Gadling Q & A with Daniel Edward Craig, author and hotel consultant

by Meg Nesterov on

Daniel Edward Craig shares a name with the current James Bond, and like 007, he’s a world traveler and a man of many hats. He’s taken a career in hotel management and a keen ear for storytelling and parlayed it into a murder mystery book series, an engaging industry blog, and a hotel and social media consultancy. Here he tells Gadling about his history in the travel world, who’s providing the best social media content for travelers, and what’s next in hotel trends.

Tell me about your history in the hotel and travel business.

I’ve worked in hotels off and on for about twenty years. I started on the front desk at the Delta Chelsea Inn in Toronto and went on to work for a range of hotels, from big-box to boutique, in positions ranging from duty manager to vice president. Most recently, I was vice president and general manager of Opus Hotels in Vancouver and Montreal.

What title do you think best captures your profession these days?

These days I work as an author and hotel consultant. I left Opus at the end of 2007, shortly after my first novel was published, to complete the second and third novels in the Five-Star Mystery series. Now I am working on a fourth book as well as various consulting projects for the hotel industry, ranging from social media strategy to executive coaching. I also continue to write my blog and articles about the hotel industry. It’s been a rough few years for hotels, and I think we could all use some levity, so in my writing I try to take a lighthearted look at issues.

Do you think you’ll ever go back to managing a hotel?

I hope so. Hotels are my first love; writing is secondary. As a hotel manager, I feel fully engaged and at my best, whereas as a writer all my neurotic tendencies come out. Writing is a solitary profession, and I’m better as part of a team. Once I finish my current book at the end of this year, I’ll decide what’s next, and that could very well involve a return to hotels full-time. I’ll always write, but after a year of 4:00 AM mornings and late nights, I promised myself never to write books and manage a hotel at the same time.

What are you most critical of as a hotel guest?

I’m extremely service oriented. I’ll cut a property a lot of slack if it isn’t my style or if facilities are limited, but bad service can ruin my trip. In particular, I dislike overly scripted, apathetic service. I love a hotel with originality and a lot of life in the lobby. And I look for soul, a combination of design, culture, clientele and spirit, that intangible feeling that I’m in the right place. That’s why I prefer independent boutique hotels – it’s easier for them to do these things well.

What’s your favorite hotel?

Don’t make me choose! It depends on my mood and the nature of travel. I was just in Chicago and was blown away by the new Elysian Hotel. If I’m relaxing or working, I like the Four Seasons. I can’t always afford to stay in them, but I will splurge on a drink in the lounge and will hang around until I’m asked to leave. My favorite is the Four Seasons Georges V in Paris. But I also love contemporary boutique hotels. I’m a city boy, and when I feel like socializing I want to stay in a hotel with a scene, like the Gramercy Park Hotel in New York, the Mondrian in Los Angeles, and the Clift in San Francisco. XV Beacon in Boston is also one of my faves.

Given the many social media experts today, how do you stand apart?

I’d never call myself a social media expert. Who can keep up? I’m a hotelier first, who happens to know a lot about social media and reputation management. Social media allows me to combine my two professions as a hotelier and an author, because essentially it’s about storytelling. Social media touches every department in a hotel, and as a former general manager I understand the interplay and interdependence involved, and to rise above individual departmental interests to develop a strategy that benefits the hotel as a whole.

What hotels/travel companies do you think are doing social media “well”?

I think there are a number of hotel companies that do certain aspects of social media well, but nobody is doing anything particularly innovative. HKHotels in New York are doing a great job of reputation management. Best Western runs a good Facebook page. InterContinental Hotel Group makes great concierge videos. The Iron Horse Hotel in Milwaukee manages Twitter well. Red Carnation Hotels in London and Pan Pacific Hotel in Vancouver have good blogs. Joie de Vivre Hotels does great contests.

Hoteliers are great storytellers, and with all the comings and goings of guests we have a rich resource of content to draw from, and yet this isn’t translating to social media. A lot of hotel content is trite and uninspiring, and most of the voices sound the same: perky and vaguely annoying. Hotels can learn a lot from online reviewers, who spin the best stories, with strong points of view, hooks, humor, trivia and facts. I think there are huge opportunities for the hotel industry, and I’d love to help a hotel become the social media hotel in a given destination.

