonders what’s really so bad about instant coffee."Oh, it's not that hard to imagine. As the former manager of a Barnes and Noble Cafe. I can attest to the fact that there were MANY days I would wonder that. Ther were MANY days when I would wonder if some of the....interesting clientele would have noticed the difference. Never made the switch...but was tempted. I hope the coffee lovers I served appreciate my honesty.<br /><a href="http://www.opushotel.com/blog/2007/03/cream-in-my-coffee.html#c2501180540294781853" title="comment permalink">6:15 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=2501180540294781853" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c8653250975191692527"></a><br />Anonymous said...<br />"Imagine a barista who secretly wonders what’s really so bad about instant coffee."For people like me who just like a cup of decent coffee with some milk or cream, we'd know in an, ahem, "instant" if you had switched. Those others who prefer fancier concoctions would probably never notice.<br /><a href="http://www.opushotel.com/blog/2007/03/cream-in-my-coffee.html#c8653250975191692527" title="comment permalink">3:52 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=8653250975191692527" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br />Anonymous said...<br />What words of advice would you have to someone who is considering a career shift into the hospitality industry? Are there things you wish someone would have told you before you embarked on this career path?Thanks for your advice!<br /><a href="http://www.opushotel.com/blog/2007/03/cream-in-my-coffee.html#c6966836885580267806" title="comment permalink">6:47 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=6966836885580267806" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />I've had many requests for advice about getting into the hotel business. Here it is: Start running now - in the opposite direction. But seriously. It's an amazing, challenging, rewarding career, but it's not for everyone. I promise to dedicate an upcoming post to careers in hotels. Stay tuned.<br /><a href="http://www.opushotel.com/blog/2007/03/cream-in-my-coffee.html#c8014226088537544775" title="comment permalink">11:28 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=8014226088537544775" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/17241011033870316153" rel="nofollow">Maple Guy</a> said...<br />Congratulations to you and your team for being named hippest place to stay by Timeout Vancouver. Hip is more than jsut design its atmosphere which is all about the people. Congratulations and keep up the good work.<br /><a href="http://www.opushotel.com/blog/2007/03/cream-in-my-coffee.html#c1183058699309794639" title="comment permalink">8:11 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=1183058699309794639" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />Thanks Maple Guy. We're thrilled for the recognition. We've never tried to be "hip" - we simply try to provide the best possible service - but some of our guests and patrons certainly are. Maybe we should pass the kudos on to them.<br /><a href="http://www.opushotel.com/blog/2007/03/cream-in-my-coffee.html#c9208870036286381187" title="comment permalink">8:11 AM</a><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-6599301879866335859?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-75159433159629734102007-02-16T19:44:00.000-08:002009-11-29T19:59:21.916-08:00It’s time for our annual mini-bar program review at <a href="http://www.opushotel.com/">Opus</a>, so it was quite timely that a little package arrived for me by courier yesterday. Upon opening it I found a “<a href="http://www.milehighkit.com/">Mile High Kit</a>” complete with lubricant, condoms and a “whisper-quiet massager”. Curious, I turned the massager on. The vibration was so powerful it almost jumped out of my hands. This handy little device appears to be designed for women feeling a bit frisky on the road. But at the size of a small lipstick container I can’t imagine it’s a satisfying substitute for the real thing. Ladies?<br /><br />Will Opus offer it in our mini-bars? I’m not sure. Currently we offer an “intimacy kit” complete with lubricant and condoms (a big seller), but so far no electronic devices. As much as we like to position Opus as edgy and innovative, something about offering sex toys in the mini-bar makes me nervous. How will guests respond to finding a vibrator next to the M&amp;Ms? And, equally importantly, will it sell?