THE HOTELIERS' GUIDE TO ONLINE REPUTATION MANAGEMENT (e-Book)
By Daniel Edward Craig
“For thousands of people in the hotel industry, this may very well be the only [social media] book they need.” - Patrick Garmoe, digital strategy company Pure Driven. See full review.
Designed to help the lodging industry harness online reviews and social media feedback as a competitive advantage, this electronic guide is loaded with tips, techniques, best practices, and examples from the hotel industry.
The guide is a culmination of Craig's articles, presentations, and experience as a general manager and consultant, as well as research and interviews with industry leaders.
This 45-page introductory guide is for marketers, operations staff, PR staff, managers, owners, and others who depend on guest satisfaction and feedback for success – from small, independent properties to large, chain hotels.
The guide will show you:
- How to integrate reputation management into daily operations and culture
- How to respond to reviews (with dozens of examples of what to say and what not to say)
- How to use feedback to effect positive change
- How to generate social media content that drives new business, advocacy, and loyalty
- How to encourage guests to write favorable reviews
- A survey of time-saving tools available for monitoring and analyzing feedback
NOTE: ITEM IS NOT AVAILABLE – CURRENTLY BEING UPDATED
FIVE-STAR MYSTERY SERIES
“Each of the novels in this series is as different as the hotels that Craig's appealing, fair-minded, slightly naive, workaholic yet decent hero has managed. Hotelier Craig does an excellent job of solving the improbable crimes and painting a fascinating look at behind-the-scenes hotel life.” Judy Coon, Booklist
MURDER AT THE UNIVERSE (2007)
 Craig's series starts with a bang when Trevor Lambert, dedicated manager at the luxurious Universe Hotel in New York, stumbles upon the body of the hotel's owner, Willard Godfrey. When police suggest a hotel executive may be responsible, guests Brenda Rathberger, executive director of the Victims of Drunk Drivers conference, and celebrated TV anchor Honica Winters, join forces to expose the executives' reckless behavior. In the resulting clash among pampered guests and harried employees, Trevor struggles to find the killer and save the dignity of the Universe.
ISBN 978-0738711188 CAN $16.95 – Published by Midnight Ink Books.
PURCHASE OPTIONS:
Chapters Indigo (Canada)
Amazon (USA)
Amazon (Canada)
Midnight Ink Books (US Publisher)
Or support your local bookstore
SEE REVIEWS
MURDER AT HOTEL CINEMA (2008)
 In the second installment in the series, Trevor Lambert takes a job as general manager of Hotel Cinema, a multi-million dollar rejuvenation of an Old Hollywood motor inn. It's the scene of a fabulous opening party until Tinseltown's hottest star takes a fatal dive from the penthouse balcony. Hotel Cinema becomes the setting for a comical murder mystery starring Chelsea's pit bull publicist, a star-struck detective and Trevor's insufferable boss. Struggling to protect his employees from the glare of the LAPD and the prying eyes of reporters, Trevor risks everything to expose the true killer.
ISBN 978-0738711195 CAN $18.50 – Published by Midnight Ink Books.
PURCHASE OPTIONS:
Chapters Indigo (Canada)
Amazon (USA)
Amazon (Canada)
Midnight Ink Books (US Publisher)
Or support your local bookstore.
SEE REVIEWS
MURDER AT GRAVERLY MANOR (2009)
 In the third and final installment in the series, Trevor Lambert is on the brink of fulfilling every hotelier's fantasy: managing his own inn, a Victorian mansion in Vancouver's West End called Graverly Manor. But first he must impress the elderly owner, who swans around in ball gowns and spins tall tales of her royal bloodline. Screams in the night, foul odors, and the sudden disappearance of a chambermaid have Trevor looking over his shoulder. Trevor is dying to see Lady Graverly's private rooms, but she refuses. What dark secrets is she hiding?
ISBN 978-0738714738 CAN $18.50 – Published by Midnight Ink Books.
