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Tag : doug kennedy

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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...

How Much Does It Cost To Generate A Voice Reservations Inquiry? How Much Are You Investing In Properly Following-Up?

March 5, 2018

By Doug Kennedy Despite that there is more information for guests to view online than ever before in the history of the lodging industry, the phones continue...

TRACK/ResortsandLodges.com and Doug Kennedy Announce Upcoming Webinar for March 13

February 27, 2018

Cottage Grove, Minn.- As part of its ongoing commitment to education and training, TRACK Hospitality Software and ResortsandLodges.com are pleased to announce...

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...

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...

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,...

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