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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...
The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts - The Human Heart
January 17, 2018
As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Although I...
Trends in Reservations Inquiry Call Volumes: Is There More to the Numbers?
December 6, 2017
As a hotel reservations consultant and sales trainer, I’m often asked for my perspective on the current trends regarding the...
Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!
November 6, 2017
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...
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...
TRACK/ResortsandLodges.com and Doug Kennedy Announce Upcoming Webinar for October 23
October 17, 2017
As part of its ongoing commitment to education and training, Track Hospitality Software (TRACK) and ResortsandLodges.com are pleased to announce their...
When Guests Complain, Be All EARS!
October 11, 2017
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...
Measuring and Incentivizing Front Desk and Reservations Upselling
September 20, 2017
Chances are that like most hoteliers this time of year you are busy formulating your financial game plan for 2018. If so, I’m...
7 Trainer’s Tips for Hotel Reservations Sales Success
August 14, 2017
If you’re like most hotel managers, chances are you are highly focused on securing more direct bookings and thus reducing the...
Market Pulse: Bermuda, the Host Island for CHICOS 2017
August 4, 2017
By Kristina M. D'Amico
Known for its iconic pink-sand beaches, the island of Bermuda is nestled in the North Atlantic Ocean, just 650 miles...
Leadership Lessons Learned From Being a Guest When the Hotel Was Overbooked
July 14, 2017
Earlier this month I observed a difficult situation playing out at hotel where I was a guest, and it provided an invaluable reminder...
Hotel Sales Best Practices for the Era of Electronic Inquiries
June 12, 2017
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...
How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls?
May 10, 2017
Founded in 1975, Bartell Hotels is one of San Diego’s oldest and largest independent hotel companies with eight hotels,...
Airline Service: Stop Complaining, Start Complying and Be Grateful For Super Low Fares!
May 1, 2017
As a hotel industry customer service trainer and conference speaker, I am on the road nearly every week. Being based in a...
Are You Giving Your Guests Enough RevPAH?
April 5, 2017
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...
Nobody Asked Me, But…No. 176: Hotel History: The Waldorf-Astoria Hotel, New York City; My Five Published Hotel Books
April 3, 2017
By Stanley Turkel, CMHS
Hotel History: The Waldorf-Astoria Hotel
On March 7, 2017 the Landmarks Preservation Commission voted to protect the...
Hotel Sales: “Why Do Our Rates Change? We Discount When It’s Slower!”
March 17, 2017
Every day your hotel sales, reservations and front desk colleagues are fielding questions from both prospects and guests regarding...
How to Follow-up on Voice Reservations Inquiries With Personalized Emails and Phone Calls
March 2, 2017
If you’re like most hotel marketing and revenue leaders, chances are that one of your major near term strategic goals is to...
Hotel Sales – It’s Time to Use Video Email to Outsell the Competition
February 6, 2017
Based on what I hear from the hotel sales and catering sales managers I train each month, the vast majority of inquiries for groups,...
Mentors and Counselors Come in All Sizes and Shapes
January 4, 2017
For those of us who have been in hospitality for more than 15 years or attended hotel school, the name Tony Marshall has familiarity to us in the area of...