<br /><br />When I stayed at the <a href="http://www.thedrakehotel.ca/">Drake Hotel</a> in Toronto last fall I discovered an entire room service menu of sex toys and accoutrements. It made me wonder how many guests pick up the phone and place an order. I’m embarrassed enough asking for a side of mayonnaise with my fries. In New York, in the mini-bar at the <a href="http://www.60thompson.com/">60 Thompson Hotel</a> I found a “Shag Bag” complete with condoms, lubricant and a “natural aphrodisiac”. Oh, and Altoids - in case the aphrodisiac isn’t enough, I guess. At the <a href="http://www.hotelgansevoort.com/">Gansevoort Hotel </a>the Mile High Kit in my room included a feather tickler. Alas, I was traveling on business and decided it wouldn't be appropriate to try it out on colleagues.<br /><a name='more'></a><br />Hotels are often <a href="http://travel.timesonline.co.uk/tol/life_and_style/travel/your_say/article654700.ece">accused of gouging</a> when it comes to mini-bar pricing. What travelers don’t take into account are the costs of labour, spoilage and mysteriously vanishing items. Like room service and banquets, mini-bars are more a service than a profit centre. It’s about convenience. You may ask why you’d pay $4 for a bag of Doritos when you can get one around the corner for 1/4 the price. But who wants to get dressed and go out when there’s one calling your name just a few feet away?<br /><br />When I travel I always check out the mini-bar, but I rarely succumb to temptation. Well, not right away. I usually check out the prices, let out a great huff of indignation and slam the door. Later, while watching TV, I might have another peak. So many shiny, scrumptious-looking snacks! Such cute, harmless-looking minis! I don’t know about you, but my fridge at home is never stocked this well. Four types of beer? Three choices of chocolate bar? A dozen different snacks? Plus wine, champagne, vodka, gin, rum and liqueurs. It’s like the room comes with a party. How can you not resist?<br /><br />Yet there are many highly complex emotions involved. It begins with denial: “I simply don’t want that can of Pringles.” Next comes anger: “Those prices are outrageous!” Then bargaining sets in. “If I eat those Pringles I won’t need dinner. It’s cheaper than room service, so I’d actually save money. Which means, in theory, I could have a beer too. And maybe even that little pack of Oreos.” We finally succumb, and a flurry of gluttony follows. Then depression sets in: “I’m fat, I hate myself, and I feel like barfing.” Finally, acceptance: “It’s done and there’s no turning back. And my, doesn’t that Kit Kat look tasty…” Perhaps not uncoincidentally, these are the same <a href="http://en.wikipedia.org/wiki/Five_Stages_of_Grief">five stages of death</a>.<br /><br />Of course, it’s after those trips when you stoically refuse to touch the mini-bar that, four months later, a late charge shows up on your Visa statement. Your boss wants to know why you drank four minis of Cuervo and a bottle of Grey Goose on a business trip. Your spouse wants to know why you used the Shag Bag. You call the hotel and ask them to remove the charge. But you’re dealing with the Accounting department now. You might as well have drank the Cuervo.<br /><br />Don’t blame the hotel for these late charges, blame the unscrupulous guest who checked out before you and didn’t fess up to the late-night binge. There’s a reason why hotels don’t call them “honour bars” anymore. When I checked into a room at the <a href="http://www.hollywoodroosevelt.com/">Hollywood Roosevelt Hotel</a> last year I discovered that the mini-bar had been plundered by the previous guest. Terrified I’d be charged, I called the front desk repeatedly, insisting they send an employee up to investigate and, if necessary, dust for fingerprints and press charges. They were a bit more blasé. Eventually someone arrived to replenish the items. I’m still expecting the charges to show up on my Visa statement.<br /><br />Some travelers go to a store after a binge and try to replace the items. But have you ever tried to find a 50ml bottle of Grand Marnier? Other, less scrupulous guests refill the bottles with water. As if the hotel won’t notice. Occasionally a guests thinks the entire contents of the mini-bar are free. Imagine his shock when he sees the $500 charge on his bill. Recently one of our guests was afraid to touch the fruit basket and wine we left in her room, even though it came with a welcome card from me, because she thought we'd charge her. Now that's hospitality. But who can blame guests these days when hotel rooms are starting like the local 7-Eleven?