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Kennedy Training Network News Page 2

Guest Service Excellence
A hotel front desk employee - Source Doug Kennedy

How To Train Your Staff To Meet Luxury Service Standards Without Sounding Scripted And Insincere - By Doug Kennedy

Meeting these standards is important, and therefore it is essential that all staff are well-versed in the requirements. However, too many hotel leaders simply train their staff to memorize and execute these standards as if they were a script. As a result, guests may experience insincere conversations which feel disingenuous and inauthentic, ironically, working against the objectives of a service style that is genuine, bespoke, and authentic.

Hotel Revenue Management
A set of old keys - Unsplash

Revenue Management: It's Not Just for Revenue Managers Anymore - By Lynn Zwibak

How often have you seen this at your hotel: Sales managers referring to the revenue management team as ‘the sales prevention department’ because they keep turning away their leads? Front office complaining about how revenue management keeps selling low opaque rates? Or event managers showing up to pick-up meetings without the answers to the questions they know they will be asked. It doesn’t have to be like this.

Hospitality Leadership
A hotel employee meeting - Source Doug Kennedy

Missionize Your Mission Statement - By Doug Kennedy

For decades now, it has been fashionable for companies from all industries to craft a mission statement to not only summarize its purpose, but also to give work more purpose. Over the years, the original concept has evolved into creating 'values' or 'vision' statements.

Reservations Training
Call center agents - Source Doug Kennedy

Does Your Reservations Call Scoring Criteria Need To Be Updated? - By Doug Kennedy

When our KTN team onboards clients for either traditional mystery shopping or for call scoring of actual recordings (as captured in our clients’ various cloud-based platforms), part of our process is reviewing their existing call criteria. As a result, I get to peek behind the scenes and see what their reservations, front desk, and/or contact center staff are being trained to say.

Hotel Sales Training
Kennedy Training Network banner

KTN President Doug Kennedy Addresses Questions About His Monthly Training Webcast Series

Each month, Doug Kennedy presents a live webcast from the KTN headquarters office in Florida, reaching hotel and lodging professionals of all levels around the globe. The rotating menu of topics includes content for all disciplines within the industry, including rooms operations, sales, and even F&B. Some topics have a broad-based theme, such as hospitality & guest service excellence, while others are very specific such as training tips, transient reservations sales, and hotel group and event sales.