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HOLLYWOOD, FL � (April 17, 2008) Kennedy Training Network (KTN) announced today the launch of a new type of reservations mystery shopping service. �Reservations training and mystery shopping has been stuck in the 1990�s for way too long while just about everything else in transient hotel sales has changed completely, so the timing couldn�t be better for our launch,� said KTN President Doug Kennedy. �Traditional reservations test call services score agents against a checklist criteria that has little to do with what today�s over-informed, multi-tasking callers want and need to be hearing,� explained Kennedy, �so we�ve reinvented the whole process to ensure that the quest for a perfect shop score doesn�t turn agents into robots who have to spew-out a scripted list of the same features for every caller regardless of their needs.� In addition to providing a traditional �quantitative� score based on a customized checklist criteria designed to measure conversational selling, reports also include a �qualitative� or �letter-graded� score reflecting how well the agents applied the criteria based on the call scenario. Additionally, services include a narrative coaching report that trains agents on how to better handle future calls of a similar nature. �ResSTAR stands for reservations sales assessment and training reports,� said Kennedy, �and this service goes beyond just testing to help train agents have a more conversational and less transactional approach to engaging their callers and inviting them to become guests.� ResSTAR Reports are available in several formats that are tailored for
hotels of all sizes and market segments, from mid-scale through ultra-luxury.
Call checklists can incorporate KTN�s baseline criteria for conversational
selling, and can also include any customized criteria that is appropriate
and necessary for any individual hotel or company. Reports are delivered
via e-mail, including a link to the audio recordings, and results can be
viewed online at any time. For information on formats and fees, contact
Colleen Tuttle at: (866) 860-8955 or via e-mail at: [email protected]
 About Kennedy Training Network: KTN provides customized, on-premise training workshops and conference presentations for hotels, resorts, hotel management firms, and brands in the topic areas reservations sales, front desk revenue optimization, and hospitality/guest service. Based in Hollywood, FL, KTN provides its training and mystery shopping services throughout North America. Visit www.kennedytrainingnetwork.com for more details. |