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Hotel Online’s Top Read News for 2016
December 29, 2016
As we look toward 2017, here's a look back at each month's top headlines in 2016 from Hotel-Online!
Conquering Complaints™: Part One – A Complaint Is Like A Carrot
December 8, 2016
By Doug Kennedy
Recently I was asked by a long-term client to offer a training module specific to handing guest complaints. Now I’ve...
Train Your Hotel Sales Team to Tell Stories Not Just Quote Rates
November 7, 2016
As marketing professionals across all industries know, the concept of storytelling is an integral component for success in...
Doug Kennedy Announces His New Book On Hospitality Training and Guest Services Excellence
October 31, 2016
“So You REALLY Like Working With People?” Is a fun and fast moving book that will inspire both frontline colleagues and top-level hospitality...
So You REALLY Like Working With People?: Five Principles For Hospitality Excellence
October 18, 2016
Florida, USA – October 18, 2016 – Kennedy Training Network Inc., USA, announced the publication of a new book by KTN President Douglas Martin...
One Task Every GM or DOS Should Do Right Now to Increase Group Sales Revenues
October 10, 2016
With group demand growth having leveled off or declined in most hotel markets, General Managers and Directors of Sales are looking...
Capturing More Catering Sales Revenue – Circa 2017
September 12, 2016
As we turn another page on our calendars and head into the fourth quarter, most hotel catering sales associates have booked up all...
Hospitality Training Techniques in the Era of Social Networking (A Podcast)
July 29, 2016
With the proliferation of online guest reviews and social media postings, the service provided by your front of the house team has a...
Resort Reservations Agents: It’s NOT Our Job to Help Them Find What’s Available, But Rather to Help Them Decide to Book Right Now
July 11, 2016
Besides providing reservations sales training and telephone mystery shopping for the lodging industry, many companies have hired me...
Training Your Team for Upselling by Room Type and by Rate Option
June 15, 2016
After several years of solid RevPAR growth, most hotels are now seeing the increases slow. Of course each market is different, but...
Kennedy Training Network Helps Bartell Hotels’ Private Call Center Improve Direct Bookings
May 23, 2016
Call Conversions, ADR and Direct Booking Revenues All Increase After Implementation of KTN’s Training
Hollywood, Florida – May 23, 2016...
AH&LA Honors Outstanding Hotel Employees and Properties at Annual Stars of the Industry Celebration
May 19, 2016
Top Hotels & Employees Announced; Awards Mark Employee Leadership, Community Service
Washington, D.C. – May 19, 2016 — The American...
The Front Desk Is Not A Dinosaur - But Your “Brand” Might Be If You Completely Eliminate It (A Rebuttal)
May 18, 2016
Recently I read an article from the CEO of a technology company asking the question: “Is it time to remove the front desk from...
Advanced Reservations Sales Skills Required For Quoting Today’s Complex Rates and Restrictions
April 20, 2016
Today’s reservations agents need specialized training for conveying complex rate structures to educated consumers
by Doug Kennedy
Kennedy Training Network Announces Advanced Level Reservations Sales Training
April 7, 2016
New Program Helps Reservations and Front Desk Agents Overcome Objections and Maximize Rates
Hollywood, Florida - April 7, 2016 - KTN announced today...
Never Try To Prove Guests Wrong, Even When They Are!
March 9, 2016
Coming up through the ranks in the hotel industry, I remember well hearing my managers use the old adage “The customer is...
Why Guests Still Call Your Voice Reservations Channel And What You Should Do About It
February 22, 2016
If someone would have surveyed hoteliers in the early 2000’s as online bookings were growing exponentially each year, few...
Hotel Sales In The Age Of Technology: A Doug Kennedy Podcast On Hospitality Academy
January 14, 2016
Being in the hotel training business, my company Kennedy Training Network frequently receives requests from individuals looking to advance their career...
Checking Out? PLEASE Give Me Your “But!”
December 8, 2015
As the old axiom goes, “The worst complaint is the one that is never mentioned.” ...
Your Front Desk Team Is Key to Meeting Your ADR Goals in 2016
November 10, 2015
If you are like most hoteliers, chances are that this time of year you have just about completed your...