<br /><br />Some hotels put a price tag on virtually everything in the room: lamps, bed, artwork, toilet etc. It’s like sleeping in an Ikea showroom. One of my pet peeves is those big bottles of water on the nightstand. They look like a thoughtful gift from the hotel until you see the $9 price tag. (At Opus we offer complimentary bottled water at turndown.) One positive trend is the offering of healthful products. But, while I'm sure these items are appreciated, most travellers will still opt for a Mars Bar and Red Bull.<br /><br />The photo above is of me as I discover the great mini-bar at <a href="http://www.hotelgermain.com/en/accueil.asp">Hotel Le Germain</a> in Montreal. No, I didn’t find a pair of women’s shoes inside (though not a bad idea). They’re Katrina’s. Don’t ask.<br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html" title="permanent link">12:47 PM</a> <br /><br /><div class="addthis_toolbox addthis_default_style"><a class="addthis_button_compact" href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903">Share</a> <span class="addthis_separator">|</span> <a class="addthis_button_facebook" href=""></a><a class="addthis_button_myspace" href=""></a><a class="addthis_button_google" href=""></a><a class="addthis_button_twitter" href=""></a><br /></div><script src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903" type="text/javascript"></script><a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=7668076017666380201" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="" name="comments"></a><br />9 Comments:<br /><br /><a href="http://www.blogger.com/profile/17241011033870316153" rel="nofollow">Maple Guy</a> said...<br />I think I've been in the industry too long when the first thing I thought when I saw that picture was not 'what's with the shoes and his unnatural level of excitement to them?' but rather 'look at how unorganised that mini bar is, nothing faced forward and arranged appealingly. They really need to revamp the presentation to maximise revenues'.I think it might be time to find a slightly less intensse job, now how does one become a tulip farmer?<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c5214567793444371065" title="comment permalink">8:48 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=5214567793444371065" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c6755787412536777128"></a><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />Hi Maple Guy, Tulip Farmer sounds like a great career, but I don't think it would offer free dry cleaning, so you may want to reconsider. To Hotel Le Germain's credit the photo was taken after Katrina and I pillaged the mini-bar. It was beautifully presented before then. DC<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c6755787412536777128" title="comment permalink">12:52 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=6755787412536777128" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/13752212248460652888" rel="nofollow">Brian</a> said...<br />I think I find the idea of opening the fridge and finding condoms and a vibrator veeerrry disturbing. I might also consider the price mark-up to be kind of a mood killer. "Yes, dear, we could be intimate tonight but not at that price."<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c1758187963597755918" title="comment permalink">12:02 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=1758187963597755918" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c2356820664394302977"></a><br /><a href="http://www.blogger.com/profile/10592277093837872032" rel="nofollow">starfish</a> said...<br />I think it's wonderful to have condoms available in the room. If it's packaged discreetly with a little fun thrown in. I would think price would be one of your last concerns in the heat of the moment. The vibrating lipstick is a bit over the top, but a blindfold could be amusing.<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c2356820664394302977" title="comment permalink">4:45 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=2356820664394302977" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.gaydar.co.uk/sensoria" rel="nofollow">Anonymous</a> said...<br />Cool blog.And its nice to see a smart, sexy guy writing it.<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c4791672701571375879" title="comment permalink">10:26 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4791672701571375879" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c3705319507952210759"></a><br /><a href="http://www.blogger.com/profile/04402528562406744331" rel="nofollow">Mike</a> said...