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Travel Outlook Central Reservations Service Hires Kennedy Training Network
to Enhance its Reservations Process

Superior Customer Service to Benefit Hoteliers and Maximize Revenue

October 31, 2012 - Travel Outlook, the premier hotel central reservations service, has signed an agreement with Kennedy Training Network (KTN) to provide customized training workshops for its call center agents. 
KTN training will be customized for each of Travel Outlook's client hotels based on its market segment, property type, and revenue strategy.  Travel Outlook has also hired KTN to monitor results with its innovative “mystery shop” calls.
"We really like the interactive nature of KTN's training, which includes role playing and group exercises," said John Smallwood, Travel Outlook CEO. "We believe that the KTN approach provides our agents the right skills they'll need when answering calls from over-informed, multi-tasking callers who have looked at too many choices online."
Smallwood continues:  "KTN  training helps our agents use a more conversational sales style to engage  callers, inviting our team to use descriptions that “allure and entice” instead of merely informing clients of rates and availability.  We are eager to put these concepts into practice immediately."

Earning a higher average daily rate is critical if a hotels is to achieve its budgeted net operating income.  Often, voice reservations contribute up to 25% of a hotel's top line revenue, and many hotels have found that adding an effective voice reservations team to answer some or all of the incoming reservations calls can ensure that hotels are not only capturing the maximum revenue possible from calls, but it also adds an additional opportunity to provide excellent customer service.

John Smallwood,
Travel Outlook CEO
Travel Outlook connects directly to a hotel's property management system, providing real time access to a hotel's room inventory with no additional booking fees. "In addition to seeing substantial increases in voice reservation conversions, our hotel clients appreciate our enhanced reporting and that we interface directly with the systems they currently use to manage revenue,” says Smallwood.  "KTN will help us to continue to improve in all areas of service to our clients."

About Travel Outlook
Travel Outlook partners with independent hotels, resorts and management companies to provide private label voice reservations, for most hotels on a commission-only basis.  Travel Outlook hires staff with hotel experience and focuses on best-of-breed service to its clients. Its mission is to enhance the service levels, revenues and profitability of client hotels by providing timely, gracious and informed assistance to potential guests—resulting in the industry’s best conversion of reservation inquiries.

John Smallwood, CEO
Travel Outlook
855 RES-EXPERTS  (855-737-3973) office
505-470-3241 mobile


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