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Tag : doug kennedy

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Are You Giving Your Guests Enough RevPAH?

April 5, 2017

By Doug Kennedy As I often say in my hospitality workshops, we in the hotel industry are in a very unique business of selling space and time, so we had better...

Hotel Sales: “Why Do Our Rates Change? We Discount When It’s Slower!”

March 17, 2017

By Doug Kennedy Every day your hotel sales, reservations and front desk colleagues are fielding questions from both prospects and guests regarding why it is...

How to Follow-up on Voice Reservations Inquiries With Personalized Emails and Phone Calls

March 2, 2017

By Doug Kennedy If you’re like most hotel marketing and revenue leaders, chances are that one of your major near term strategic goals is to drive more...

Hotel Sales – It’s Time to Use Video Email to Outsell the Competition

February 6, 2017

By Doug Kennedy Based on what I hear from the hotel sales and catering sales managers I train each month, the vast majority of inquiries for groups, meetings,...

Conquering Complaints™: Part Two

January 11, 2017

With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints...

Hotel Online’s Top Read News for 2016

December 29, 2016

As we look toward 2017, here's a look back at each month's top headlines in 2016 from Hotel-Online! January 2016: 4 Ways Luxury Hotels Can Use...

Conquering Complaints™: Part One – A Complaint Is Like A Carrot

December 8, 2016

By Doug Kennedy Recently I was asked by a long-term client to offer a training module specific to handing guest complaints.  Now I’ve always...

Train Your Hotel Sales Team to Tell Stories Not Just Quote Rates

November 7, 2016

By Doug Kennedy As marketing professionals across all industries know, the concept of storytelling is an integral component for success in today’s...

Doug Kennedy Announces His New Book On Hospitality Training and Guest Services Excellence

October 31, 2016

“So You REALLY Like Working With People?” Is a fun and fast moving book that will inspire both frontline colleagues and top-level hospitality...

So You REALLY Like Working With People?: Five Principles For Hospitality Excellence

October 18, 2016

Florida, USA – October 18, 2016 – Kennedy Training Network Inc., USA, announced the publication of a new book by KTN President Douglas Martin...

One Task Every GM or DOS Should Do Right Now to Increase Group Sales Revenues

October 10, 2016

By Doug Kennedy With group demand growth having leveled off or declined in most hotel markets, General Managers and Directors of Sales are looking for ways to...

Capturing More Catering Sales Revenue – Circa 2017

September 12, 2016

By Doug Kennedy As we turn another page on our calendars and head into the fourth quarter, most hotel catering sales associates have booked up all of their...

Hospitality Training Techniques in the Era of Social Networking (A Podcast)

July 29, 2016

By Doug Kennedy With the proliferation of online guest reviews and social media postings, the service provided by your front of the house team has a direct...

Resort Reservations Agents: It’s NOT Our Job to Help Them Find What’s Available, But Rather to Help Them Decide to Book Right Now

July 11, 2016

By Doug Kennedy Besides providing reservations sales training and telephone mystery shopping for the lodging industry, many companies have hired me to do...

Training Your Team for Upselling by Room Type and by Rate Option

June 15, 2016

By Doug Kennedy After several years of solid RevPAR growth, most hotels are now seeing the increases slow. Of course each market is different, but this...

Kennedy Training Network Helps Bartell Hotels’ Private Call Center Improve Direct Bookings

May 23, 2016

Call Conversions, ADR and Direct Booking Revenues All Increase After Implementation of KTN’s Training Hollywood, Florida – May 23, 2016 –...

The Front Desk Is Not A Dinosaur - But Your “Brand” Might Be If You Completely Eliminate It (A Rebuttal)

May 18, 2016

By Doug Kennedy Recently I read an article from the CEO of a technology company asking the question: “Is it time to remove the front desk from...

Advanced Reservations Sales Skills Required For Quoting Today’s Complex Rates and Restrictions

April 20, 2016

Today’s reservations agents need specialized training for conveying complex rate structures to educated consumers by Doug Kennedy Due to the advances...

Never Try To Prove Guests Wrong, Even When They Are!

March 9, 2016

By Doug Kennedy Coming up through the ranks in the hotel industry, I remember well hearing my managers use the old adage “The customer is always...

Why Guests Still Call Your Voice Reservations Channel And What You Should Do About It

February 22, 2016

By Doug Kennedy If someone would have surveyed hoteliers in the early 2000’s as online bookings were growing exponentially each year, few would have...

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