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Hotel Sales RFP’s Circa 2020: How to Be the Best, Not Just the First to Respond

Doug Kennedy | November 8, 2019

By Doug Kennedy When I speak with hotel sales leaders at my training workshops and conference presentations, and when I read interviews with them in hotel trade publications such as this one, it seems that most are buying-in to these three myths about hotel sales in the current era: The most important factor in closing more leads is to be the first to respond. The second key to success is having the coolest PDF or online brochure, with more pictures than everyone else. Planners who send digital inquiries do not want to talk or correspond; they only want to get the proposal they asked for. Let’s tackle these mistaken beliefs...

Hoteliers of All Levels Can Benefit From Joining a Local Toastmasters International Club

Cathy Cook | October 11, 2019

By Cathy Cook When I started my management career at the Front Desk, I had no problems working side by side with my associates on the front lines taking care of our guests and putting on a show for my audience every day! But when it came to be standing up in front of my department and presenting an agenda or leading a meeting, I felt panicked and I would perspire and forget what I had to say. I knew I needed help in my presentation skills. Thankfully it was around that time that I found a non-profit organization called Toastmasters International, which I have been a member of for almost 18 years. Just recently, I achieved status as a Di...

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...

Pro-Active Prospecting Is the Only Way Hotel Sales Staff Can Do Their Most Important Job: Fill in “Gap” Dates

Doug Kennedy | August 22, 2019

By Doug Kennedy In the current market, most hotels, resorts and other venues are experiencing a significant softening in group demand. However, this does not necessarily mean that hotel salespeople are fielding fewer inbound leads, but rather multiple leads are coming in for dates that are in peak demand for transient and for other group business. Here in the era of electronic RFP’s, where one piece of business generates a proposal request for 8, 10 or more properties, hotel salespeople are perhaps busier than ever simply keeping up with what often feels like “lead spam.” Unfortunately though, the time spent responding to electron...

Hotel Sales Negotiating Training, Circa 2020

Doug Kennedy | June 24, 2019

By Doug Kennedy As a conference speaker and trainer, I am finding that one of my most requested topics lately is hotel sales negotiating techniques. Based on the initial inquiries received, I get the impression that many hotel leaders still view negotiating as being a separate part of the selling process such as it was originally taught in 1990’s era training. These days, successful negotiating starts from how one handles leads at their “intake point,” which is important in order to maximize effectiveness further along in the sales engagement. First, let’s look at where in the sales process negotiating is taking place in the era...

How to Register Your Front Desk Staff to Become “Certified in the Heart of Hospitality”

Kennedy Training Network | May 23, 2019

In the era of online reviews and social media, guest experiences at the front desk impact the financial success of your hotel. First impressions formulated at check-in bias guests' overall opinions, whether for better or for worse. If you're looking to refocus your team on the essentials of hospitality excellence, it's easy to register your staff to become Certified in the Heart of Hospitality. For a fee of just $995 total, you can certify up to 3 managers and 6 front desk colleagues; additional staff can be certified for $99 each at any time. Here's How It Works: First, KTN presents a live "kick-off" webinar f...

What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement

Doug Kennedy | May 3, 2019

By Doug Kennedy My career as a hotel industry trainer and conference speaker keeps me on the road nearly every week, so I try to take advantage of every available travel perk. Living in the Ft. Lauderdale / Miami area, I am fortunate to have two major airports within 35 minutes, and with this being a popular tourism destination there is a wide selection of non-stop flights. Therefore, I cannot always remain loyal to just one airline because it's hard to justify wasting time taking a connecting flight, or perhaps spending an extra night on the road, just to earn miles. As a result, I have premium status with several airlines each year. I...

“Heart Failure”: The Leading Cause of Bad Reviews

Doug Kennedy | March 20, 2019

By Doug Kennedy When you read a cross-section of negative comments from online reviews and guest surveys, it's easy to recognize a common theme across all lodging operations: "Heart failure." More specifically, I am referring to the failure to understand the true heart of hospitality, which is "caring about as well as caring for others." When we care "for" others, we provide the minimal requirements of a positive guest stay, the foundation of which is a clean, well maintained "physical product," (the accommodation and public facilities), delivered promptly and efficiently. Yet when we care "about" others, we understand the hospitality b...