What made you start writing murder mysteries?

I always wanted to write, and naively thought that writing a mystery would be fun and easy. They say write what you know, and at the time I was working as a duty manager, so I set it in a hotel. Ten years later, Murder at the Universe was published. For me it was a one-off, but my publisher liked the idea of a hotel manager who writes mysteries set in hotels, so they contracted me to develop it into a series. Since then I’ve published Murder at Hotel Cinema and Murder at Graverly Manor.

After three novels, I started to get bored with my protagonist, the hapless hotelier Trevor Lambert, and all that whining. And there could only be so many murders in his hotels before people started suspecting him. The book I’m finishing up now is non-fiction, an irreverent insider’s look at hotels, written for travelers.

What do you see as the next big trends in hotels?

Mobile is huge. Increasingly, people are researching, booking and recommending travel via smart phones. Social media will grow as people continue to bypass travel journalists and hotels for travel information in favor of travelers, friends and social networks, all from the palm of the hand. When it comes down to it, however, above all hotel guests still want comfort, convenience and value. They just have much larger audiences to air their grievances to when they don’t get what they want.

What’s next for you?

After I finish the book, I’ll put book writing on hold for now and will continue to work on hotel projects, to blog, and to write articles. I’m starting to book quite a few speaking engagements in 2011. My platform as an author and hotelier is quite unique, and social media reputation management are hot topics. If I find a good job with a progressive hotel company, great, but until then I have no shortage of things to keep me occupied.

Read all about Daniel Edward Craig, his books, and his blog at his website, www.danieledwardcraig.com

Man commits suicide in LAX bathroom, crime still down 6%

by Tom Johansmeyer on

Can there be a worse way to go … not to mention a worse place?! Some guy, who isn’t being identified by the police, seems to have killed himself in a restroom at Los Angeles International Airport – Terminal 3, specifically. The unpleasantness happened just before 8 AM yesterday, and shortly after noon, the city’s police said it looked like a suicide.

The victim (and alleged perpetrator, it looks like) was found slumped in a stall with a bag covering his head and his hands bound, according to the LA Times.

The local law enforcement folks said they couldn’t remember a homicide ever taking place inside the LAX terminal, so it looks like the streak, at least, is still alive.

Fortunately, total crime is still down at LAX. For the first half of the year, it fell 6 percent year-over-year, to 1,146 incidents (from 1,222). Arrests fell from 674 for the first half of 2009 to 664 for the first half of 2010, a negligible change. But, there was an aggravated assault that became an arrest in the first six months of this year … and none for the same period in 2009. Meanwhile, 29 million travelers passed through LAX in the first two quarters of 2010, with an average of 236,000 doing so daily.

[photo by brewbooks via Flickr]

Lady Gaga’s attire not an immediate threat, says TSA

by Tom Johansmeyer on


When leaving Los Angeles after the MTV Video Music Awards, performer Lady Gaga was spotted with a handcuff hanging directly in front of her from a belt around her waist. The singer was leaving town after picking up eight awards and was dressed, well, as expected.

Always clad in shocking attire, Lady Gaga’s exploits looked like they were putting her on a collision course with the TSA, as handcuffs and chains were incorporated into the clothing. She had no problems, however. According to the Daily Mail: “A spokesperson for the Transportation Security Administration said the prohibited items list is based on what experts assess and analyse as a threat to aviation security.”

Now, if they are paired with mile-high ambitions – that would be a much different story!

Daily Pampering: ‘Suite’ ride on the Seabourn Sojourn world cruise

by Melanie Nayer on

If you’re going to see the world, you might as well do it in style. The Yachts of Seabourn just unveiled its Seabourn Sojourn in London and is preparing the ship for a 2011 sail around the world.

The 110-day World Cruise from Los Angeles to London via the South Pacific, New Zealand, around Western Australia, Indonesia and Southeast Asia, India, Arabia and the Mediterranean will be beautiful from the Seabourn’s Grand Suite, which offers guests up to 534 square feet of space.

How much for the journey of a lifetime? The good news is that you don’t have to stay in the Grand Suite, in which case it will only cost you around $50,000 to sail the world. But, this column is about the ultimate in luxurious experiences and I wouldn’t be doing my job if I didn’t try to convince you to go around the world in the Grand Suite for $233,285.

