hospitality training
The Beginning Is Near… Time to Get Back to Hospitality
Aspire | June 2, 2020
Aspire announces The Art of Hospitality, a new and highly relevant service delivery training program to support the hospitality industry as they re-open and re-enter their respective markets. “The challenges our tourism community faces are significant and complex. Guest service delivery needs to be re-thought, re-processed and team members need to be re-trained as we get back to work.”, says JC Thompson, Aspire’s Chief Operating Officer. Over the past 25 years Aspire’s research based and strategic approach to culture driven guest service training has allowed us to position the guest experience as a true competitive advantage and se...
Hotel Sales Teams: Use Downtime to Up Your Game at Using Screen Share, Video Email, Webcam Sales
Doug Kennedy | April 17, 2020
By Doug Kennedy Based on the conversations I’m having this week with our KTN clients, it seems that hotel sales teams are finding that there’s a lull in activity right now. The flood of calls and emails regarding cancellations and postponements has abated, and most hotels are lucky to have even a trickle of RFP’s coming in from traditional channels. For most markets, being too aggressive with traditional cold-call prospecting right now might be perceived as being insensitive. As a result, salespeople might be finding themselves with far more downtime than they’ve had in years. This phase presents the perfect opportunity for hote...
IHG Partners With JA Worldwide to Help Young People Build Skills and Experience in Hospitality
IHG | September 26, 2019
Announced ahead of UN World Tourism Day, partnership highlights opportunities available to young people in the tourism industry IHG® (InterContinental Hotels Group), one of the world’s leading hotel companies, has today announced a global partnership with JA (Junior Achievement) Worldwide, one of the world’s largest youth-serving NGOs, which focuses on preparing young people for future employment and entrepreneurship. The year-long partnership will support more than 750 young people as they gain skills and experience in hospitality in nine major markets around the world, including the US, Canada, Mexico, UK, France, Germany, UAE, Japa...
E.P.I.C Hospitality™ Training
Doug Kennedy | September 24, 2019
This is the first in a series of five train-the-trainer articles contributed by Doug Kennedy Most hoteliers I speak with clearly understand that hospitality and guest service excellence are more important than ever before in the history of the lodging industry. Everyone knows that “word of click” has long since replaced “word of mouth” and that the old adage that “an unhappy guest will tell 9 or 10 others” has turned into 900, 9,000, 90,000 or even more. Yet for the most part, the impact of hospitality on profits has been anecdotal. However, a recent survey caught my eye that provides empirical evidence to validate what eve...
5 Easy Ways to Reduce Turnover at the Front Desk
Cathy Cook | 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. Turnover everywhere in the hotel staff is a major challenge in tight labor markets most hotels operate within, however it seems to especially be an issue at the front desk. Certainly, working at the front desk can be a stressful job as we are dealing with guests who are arriving after a long day of travel disruptions and frustrations and therefore prone to over-reaction to even the smallest challenges. Also, regardless of where any gap in service occurs during a ...
The Need for Big Data and Quantitative Skills Training In Hospitality
Dr. Giuliano Bianchi | October 4, 2018
By Dr. Giuliano Bianchi & Dr. Isabella Blengini The hospitality industry is becoming increasingly complex, with financial engineering, corporate governance, and strategic interactions with other sectors now part and parcel of daily life. In addition, publicly-traded major hotel chains manage a portfolio of brands and deal with a range of other industries at the same time. Hotels can no longer rely on experience and 'savoir-faire' to get by, but need to hire staff who are comfortable with quantitative skills such as mathematics and statistics. This is why, as economists, we believe hospitality business schools that teach subjects suc...
Train Your Front Desk Team on the “5 Pillars of Hospitality Excellence”
Doug Kennedy | 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 "brand." In the past, most guests called to book by voice and then called back multiple times prior to arrival with questions about driving directions, transportation, area restaurants, hours of operations and the like. These days most guests book online and then Google search for answers to these and other pre-arrival questions. Therefore, while I have always believed that the front desk staff played a critical role, now more than ever they truly are the first impression makers, for better or for...
The Profession of Hospitality: Enough With Elites, Welcome Entrepreneurs!
Georges Panayotis | September 11, 2018
By Georges Panayotis The entire profession agrees that the sector is short of manpower. Very often, restaurants, bars, hotels are unable to find competent, motivated and loyal staff to make their business grow and provide irreproachable customer service. Once you have gone around and squared the circle, you find yourself back at the beginning. Consultations, experiments, meetings, debates, brainstorming... much effort has been put into finding a solution, but but they result in half-measures and ultimately do not really solve this problem. Nevertheless, it is central to our profession, which is based on know-how and human contact. Paral...
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