<br />Brian, as a hotel guy myself and have worked for W Hotels as GM in New Orleans, I think have "special need" items in the mini bar is acceptable;) Im currently working on a renovation of a local hotel and Im looking at mini bar options for the guestroom. I believe if the mini bar was NOT on the floor (meaning you have to get on all fours to get something out of it, dont get me wrong being all fours is not a bad thing) your mini bar revenues would increase. Making the mini bar location at waist level or somewhere close to that area would be fine... Just something to think about. Mike<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c3705319507952210759" title="comment permalink">3:19 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=3705319507952210759" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/06165037588329186161" rel="nofollow">NomadGirl</a> said...<br />Love your blog! Here's some feedback on your vibrator query from a lady's point of view (although 'lady' is a very loose description of me!). With over 10,000 nerve endings on our teensy weensy love buds, pulses per second are sooooo much more important than size. I think the vibe you may be referring to is called The Bullet. I have a pink water-proof one, and I don't leave home without it ;) I'm curious as to how much the hotel charged for the vibe--if cokes are $8 as I have seen, it must not have been cheap. Hope it came safety sealed!<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c4711818252192489223" title="comment permalink">12:08 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4711818252192489223" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c2747890387249860339"></a><br /><a href="http://www.opushotel.com/blog/2007/02/www.thediscreetcompany.com" rel="nofollow">Sunny</a> said...<br />Hi D.E.C. loved the deconstruction of the minibar. what ever do you mean that you don't have three types of chocolate bars on hand at all times in your refrigerator at home? Horror! A friend and I have a start-up that is designing a new intimacy kit for hotels... trust me, it's different than what's out there. Approximately how many units a month does your hotel go through? We're having a honey of a time getting real numbers. Any info would be greatly appreciated. Thanks S.<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c2747890387249860339" title="comment permalink">11:02 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=2747890387249860339" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c3619467686948562518"></a><br /><a href="http://www.blogger.com/profile/07338926293091228615" rel="nofollow">Daniel Edward Craig</a> said...<br />Sunny, We sell approx 15 to 20 intimacy kits per month.<br /><a href="http://www.opushotel.com/blog/2007/02/deconstructing-mini-bars.html#c3619467686948562518" title="comment permalink">9:13 AM</a><br /><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/990207797510987556-7515943315962973410?l=www.blog.danieledwardcraig.com' alt='' /></div>Daniel Edward Craignoreply@blogger.com0tag:blogger.com,1999:blog-990207797510987556.post-25761633229684549022007-01-15T19:40:00.000-08:002009-11-29T20:01:52.446-08:00An important step in a well-rounded hotel manager’s career is getting overseas experience. I’m proud to say that I have overseas experience – all of one month’s worth. I alluded to this story last June, and since then a number of readers have asked for the sordid details. So here goes.<br /><br />In 1996, a hotel company approached me about a job as director of sales &amp; marketing at a luxury resort in <a href="http://www.visit-palau.com/">Palau</a>. I wasn’t keen on living on a tropical island, but they assured me it would be my base only and I’d be traveling around the world on business at least six months a year – in Australia, Europe, Asia and North America. It sounded too good to resist. I signed a two-year contract, gave up my apartment, job and happy Vancouver life, and told friends I wouldn’t be back for at several years because this was the beginning of my life as an international hotelier and playboy.<br /><br />A month later I was back.<br /><a name='more'></a><br />The problem had little to do with Palau itself, which is one of the most beautiful places I’ve ever seen, a chain of 200 islands in the South Pacific, with friendly people and some of the world’s best <a href="http://www.palaudive.com/">scuba diving</a>. It had more to do with me. Things started off badly when, upon arrival, I learned that the travel budget had been axed. In the next six months I’d be going to Korea and Taiwan and nowhere else. Island fever quickly set in.