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Tag : kennedy training network

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Trends in Reservations Inquiry Call Volumes: Is There More to the Numbers?

December 6, 2017

By Doug Kennedy As a hotel reservations consultant and sales trainer, I’m often asked for my perspective on the current trends regarding the number of...

Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!

November 6, 2017

By Doug Kennedy As a hotel industry hospitality trainer, I surely have a more critical eye for detail than the average guest, yet I still try to be patient...

Kennedy Training Network Appoints M. Cathy Cook as Executive Director of Training & Development

October 24, 2017

Prior to joining KTN, Ms. Cook served for 17 years as a Manager – Development, for the Learning & Development Division of Marriott International...

When Guests Complain, Be All EARS!

October 11, 2017

By Doug Kennedy Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on...

7 Trainer’s Tips for Hotel Reservations Sales Success

August 14, 2017

By Doug Kennedy If you’re like most hotel managers, chances are you are highly focused on securing more direct bookings and thus reducing the costs of...

How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls?

May 10, 2017

By Doug Kennedy Founded in 1975, Bartell Hotels is one of San Diego’s oldest and largest independent hotel companies with eight hotels, including six...

Airline Service: Stop Complaining, Start Complying and Be Grateful For Super Low Fares!

May 1, 2017

By Doug Kennedy As a hotel industry customer service trainer and conference speaker, I am on the road nearly every week.  Being based in a large...

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...

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...

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...

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 –...

Kennedy Training Network Announces Advanced Level Reservations Sales Training

April 7, 2016

New Program Helps Reservations and Front Desk Agents Overcome Objections and Maximize Rates Hollywood, Florida - April 7, 2016 - KTN announced today the...

Kennedy Training Network Announces Its First eLearning Course on New LearnerNation Platform

October 6, 2015

Hollywood, Florida – October 6, 2015 – KTN announced today a marketing alliance partnership with LearnerNation, a performance management system...

Kennedy Training Network Announces Alliance With TRACK Pulse Call And Lead Tracking System

July 21, 2015

KTN To help promote new system for tracking incoming reservations calls and enabling pro-active lead management follow-up. Hollywood, Florida - July 21, 2015 -...

Doug Kennedy Reservations Sales QUEST Workshop Series in New York City on June 30

June 17, 2014

Seats still open for a one day train-the-trainer workshop and a half-day workshop for frontline reservations agents. Hollywood, Florida - June 17, 2014 -...

Kennedy Training Network Announces Hotel Reservations QUEST Video and Training Program

December 4, 2013

A contemporary new approach for today's over-informed, multi-tasking reservations callers who have shopped multiple channels before calling. Hollywood, Florida...

Lack of Directional Signage In Major US Airports A National Disgrace For Tourism and Hospitality

October 21, 2013

​by Doug Kennedy As a conference speaker and hospitality industry trainer, I have often experienced the anxiety of flying into a foreign country with a...

Stories of Genuine and Authentic Hospitality From The Choice Hotels 2013 Regional Conferences

October 1, 2013

by Doug KennedyAs a conference speaker and hotel industry trainer, I spend a lot of time on the other side of the front desk and know all too well the many...

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