Free Webinar: Using Guest Feedback to Guide Improvements and Better Reviews
Build your understanding of how properties of all sizes use guest feedback to improve and increase customer satisfaction. Register now and learn how to:
• Implement a system for monitoring and analyzing reviews
• Act on feedback by department
• Share sensitive feedback with employees
• Respond to reviews: Best practices
Daniel Craig is a former hotel general manager, author and the founder of Reknown, a consultancy that specializes in marketing strategy, training and reputation management for the travel industry.
Marketing Project Manager, Apex Hotels
As Marketing Project Manager at Apex Hotels, Danica Smith is responsible for all marketing activities for the company's three London properties as well as for the online reputation of the group. She has worked in marketing for eight years, including four years in the telecommunications industry. Based in Edinburgh, Apex Hotels is a small family owned Scottish company, operating with a mission to provide chic and stylish destination properties in key markets across the UK. The company operates hotels in London, Edinburgh and Dundee and is set to open a new hotel in Glasgow this summer and in Bath at the end of 2016.
General Manager and COO, Magic Castle Hotel
Darren Ross is Owner and CEO of Service Freak Hospitality, a hospitality management company that leases and operates the Magic Castle Hotel in Hollywood, CA. Ross started his hotel career on the front desk and is now General Manager and COO of Magic Castle Hotel. He has completed the General Managers Program at Cornell University. The 40-room Magic Castle Hotel is consistently ranked by travelers as the No. 1 hotel in Los Angeles on TripAdvisor and this year was named “Best Guest Relations for a Small Property” by the American Lodging & Hotel Association.