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HVS Market Pulse: State of Hawaii
May 21, 2019
By John Berean
May 21, 2019 -- Hawaii experienced another stellar year of RevPAR performance in 2018, bolstered by improved airlift and a...
What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement
May 3, 2019
By Doug Kennedy
My career as a hotel industry trainer and conference speaker keeps me on the road nearly every week, so I try to take advantage of...
Sales “Steps” and “Funnels” Are SO 1990’s; Here’s What It Takes for Hotel Sales Success in 2019
April 11, 2019
While the hotel sales environment has completely transformed, hotel sales training models seem to be stuck in the 1990’s. When...
“Heart Failure”: The Leading Cause of Bad Reviews
March 20, 2019
When you read a cross-section of negative comments from online reviews and guest surveys, it’s easy to recognize a common...
Limited and Select Service Hotels: 5 Ways Your Front Desk Staff Can Increase Direct Bookings and Cut Distribution Costs
January 15, 2019
Like all segments of the hotel industry, limited and select service hotels are seeing distribution costs eating away at top-line...
Doug Kennedy Announces Updates to Program for Front Desk Staff to Become “Certified in the Heart of Hospitality”
December 18, 2018
Doug Kennedy, who is the President of Kennedy Training Network, Inc., (KTN) says “Now more than ever, your guests’ experience at the front desk...
Condition Your Reservations Team so That When They Hear “Ring-Ring” They Think “Cha-Ching!”
November 27, 2018
When you speak with marketing and distribution executives these days, everyone seems obsessed with increasing direct bookings and...
The Stereotyping of Millennials Has Gone Too Far
October 22, 2018
Seems like just about every conference I speak at lately has another speaker addressing some topic related to “those...
Hotel Budget Season: Design Your Most Profitable Channel Mix Strategy in 2019
October 16, 2018
By Kristi White, VP, Sales Engineering at The Rainmaker Group
Travel customers have an unprecedented number of options to shop and book hotels, with...
Why You Should Be Listening to What Your Voice Agents Are Saying Right Now to Potential Guests
September 24, 2018
As I often say in my conference presentations and training sessions, voice reservations is the forgotten distribution channel, at...
Train Your Front Desk Team on the “5 Pillars of Hospitality Excellence”
September 17, 2018
When a guest enters your lobby, chances are they are about to have their first human interaction with your hotel’s individual...
What’s Wrong With Your Hotel Website? Ask Your Call Center Team
August 29, 2018
By Doug Kennedy, KTN and Dave Spector, Tambourine
Hotel and resort marketers have a powerful secret weapon, which in many cases is grossly...
KTN Announces an Innovative New Front Desk Hospitality Certification Program
August 27, 2018
Now Front Desk Agents Can Become "Certified in the Heart of Hospitality"
Florida, USA – August 27, 2018 – Kennedy Training...
Train Your Front Desk Colleagues to Be “Memory Makers”
July 24, 2018
The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest’s stay every...
Update Your 800 Message on Hold to Encourage Direct Bookings and Cross-Sell
June 20, 2018
by Doug Kennedy
On many levels, marketing in the hotel industry has advanced rapidly, yet at most hotels and brands, the “message...
All Guest Services Staff Should Love Guests’ “Buts”
May 14, 2018
Each month I get to travel the world and present 6 – 8 training workshops, many of which are for frontline staff. It is...
How Video Tools and Screen Sharing Can Help Today’s Hotel Salespeople Stand Out
April 12, 2018
In the 2010’s we have witnessed a transition in group bookings to electronic conversations, as an increasing percentage of...
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
Despite that there is more information for guests to view online than ever before in the history of the lodging industry, the phones...
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...