PURCHASE OPTIONS:
Chapters Indigo (Canada)
Amazon (USA)
Amazon (Canada)
Midnight Ink Books (US Publisher)
Or support your local bookstore
SEE REVIEWS
BOOK REVIEWS
“Craig endears himself to readers with his humour and firsthand knowledge of what’s behind the scenes in luxury hotels.” The Vancouver Sun
MURDER AT THE UNIVERSE (2007)
“A sparkling debut… Lambert’s wry turn as an accidental house detective puts Craig’s erudite whodunit solidly on the map.” Publisher’s Weekly
“An entertaining insider's look at the hotel business by a first timer.” Library Journal
“The compellingly readable story weaves together ideas about family, love, alcohol and the real cost of a job … reading about it is entertaining, from the meet-and-greet right up to the guest departure experience.” Sheri Radford, The Vancouver Sun
“Craig has kicked off his series with a bang, a big bang of a book… wonderfully clever and well executed.” Jon Jordan, Crimespree magazine
Editors’ Choice, “A mysterious tale of intrigue” enRoute magazine
Best in the West this Month Shelora Sheldan, Western Living
“Craig takes readers on a raucous, quick-paced murder mystery through the glamorous halls of the fictional Universe Hotel in New York.” Andrew Stone, Los Angeles Confidential
“A page-turning read that keeps you guessing ‘whodunit’ until the very end.” Sheri Radford, Where magazine
Hit List. “…this is kind of like an episode of Survivor in five-star accommodations.” Helen Vong, Wish magazine
“More than just a crime novel, Murder at the Universe is an entertaining satire of the modern hospitality industry.” Joanne Sasvari, The Calgary Herald
“Check in to a delightful and deadly hotel.” Jenni Mortin, The StarPhoenix
“… a fun, sharp, and funny meditation on life and the hotel industry … I defy anyone who can read it and not want to book a room there.” Nickole Yarbrough, Romance Reviews Today “
… an up-close and often humorous look at the inner workings of a property in crisis. Director of rooms Trevor Lambert takes readers on a back-of-house romp, interacting with a rich cast of characters.” Anne Dimon, Hotelier magazine
“ … a great book for those seeking the escape that only a luxury hotel can offer … a hard book to put down.” Barney Ellis-Perry, Trek magazine
MURDER AT HOTEL CINEMA (2008)
“This fast-paced puzzler shines with droll wit and hotel-savvy details.” Publisher’s Weekly
“An amusing romp through Tinseltown, written by an actual hotel manager.” Barbara Bibel, Booklist
“Even more fun than Murder at the Universe … Daniel Craig is a five-star read [that] should be on everyone's list.” Jon Jordan, Crimespree magazine
“Hotel Cinema … manages to poke fun at our fascination with fame while at the same time revealing Lambert's coming to terms with his own life and love.” Katie Patterson, Los Angeles Confidential
“The dialogue is snappy, the plot twists dizzying. And by drawing effectively on his background in the hospitality industry, [Craig] has earned a reservation on your cottage-season reading list.” Earl Fowler, Movie Entertainment
“Murder at Hotel Cinema brings together a cast of hilarious Tinseltown caricatures. Take [it] with you on vacation for a rainy day, and you may not even notice when it rains.” Helen Francini, Mystery Scene
“Craig uses his detailed and intimate knowledge of the hotel world and the magnetic pull it generates to weave a mystery that makes for fine summer reading.” Don Graves, The Hamilton Spectator
“Tightly written and filled with plot twists and strong character development, this story delivers a wonderful escape for the reader.” Barney Ellis-Perry, Trek magazine
MURDER AT GRAVERLY MANOR (2009)
“A lively mix of the macabre with Craig’s ever-urbane humor … an entertaining third outing.” Publisher’s Weekly
“A humorous gothic mystery planted in the present day. Hotelier Craig does an excellent job of solving the improbable crimes and painting a fascinating look at behind-the-scenes hotel life.” Judy Coon, Booklist
“Murder at Graverly Manor is peculiarly creepy.” Mary Helen Becker, Mystery Scene magazine
“A wonderfully gothic-feeling mystery … Craig's keen story-telling skills and a wonderful sense of timing make his books a true joy to read.” Jon Jordan, Crimespree magazine
“Far removed from his usual surroundings, Lambert shows his mettle in determining if the Manor is haunted and just what Lady Graverly is hiding.” Jo Ann Vicarel, Library Journal
“Another entertaining instalment in a series that grows on you with each succeeding tale.” Don Graves, Mystery Must-Reads, The Hamilton Spectator
“Missing houseguests, the sudden disappearance of a chambermaid, and grim rumors surrounding Lady Graverly’s husband’s death ensue in this fast-paced novel.” Shelora Sheldan, Northwest Palate magazine
“Murder at Graverly Manor paints an atmospheric picture of Vancouver’s leafy streets and the lonely trails around Lost Lagoon, and is a perfect companion for any trips to the City of Glass.” Aefa Mulholland, The Out Traveler
“Cleverly plotted and well-written.” Debra Hamel, Midwest Book Review
“By far the best mystery I've read in months, Murder at Graverly Manor is gothic, dark and wonderful.” Better Than Fiction
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