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Tag : doug kennedy

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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...

Measuring and Incentivizing Front Desk and Reservations Upselling

September 20, 2017

By Doug Kennedy Chances are that like most hoteliers this time of year you are busy formulating your financial game plan for 2018. If so, I’m pretty...

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...

Leadership Lessons Learned From Being a Guest When the Hotel Was Overbooked

July 14, 2017

By Doug Kennedy Earlier this month I observed a difficult situation playing out at hotel where I was a guest, and it provided an invaluable reminder of just...

Hotel Sales Best Practices for the Era of Electronic Inquiries

June 12, 2017

By Doug Kennedy As anyone who has worked in the profession of hotel sales and catering sales for 10 or more years knows, the skill-set required to be a top...

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...

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...

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