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Tag : kennedy training network

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Hospitality Requires Stepping Into “Character” Like an Actor on a Stage

April 23, 2018

By Cathy Cook In the hotel industry we all know how important it is to deliver hospitality, which is the key to a positive guest stay. Otherwise we are simply...

How Video Tools and Screen Sharing Can Help Today’s Hotel Salespeople Stand Out

April 12, 2018

By Doug Kennedy In the 2010’s we have witnessed a transition in group bookings to electronic conversations, as an increasing percentage of meetings,...

Want To Hear What Your Reservations Agents Are Saying Right Now To Callers?

April 5, 2018

For a limited time, Kennedy Training Network (KTN) is offering a complimentary round of reservations mystery shopping reports for all new prospective...

Why I STILL Pick up Trash in Hotel Lobbies

March 14, 2018

By Cathy Cook I have worked in the hotel industry for 35 years (27 of them at Marriott International) where my mentors indoctrinated me to the philosophy of...

Get Your Hotel Operations Team Onboard The Tricycle of Guest Service

February 14, 2018

By Doug Kennedy As hospitality industry trainers know, using symbols and models can help trainees grasp abstract concepts and make seemingly-complex paradigms...

6 Presentation Tips for Leaders Who Fear Speaking at Meetings or Conferences

February 7, 2018

By Cathy Cook  In my early years as a Front Office Manager I remember how confident I used to be at running a meeting while I sat down at the...

The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts - The Human Heart

January 17, 2018

By Doug Kennedy As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month.  Although I have...

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 –...

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