<br /><br />During my first week I attended a 5-day orientation session that could have been covered in an hour. In week two I wrote the resort’s marketing plan, reorganized the office, designed a series of ads and launched a marketing campaign. By week three I had nothing to do. The bulk of my job involved printing form letters, placing them in envelopes and mailing them. I took four years of university for this? To keep from going insane I learned to lick envelopes very, very slowly. Still, I could get a day’s work done in the first half-hour. I would have just called it a day and headed for the beach, but face time was important at this resort.<br /><br />Staff always seemed busy, although I wasn’t sure why. The phones rarely rang, there was no email, and faxes were reserved for emergencies. When I realized life was going to be like this for two long years I decided it was an emergency. I scribbled “Get me the hell out of here!” on a piece of paper and faxed it to a colleague in Vancouver. I never heard back. During lunchtime I’d go for long walks and contemplate hurling myself into the ocean. At night I was obliged to attend the resort cocktail party and schmooze guests, which I found particularly difficult because I hated them for being happy and tanned while I was miserable and pale.<br /><br />Shopping on the island was interesting. When I needed sunglasses I was forced to choose between a pair of Minnie Mouse sunglasses and some bad-ass <a href="http://en.wikipedia.org/wiki/The_Terminator">Terminator</a> sunglasses. I opted for the latter, which did little to boost my popularity on the island. The GM let me drive the resort’s beat-up old car, which was nice, except, being Japanese-made, its steering wheel was on the right side. One day I lost my bearings – maybe it was the sunglasses – and swerved onto the shoulder of the road, almost taking out a local. I came so close I heard his sharp intake of breath. This didn’t help my popularity either.<br /><br />It wasn’t all bad. One day the GM took me to <a href="http://echeng.com/travel/palau/jellyfishlake.html">Jellyfish Lake</a>, hidden in a crater at the centre of one of the islands. The lake is full of enormous jellyfish that, through some ecological phenomenon, have lost their sting. You may remember it from <a href="http://en.wikipedia.org/wiki/Survivor:_Palau">Survivor: Palau</a>, when it was featured as a prize in a reward challenge. We swam through schools of them, tossing them around like balls of Jell-o. Maybe it wasn’t so bad here after all, I thought. The next day I was evicted from my gorgeous room at the resort and relocated to a dark, prison-like apartment in Koror. That’s when I began to plan my escape.<br /><br />Word got around that I was lonely. One night there was a knock on my door and a Palauan woman about twice my size stood grinning at me, smelling strong of perfume. I thanked her and sent her away. I was lonely, but not that lonely. Another night the resort’s ex-pats invited me to a party. I arrived hours late and angry, having driven around the island several times, lost in the total darkness among the winding roads. The party was in a garage. I was sipping beer, trying to look happy, when an enormous <a href="http://en.wikipedia.org/wiki/Coconut_crab">coconut crab</a> (see above) fell from the rafters and landed on me. Have you seen those things? They’re the largest terrestrial anthropods on earth and look like those creatures in <a href="http://www.imdb.com/title/tt0078748/">Alien</a>. Everyone laughed. I almost fainted.<br /><br />Within a few weeks I decided I had made a terrible mistake. I was a city guy, not an island guy. I went to see a travel agent. That afternoon, by coincidence, resort staff surprised me with a welcome reception. I didn’t have the heart to tell them I had just booked a flight home. The next day I broke the news to the GM. He didn’t believe me, and who could blame him. What kind of fool would fly halfway around the world to accept a job in paradise, only to go home after a month? Me, apparently.<br /><br />As far as I’m concerned, those contestants on Survivor: Palau got off easy. At least I now know that island paradise is not for me, unless I’m on vacation. Chalk it up to experience – overseas experience.<br /><br />posted by Daniel Edward Craig at <a href="http://www.opushotel.com/blog/2007/01/sos-from-island-paradise.html" title="permanent link">11:25 AM</a><br><br><!-- AddThis Button BEGIN --><div class="addthis_toolbox addthis_default_style"><a href="http://www.addthis.com/bookmark.php?v=250&amp;pub=xa-4b13236858d76903" class="addthis_button_compact">Share</a><span class="addthis_separator">|</span><a class="addthis_button_facebook"></a><a class="addthis_button_myspace"></a><a class="addthis_button_google"></a><a class="addthis_button_twitter"></a></div><script type="text/javascript" src="http://s7.addthis.com/js/250/addthis_widget.js#pub=xa-4b13236858d76903"></script><!