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Tag : doug kennedy

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Condition Your Reservations Team so That When They Hear “Ring-Ring” They Think “Cha-Ching!”

November 27, 2018

By Doug Kennedy When you speak with marketing and distribution executives these days, everyone seems obsessed with increasing direct bookings and reducing the...

The Stereotyping of Millennials Has Gone Too Far

October 22, 2018

By Doug Kennedy Seems like just about every conference I speak at lately has another speaker addressing some topic related to “those...

Why You Should Be Listening to What Your Voice Agents Are Saying Right Now to Potential Guests

September 24, 2018

By Doug Kennedy As I often say in my conference presentations and training sessions, voice reservations is the forgotten distribution channel, at least at...

Train Your Front Desk Team on the “5 Pillars of Hospitality Excellence”

September 17, 2018

By Doug Kennedy 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 underutilized:...

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 Network Inc....

Train Your Front Desk Colleagues to Be “Memory Makers”

July 24, 2018

By Doug Kennedy The front desk colleagues at your hotel are creating first impressions that set the tone for the entire guest’s stay every shift, 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 on...

All Guest Services Staff Should Love Guests’ “Buts”

May 14, 2018

By Doug Kennedy Each month I get to travel the world and present 6 – 8 training workshops, many of which are for frontline staff.  It is a career I...

How Video Tools and Screen Sharing Can Help Today’s Hotel Salespeople Stand Out

April 12, 2018

By Doug Kennedy In the 2010’s we have witnessed a transition in group bookings to electronic conversations, as an increasing percentage of meetings,...

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

By Doug Kennedy Despite that there is more information for guests to view online than ever before in the history of the lodging industry, the phones continue...

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 announce...

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 paradigms...

The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts - The Human Heart

January 17, 2018

By Doug Kennedy As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month.  Although I have...

Trends in Reservations Inquiry Call Volumes: Is There More to the Numbers?

December 6, 2017

By Doug Kennedy As a hotel reservations consultant and sales trainer, I’m often asked for my perspective on the current trends regarding the number of...

Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!

November 6, 2017

By Doug Kennedy 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 patient...

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...

When Guests Complain, Be All EARS!

October 11, 2017

By Doug Kennedy 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 hotel on...

Measuring and Incentivizing Front Desk and Reservations Upselling

September 20, 2017

By Doug Kennedy Chances are that like most hoteliers this time of year you are busy formulating your financial game plan for 2018. If so, I’m pretty...

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