Doug Kennedy Announces Next Topic In His Webcast Training Series: Hospitality Training: Bringing Out The Best In Our Guests Brings Out The Best In Ourselves
Complimentary Registration Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software
Kennedy Training Network Inc. (KTN) announced today the topic for Doug Kennedy’s next training webcast, which this month features a hospitality theme: Bringing Out The Best In Our Guests Brings Out The Best In Ourselves, scheduled for Monday, June 12 from Noon – 12:40pm. REGISTER HERE
According to Doug, Most guests don’t start their day with the intention to complain, whine, and create conflict. However, the challenges along the way can bring out the worst side of even the nicest personalities.
This KTN training webcast will help your team realize that when lofty expectations for the perfect vacation or business trip meet the reality of today’s stressful travel experiences, guests often appear to be cranky, impolite, rude, or downright mean. During these encounters, we in the hospitality industry have two choices: be reactive and treat others the way they are treating us or do all we can to “flip their vibe!”
This webcast also covers:
- Nurturing empathy by better understanding guests’ travel intentions.
- How bringing out the best in others makes work more rewarding and fun.
- Hospitality starts in the heart of the house.
- Creating positive first impressions that set the tone for guest experiences.
- Powering up your positivity.
Doug’s monthly series of live webcast training events focus on topics related to hospitality excellence, reservations, and hotel group/event sales. In creating this series, Doug is drawing on content from his on-site training programs and conference keynote presentations, while also featuring the latest training tactics from his monthly lodging industry training articles.
Those who register but cannot attend will receive a link to view the recordings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry.
We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission,
said Kennedy. It takes a lot of time to design, promote, and deliver these events, and so we would normally charge at least $99 registration per person, but this series is now completely free to all.
Sponsors include: Travel Outlook, the only KTN Certified call center, Better Talent, a subscription-based talent acquisition company serving the lodging sector, and Track Hospitality Software, a TravelNet Solution, whose products include a PMS and CRM.
Complimentary registration can be accessed at www.KTNwebcast.com Here are additional topics and dates scheduled so far.
How Hotel Salespeople Can Proactively Generate More Revenue
Friday, July 14 (Noon EDT)
Although most hotels are experiencing a rebound, this webcast is for smart sales leaders who are always looking to generate more revenue. These days at the click of a few buttons, one buyer can send an RFP to a dozen or more properties. As a result, hotel salespeople feel spammed by inbound leads, while buyers feel spammed by generic proposals. During this webcast, Doug will address current challenges that hotel salespeople face, along with practical sales habits to overcome them to capture more business.
- How bringing out the best in others makes work more rewarding and fun.
- Establishing new sales habitudes for this new sales habitat.
- You “love” your sales CRM, right? 😊 How to get it to do the three most important things a salesperson needs it to do.
- How to manage the flood of inbound RFPs caused by the digitalization of the hotel sales process.
- Putting the people parts back into the heart of sales processes.
- Using a tech-for-touch approach to better connect with callers.
- Proactive prospecting: research before you reach out.
Reservations Sales: Remember, Ring-Ring Means Cha-Ching!
Friday, August 18 (Noon EDT)
Smart revenue and marketing leaders know that despite the longstanding rumors of its demise, the voice reservations (distribution) channel is alive and thriving. Destination-type resorts, luxury properties, vacation rental agencies, and boutique hotels all know this. However, even at branded, select-service hotels, the front desk associate will tell you there are plenty of people who want to speak with someone onsite. What’s more, today’s reservation lead is often disguised as Hi, I’m shopping online, and I just have a quick question about…
On the other side of the action, today’s reservations (and front desk) staff are often bogged down doing admin-type work, such as checking online bookings, entering rooming lists, answering in-app messages (in OTA’s), or researching payment issues. All too often, those incoming calls might feel like interruptions. In this webcast, Doug covers:
- Phone calls are opportunities, not interruptions.
- The four reasons why today’s pre-informed guests still call before booking online.
- Key questions for starting conversations with online shoppers who have called so we can end the conversation with a confirmation number. (Versus losing the sale to an OTA or another company.)
- Using a storytelling selling approach to sell the experience and not just rent beds.
- Securing the sale: primary and secondary closing techniques.
Train Your Team To Use The Language of Hospitality
Monday, September 11 (Noon EDT)
Certainly, the intended service “style” is a bit different according to each hotel’s classification. For example, “lifestyle” and some “boutique” hotels might be striving for a more authentic, genuine, and perhaps even “hip” or “edgy” guest experience, whereas ultra-luxury hotels might reach for a more traditional, formalized guest communications style. No matter what your brand’s standards are, replacing these common phrases with words that better convey the spirit of hospitality will help create positive emotional reactions, increase guest satisfaction, and encourage positive online reviews. In this webcast, Doug will review commonly heard phrases along with better, more heartfelt alternatives. A few of the many examples include replacing:
- Checking in?
- Just one?
- I’ll have to check on that for you.
- No problem.
- All we have left is…
- How to say “no, we can’t” in a more positive way.
- Presenting rate fences in a way that minimizes objections.
For additional details, contact KTN at [email protected] or by phone (01) 954.533.9130 www.kennedytrainingnetwork.com
About Kennedy Training Network Inc.
KTN is the lodging and hospitality industry's best source for hotel training programs and supportive services in topic areas of hotel sales, catering/event sales, hotel reservations sales, and hospitality & guest service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism conference speaking circuit for decades. Hoteliers worldwide read his monthly hotel, tourism and hospitality industry sales training articles in this publication and elsewhere. Visit www.kennedytrainingnetwork.com or call (01) 954-533-9130.