-- AddThis Button END --><a href="http://www.blogger.com/post-edit.g?blogID=27181840&amp;postID=4146943840062278654" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Edit Post"></a><br /><a href="" name="comments"></a><br />8 Comments:<br /><br />caro said...<br />Daniel, Some years ago, when my husband and I were traveling half-way around the world (okay, mostly Asia/South-east Asia and Australia), we encountered a coconut crab ... somewhere in Malaysia (was it Sipadan Island?). The room key chain was a rectangle piece of wood about 3/4" thick. Someone pointed out a coconut crab climbing up a post and one of the guests poked it with his key chain. The crab got a hold of it in it's claw and wouldn't let go - to the point where it cracked the wood piece lengthwise. And it was a smaller crab that the one in your picture. But I'm happy to finally read your story about Palau. Now, I wait for your book....<br /><a href="http://www.opushotel.com/blog/2007/01/sos-from-island-paradise.html#c5240335554169576954" title="comment permalink">10:02 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=5240335554169576954" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/13895754278545883570" rel="nofollow">roland</a> said...<br />Good Day!I am Roland,i would like to post my interest that i want to work in any hotel in Palau, it's my dream- I am a very skillfull person, ice carving and doin' the styro arts is my skills! If there's any one willing to hire me or let me enter to Palau---i am welcoming you! Thank You!Roland R.AbocejoPaete,Laguna,Philippinescell # +63915-2050-994 or email me at roland.abocejo@gmail.com<br /><a href="http://www.opushotel.com/blog/2007/01/sos-from-island-paradise.html#c3030754178875404454" title="comment permalink">6:17 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=3030754178875404454" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br /><a href="http://www.blogger.com/profile/14225414778753576885" rel="nofollow">Garry</a> said...<br />Daniel, Hi as a fellow hotelier who also has his background in Canada. i was able to cope with the island life in fact I am still here . from a no nothing diver to a divemaster candidate. i just have to learn to blend in. but I strongly agree it really depends on one's personality.<br /><a href="http://www.opushotel.com/blog/2007/01/sos-from-island-paradise.html#c7858037554274209806" title="comment permalink">12:11 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=7858037554274209806" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><br />Anonymous said...<br />wow. i didnt even know general managers had a blog. i dont think i even know what a general manager is. but hey im bored searched coconut crab and this story. and i tell ya buddy, it was a good story. sorry you did have a happy ending (well there was the giant island lady) but besides that life's doing ya good now so no worries :)-Seth Dendy teenage story searcher &amp; famed movie maker<br /><a href="http://www.opushotel.com/blog/2007/01/sos-from-island-paradise.html#c7302443190700153349" title="comment permalink">11:21 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=7302443190700153349" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c8586735827215404246"></a><br />Anonymous said...<br />hi daniel,Your blog made up for some very interesting reading. I haven't laughed such a lot in ages... Hope you are happy where you are now. The coconut crab encounter was the Pièce de résistance. It's truly awful that you were both shaken and stirred in what you had hoped would be a "BOND" ing experience.... So what if aren't licenced to kill... you are definitely licenced to thrill... iona<br /><a href="http://www.opushotel.com/blog/2007/01/sos-from-island-paradise.html#c8586735827215404246" title="comment permalink">9:36 AM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=8586735827215404246" style="border-bottom-style: none; border-left-style: none; border-right-style: none; border-top-style: none;" title="Delete Comment"> </a><br /><a href="" name="c4419887362805890404"></a><br />Anonymous said...<br />I've heard that these are the tastiest of crabs because of their coconut diet. Mmmmmmm...coconut crab. Can anyone confirm or deny this?<br /><a href="http://www.opushotel.com/blog/2007/01/sos-from-island-paradise.html#c4419887362805890404" title="comment permalink">2:46 PM</a><a href="http://www.blogger.com/delete-comment.g?blogID=27181840&amp;postID=4419887362805890404" style="border-bottom-style: none; border