If it helps, price of the cruise includes first class round-trip airfare, private transfers, 300 lbs of luggage shipping, and $1000 shipboard credit.

p.s. You’re totally worth it!

Want more? Get your daily dose of pampering right here.

Los Angeles’ L.A. Live luxury complex isn’t always alive

by Jason Cochran on
Los Angeles’ spectacular L.A. Live development, cleverly planted by the city’s convention center near the interchange of the 10 and the 110, cost a reported $2.5 billion to construct. Its two marquee hotels, a Ritz-Carlton (123 rooms, opened in April) and a J.W. Marriott (878 rooms, opened in February), represent two of the more appealing national luxury brands, and their placement in an eye-catching, bowed skyscraper was tactical, designed to attract convention-goers and concert VIPs.

It’s bustling on nights when there are events at the adjoining Staples Center and the Nokia Theatre. It also hosts the cinema where Eclipse recently held its premiere.

But on other nights, like the ones when I was there, the party shuts down. At L.A. Live, the energy level is all-or-nothing.The hotels aren’t the problem. They’re fairly well-designed, the rooms and corridors spacious, and with terrific views of downtown and beyond. The Ritz’s spa is a fantasia of all-white decor, while the vertical aspirations of the J.W.’s lobby feel akin to a mod 1960s airport terminal. In all, despite the volume of people they can collectively serve, the hotels were a welcome, private respite from the tumult down below on the tough and cluttered grid of Southern California.

I did experience some minor hiccups during my stay, though: My coffeemaker at the J.W. didn’t work and my requests for repair were ignored. There are also a few notable, but not fatal, flaws, the biggest being the private but large pool decks for the J.W. (4th floor) and the Ritz (28th floor) are both in the shade of the connected 54-story condo tower by the middle of a mid-summer afternoon. The $38 parking charge was dizzying, but at least the subterranean lot was so roomy it could eat countless other L.A. structures for breakfast.

The Ritz-Carlton’s 24th-floor restaurant and lounge, WP24 by Wolfgang Puck, should be one of the most alluring nighttime watering holes in the city, given its sumptuous panorama of downtown Los Angeles and the poor suckers laboring along the 110 freeway. But when I showed up at 10 p.m., primed for a martini overlooking the skyline, I was told it was closed for the night. The economics of the L.A. Live project are so immense that tenants are interested only in blockbuster crowds, not off-night scene-making.

It was a shame to seek a martini elsewhere when I was staying in something purported to be a full-service entertainment citadel, but now, L.A. Live is designed to feed guaranteed crowds, not draw its own.

The situation in the rest of the complex, connected to the hotels, wasn’t better. On one of the nights of my stay, the Trader Vic’s began closing at 9 p.m., the same time as the mall in many small towns. But the two hotels’ smart and glassy decor and full-service détente had made me feel urban and chic, and I wanted a highbrow cocktail to suit the mood they put me in. Almost every L.A. Live nightspot was closing, except the sports bar, and I wasn’t in the mind of onion rings.

Rather than settle for the no-view hotel lobby bar at the J.W. Marriott (stylish as it is), I ended up having to leave L.A. Live and search for style on the mean streets of downtown L.A. There, I found the nightlife I was looking for at Seven Grand (a hip and dusky whiskey bar), Rivera (artisan cocktails and modern Latin plates), and Hank’s (a lost-in-time dive bar often populated with tipsy solo men and, on my night, a young gay trust funder and his smitten female BFF).

It was a shame to have to seek a martini elsewhere when I was staying in something that purportedly was constructed to be a full-service entertainment citadel, but right now, L.A. Live is designed to feed guaranteed crowds, but not draw its own, and until that changes, it won’t truly establish itself on the landscape.

That may not be much of a loss, since downtown Los Angeles is one of the most underrated and history-rich central business districts that middle-class Americans have ever ignored. For me, being near downtown L.A. is a one of the most important reasons to choose to stay at L.A. Live.

But if I were a local, I’d never risk heading to L.A. Live unless I had an event ticket in hand, even if it meant battling the influx. The development will never be integral to the Los Angeles nightlife until it jumps the hurdle between serving only guaranteed audiences and offering something distinctive that can be accessed anytime. That’s quite a leap to make if you’re a cynical developer who aligns his goals by his predicted market share and not by a distinctive vision.