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Tag : cathy cook

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5 Easy Ways to Reduce Turnover at the Front Desk

February 11, 2019

By Cathy Cook With one of my main roles at KTN being to conduct front desk hospitality training worldwide, one issue that always seems to surface is turnover...

At the Front Desk, Voice Inflection Can Change the Entire Meaning of What We Say

October 15, 2018

By Cathy Cook  It has often been said that as much as 80% of communication takes place non-verbally.  It is certainly true that facial expressions...

Hospitality Requires Stepping Into “Character” Like an Actor on a Stage

April 23, 2018

By Cathy Cook In the hotel industry we all know how important it is to deliver hospitality, which is the key to a positive guest stay. Otherwise we are simply...

Why I STILL Pick up Trash in Hotel Lobbies

March 14, 2018

By Cathy Cook I have worked in the hotel industry for 35 years (27 of them at Marriott International) where my mentors indoctrinated me to the philosophy of...

6 Presentation Tips for Leaders Who Fear Speaking at Meetings or Conferences

February 7, 2018

By Cathy Cook  In my early years as a Front Office Manager I remember how confident I used to be at running a meeting while I sat down at the...

Attention Hotel Corporations, This Is How You Will Lose A 25+ Year Contributor (or any valuable employee)

January 11, 2018

by Cathy Cook I had the pleasure of working 27 years for not only the BEST hotel company in the industry but by the time I left the company it was indeed the...

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 International...

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